Loan Servicing Manager

Regular Full-Time position at the Main Office in Florence, MA.

About the role

Responsible for the oversight and management of all residential mortgage and consumer loan servicing activities. Ensures accurate loan set-up, payment processing, escrow administration, investor reporting, customer service, and regulatory compliance. Acts as a consultant to business areas in terms of product and loan documentation revisions and introductions of new product offerings. Provides leadership to servicing staff while supporting operational efficiency, customer satisfaction, strategic growth objectives, and adherence to Bank policies and procedures. Manages, coaches, and evaluates job performance of department staff to ensure effective performance, excellent service, and strong employee engagement.

Responsibilities

• Consistently provides superior professional service to internal and external customers.
• Meets expectations of teamwork, punctuality, and regular, reliable attendance.
• Manages and develops employees through conducting regular staff meetings; monitoring staffing levels; demonstrating strong communication, coaching, and training of staff; conducting performance evaluations; focusing on staff development; and ensuring employee engagement.
• Ensures compliance with Bank policies, state and federal regulatory requirements, and investor guidelines.
• Compiles data and serves as a key resource for all agency examinations relative to the servicing process.
• Researches, tests, and implements new loan products, product revisions, documentation changes, or software enhancements that impact the Bank’s overall loan operations.
• Participates in evaluating new equipment or software relative to Loan Servicing.
• Provides strategic direction and feedback on core system software and performance; creates documentation for vendors; assists in business requirements for changes and new functionality.
• Involved in strategic planning for the Loan Servicing Department and makes budget recommendations.
• Prepares management and Director reporting on volumes and principal paydowns.
• Creates internal reporting for Insider loans, annual Insider information reporting to the Commissioner of Banks, and oversees all Investor reporting.
• Oversees management of Investor servicing and processing, remitting, reporting, and reconciliation within Investor requirements.
• Oversees tax process and annual escrow analysis process within regulatory requirements.

Requirements

• Bachelor’s degree in business or equivalent work-related experience.
• Minimum of 5 years in the banking industry.
• Minimum of 5-7 years of Loan Servicing Experience.
• Strong understanding of the requirements and features of the Bank’s loan products, services, and loan systems.
• Strong communication skills, both verbal and written.
• Strong PC knowledge.

Work Environment

• General office environment.
• Frequent use of computer.
• Sits for extended periods of time.

Benefits

• Competitive salary range: \$68,888.00 to \$103,000.00.
• Generous paid time off: 5 weeks of PTO and 12 paid holidays.
• Weekly pay schedule.
• Medical, dental, vision, and life insurance upon hire.
• 401K plan with dollar-for-dollar match.
• Profit-sharing bonus after two full calendar years of employment.
• Robust wellness program with monetary incentives.
• \$5,000 tuition reimbursement each calendar year.