Procedural Control Coordinator

Position Overview

The Procedural Control Coordinator serves as a business partner supporting Loan Payment and Operational Services, collaborating with employees and leaders across the organization to create, update, implement, and maintain operational procedures, policies, and process maps.

This position has two primary areas of focus: procedure management and training. The Procedural Control Coordinator ensures procedures and policies remain accurate, compliant, and aligned with regulatory requirements while also developing and delivering training to help employees effectively understand and apply established processes.

The ideal candidate brings strong procedure writing, process mapping, training, banking operations, compliance, and continuous improvement experience, along with excellent written communication and analytical skills.

Key Responsibilities

Procedures, Policies & Process Mapping

• Create, write, update, and maintain operational procedures, policies, and process maps.
• Partner with leaders and team members to ensure procedures, policies, and process maps are reviewed annually and appropriately utilized.
• Coordinate the implementation and ongoing maintenance of procedural documentation.
• Serve as a resource to employees regarding internal policies, procedures, products, services, and department operations.
• Provide system-based instructions and assistance to internal users.
• Support business initiatives, rollouts, and system conversions through procedure updates and reporting.
• Provide constructive feedback to Loan Services leadership and team members regarding procedures and process effectiveness.

Training & Employee Development

• Partner with Loan Services leadership and Business Training teams to effectively onboard new employees to procedure and policy management systems.
• Develop, create, and enhance training materials in collaboration with trainers and business partners.
• Deliver functional training related to procedures, policies, systems, and operational processes.
• Provide ongoing knowledge enhancements and training to existing employees and teams.
• Develop on-the-job tools and resources to support procedure development and maintenance.
• Translate functional and technical subject matter into clear, understandable concepts for diverse audiences.

Risk, Compliance & Controls

• Partner with Risk teams to review and manage risks associated with developing and updating procedures.
• Ensure procedures and policies comply with applicable regulations and internal requirements.
• Maintain a strong working knowledge of banking policies and government regulations.
• Ensure established policies and procedures are consistently followed.
• Stay current on risk guidelines and applicable industry best practices.
• Identify opportunities to strengthen controls and minimize organizational risk.
• Support internal and external audit requirements through accurate documentation and reporting.

Reporting & Analysis

• Create comprehensive reporting for business leaders, Risk partners, and external auditors.
• Analyze procedure usage, operational trends, and areas of potential risk.
• Understand and interpret key financial and performance metrics.
• Provide leadership with actionable information related to procedures, controls, and operational performance.

Continuous Improvement

• Identify opportunities to continuously improve procedures, controls, training, and risk-management processes.
• Gather employee feedback regarding communications, systems, tools, reporting, and operational processes.
• Identify and implement continuous improvement initiatives that positively impact service quality and operational efficiency.
• Support a culture of continuous learning, innovation, and high performance.
• Promote adoption of new ideas and processes within a changing business environment.

Required Qualifications

• High School Diploma, GED, or equivalent combination of education and relevant work experience.
• Experience with Microsoft Office Suite, particularly Excel and PowerPoint.
• Experience creating process maps using Excel, PowerPoint, Visio, or similar tools.
• Ability to understand functional and technical subject matter and translate complex information into clear, understandable concepts.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to understand key financial and operational performance metrics.
• Strong written and verbal communication skills.
• Ability to work effectively both independently and within cross-functional teams.
• Strong customer-service and relationship-building skills.
• Ability to adapt communication and training approaches to different learning styles and audiences.

Preferred Qualifications

• Bachelor's degree in English, Communications, or a related field.
• Previous experience writing, developing, or updating procedures and policies.
• Experience developing process maps using Visio, Excel, or PowerPoint.
• Experience with ConvergePoint as a drafter or reviewer.
• Experience facilitating or leading meetings with large groups.
• Banking, loan servicing, financial services, risk, or compliance experience preferred.

Key Skills & Competencies

• Procedure and policy writing
• Process mapping and documentation
• Training development and delivery
• Functional and technical aptitude
• Banking operations and regulatory knowledge
• Risk and compliance awareness
• Continuous improvement
• Analytical and problem-solving skills
• Excellent written communication
• Presentation and facilitation skills
• Coaching and feedback
• Cross-functional collaboration
• Ability to influence and motivate others
• Adaptability and willingness to learn
• Proactive and action-oriented approach
• Change management and innovation
• Strong focus on results and quality