Position Title:            Consumer Portfolio Manager & Support Specialist        

Department:            Consumer & Mortgage Services

Reports To (position):    Consumer Relationship Support Manager    

General Summary/Purpose

The Consumer Portfolio Manager and Support Specialist (CPMSS) provides direct loan production, portfolio, and client service support to the Bank’s Consumer and Mortgage Relationship Managers. This role reports to the Consumer Relationship Support Manager and serves as a key execution and support resource within the Consumer and Mortgage Lending teams.

Working in close collaboration with Credit Analysts/Underwriters, Mortgage Operations, Loan Operations, Consumer Relationship Support, and Private Wealth teams, the CPMSS helps ensure loan files progress efficiently from application through closing while supporting ongoing portfolio management and client service needs. This role is designed to build cross-functional knowledge across loan production, deposit onboarding, documentation, compliance, and reporting functions, allowing the department to maintain continuity during peak volumes, staff absences, or special projects.

The CPMSS supports loan workflow using nCino and Encompass to input loan transactions, manage work requests, and track loans through approval and post approval stages to closing. In addition, this role supports deposit account onboarding and contributes to a seamless, relationship-driven client experience.

This position requires strong organizational skills, the ability to multitask, and a high level of attention to detail. The CPMSS must prioritize and complete tasks efficiently while maintaining consistent communication and follow-up with Relationship Managers, internal partners, and clients.

Key Duties and Responsibilities                         

1. Loan Assistance and Production Support                    Percentage of Time: 50%

Provide day to day loan administration and processing support for consumer and mortgage loan production.

•    Provide assistance to Consumer and Mortgage Relationship Managers at all stages of loan production, including consumer loans, mortgages, and HELOCs

•    Assist with entering, validating, and maintaining application and loan data in consumer and mortgage platforms (nCino and Encompass)

•    Collect, review, and organize borrower documentation for loan files, booking, and post approval requirements

•    Interact directly with consumer and mortgage customers to request, clarify, and follow up on required information

•    Prepare and support preliminary disclosures based on loan notes and application data

•    Request, track, and manage borrower e consents for electronic documentation

•    Pull credit reports and assist with underwriting preparation and follow-up

•    Collaborate with mortgage processors, underwriters, credit analysts, and closers to support underwriting and approval workflows

•    Order appraisals, title work, flood certifications, and other third party services as directed

•    Assemble, review, and coordinate loan packages in collaboration with documentation preparation and Loan Operations

•    Notarize documents and attend loan closings as needed to support the client experience

2. Relationship and Portfolio Management Support            Percentage of Time: 50%

Support Relationship Managers with ongoing client service, portfolio administration, and deposit onboarding activities.

•    Directly support Relationship Managers with loan and deposit onboarding, including opening consumer deposit accounts (DDA, savings) to establish primary banking relationships with Paducah Bank

•    Partner with Relationship Managers to prepare for loan renewals, maturities, client meetings, and portfolio reviews

•    Document client interactions, meetings, and follow up tasks within CRM systems (nCino/Salesforce)

•    Manage collection, organization, and tracking of required documentation for consumer and mortgage loan files

•    Conduct outbound client and prospect calls to support loan progression, onboarding, and relationship deepening

•    Assist Relationship Managers in resolving loan documentation exceptions and responding to client inquiries

•    Support processing and documentation preparation for consumer loan maturities, renewals, and modifications

•    Collaborate with Consumer, Mortgage, and Private Wealth teams to support a consistent and high-quality client experience

•    Perform wires and other client-related operational tasks as needed

•    Coordinate client gifts, promotions, and other relationship building activities

•    Serve as backup support to other relationship management teams to ensure continuity of consumer and mortgage lending support