Commercial Loan Operations Associate

Responsible for supporting commercial loan operations through the execution of specialized and complex processing activities across assigned loan products. Ensures accuracy, compliance, and operational efficiency by managing loan system input, reviewing documentation, resolving exceptions, and supporting team training and cross-functional collaboration.

Position Goals

• Operational Accuracy and Quality Assurance – Ensure the timely and accurate processing, review, and maintenance of commercial loan data, documentation, and system records to support operational integrity and compliance.
• Loan Processing and System Efficiency – Execute and optimize loan servicing activities, including system input, balancing, and reporting, to maintain efficient and reliable operational workflows.
• Problem Resolution and Risk Mitigation – Analyze, investigate, and resolve complex loan issues, exceptions, and inquiries to minimize operational risk and ensure consistent service delivery.
• Cross-Functional Collaboration and Service Support – Partner with loan officers, assistants, customers, and internal teams to facilitate effective communication, documentation accuracy, and seamless loan processing.
• Knowledge Sharing and Team Support – Contribute to team effectiveness by providing training, maintaining procedural documentation, and offering backup support to ensure continuity of operations.

Key Responsibilities

• Commercial Loan Processing and System Administration

• • Input and maintain loan data within core systems, ensuring completeness and accuracy
  • Perform daily system balancing and processing activities
  • Execute specialized operational tasks related to assigned loan products
• Documentation Review and Quality Control
  • Review loan documents and reports for accuracy, completeness, and exceptions
  • Analyze loan data and documentation to ensure adherence to quality and compliance standards.
  • Identify and address discrepancies or unposted items
• Exception Resolution and Problem Solving
  • Research and resolve complex loan processing issues and system discrepancies
  • Respond to inquiries from internal partners and customers
  • Troubleshoot operational and employee-related loan issues
• Cross-Functional Communication and Customer Support
  • Collaborate with Loan Officers, Loan Assistants, and external stakeholders regarding loan documentation and processing
  • Communicate with customers and agencies to address questions and resolve issues
  • Support overall service delivery through effective coordination and follow-up
• Training, Documentation, and Operational Support
  • Assist in training team members on procedures and systems
  • Maintain current and accurate procedural documentation
  • Provide backup support across loan operations functions as needed

Key Success Factors

• Communication: Understands others’ perspectives, fosters open discussions, ensures clarity, and provides feedback with empathy.
• Relationship Building: Builds strong, respectful relationships by actively collaborating, valuing diverse perspectives, and fostering trust and credibility.
• Planning & Results Orientation: Effectively communicates expectations and allocates resources to ensure timely, high-quality outcomes, while continuously identifying process improvements and addressing performance gaps.
• Problem Solving & Decision Making: Demonstrates strong problem-solving and decision-making skills by proactively identifying root causes, evaluating risks, and using data-driven analysis to navigate ambiguity.
• Risk Management: Demonstrates strong risk management by identifying potential issues through experience and best practices, developing contingency plans, and ensuring consistent adherence to policies.

• High School Diploma or equivalent required
• Associate’s degree in business or a related field preferred
• Minimum of three years of experience in loan servicing, lending operations, or a related banking function required
• Demonstrated knowledge of commercial loan processes, documentation, and servicing activities.
• Strong analytical skills with the ability to review and interpret loan data and documentation
• Proficiency in banking systems and standard computer applications
• Effective written and verbal communication skills with the ability to collaborate across functions
• Ability to work independently while managing multiple priorities in a deadline-driven environment

• Medical
• Dental
• Vision
• 401(k) Match
• Profit Sharing
• Paid Time Off
• 11 Holidays
• Tuition Reimbursement
• Free Parking throughout Tompkins Community Bank
• Employee Referrals

Tompkins is committed to a policy of Equal Employment Opportunity ("EEO") with respect to all team members and applicants for employment and a work environment free from discrimination (including unlawful harassment) based on race, color, religion, sex, sexual orientation, transgender status, gender non-conformity, gender identity, gender expression, national origin, age, marital status, domestic violence victim status, disability, predisposing genetic characteristics, military or veteran status or status in any group protected by federal, state, or local law. 

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