Loan Operations Quality Control Manager

Since 1973, East West Bank has served as a pathway to success. With over 110 locations across the U.S. and Asia, we are the premier financial bridge between the East and West. Our teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities, and our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high-tech help build sustainable businesses and expand our associates’ potential for career advancement. 

Headquartered in California, East West Bank (Nasdaq: EWBC) is a top-performing commercial bank with a strong foundation, an enterprising spirit and a commitment to absolute integrity. East West Bank gives people the confidence to reach further.

The Loan Operations Quality Control Manager is responsible for the day to day management of a Loan Operations Quality Control Unit.  The Unit’s functional responsibilities include but are not limited to, callbacks and quality reviews of post-closing loan data and monetary transactions for Commercial & Industrial, Specialized Lending, and Commercial Real Estate loans booked on the FIS loan system to ensure data accuracy, compliance with government requirements, federal and state laws and regulations, risk mitigation and company policies and procedures.  Responsibilities include the identification of risk, proposing and implementing quality control process improvements thereof, and directing the performance Quality Control reviews through the use of ad hoc and system reports in order to ensure overall accuracy and completeness of the loan data.  Responsibilities also include the training and oversight of Quality Control Unit associates.

• Responsible for the direct management of a Quality Control Unit including but not limited to: hiring, coaching, training, setting performance requirements and goals, developing and delivering scorecards results, metrics, key-man succession plans, and conducting performance reviews.
• Direct loan onboarding and transaction callbacks and quality control related activities to meet established goals and appropriate turnaround time to comply with SOX controls and regulatory requirements.
• Mitigate risk by ensuring through callback and validation that loan data as entered onto the FIS loan system conforms with loan approval and executed loan documents.
• Respond to internal and external audit requests and findings and remediate any identified noncompliant processes or areas of concern.
• Direct performance of self-testing processes to ensure accuracy of data input against source documents.
• Review established quality control processes, propose changes to those processes to address any issues identified during the Quality Control reviews, and implement changes following management approval.
• Perform analysis of issues identified through the loan boarding and/or portfolio validation process to identify root cause of loan data discrepancies, training or process improvement opportunities.
• Perform research on complex transactions, formulate resolutions to Quality Control exceptions or customer complaints.
• Develop required logic for new or enhanced Quality Control reports.
• Design and conduct job related training programs for Quality Control Unit associates.
• Prepare management reports including exception reporting and trends.
• Ensure compliance with all federal, state, local laws and internal Bank policies.
• Perform other duties as assigned.

• Bachelor’s Degree in Finance, Accounting, or equivalent work-related experience required
• Minimum 10 years of experience in the commercial loan servicing industry with Quality Control experience required
• Effective leadership and training skills required
• Must have knowledge of BSA/AML/OFAC Laws/Regulations, understand how these obligations relate to his/her role, and comply with these laws and regulations
• FIS loan accounting system experience preferred
• In-depth knowledge on attorney prepared loan documents and complex specialized lending products required
• Strong verbal and written communication skills
• Strong analytical, problem solving, and organizational skills with attention to detail
• Proficient in Microsoft Office including Word, and PowerPoint, with advanced Excel skills required
• Ability to produce accurate and precise work, detect and resolve discrepancies
• Ability to adapt quickly to changes, prioritize workload and perform in a fast paced high pressure environment

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