Residential Senior Loan Servicer

About the Role

The Loan Operations Senior Servicer performs complex consumer loan servicing functions with a high degree of accuracy and attention to detail. This role supports specialized servicing activities, including loan modifications, construction-to-permanent conversions, investor loan onboarding, insurance administration, and investor reconciliation. The Senior Servicer serves as a resource to the servicing team, assists with training and process improvements, and ensures servicing activities comply with bank policies, investor requirements, and regulatory guidelines while delivering exceptional customer service.

Responsibilities

• Process complex consumer loan servicing transactions, including loan modifications, construction-to-permanent conversions, investor loan onboarding, participation loans, and swap loans.
• Review loan documentation to ensure completeness and accuracy prior to boarding and throughout the servicing life cycle.
• Interpret loan documentation and product requirements to accurately service consumer loan products.
• Monitor flood and hazard insurance using third-party vendor systems, ensuring required coverage is maintained, premiums are paid, and exceptions are resolved timely.
• Perform monthly reconciliations for investor and participation loan portfolios, researching and resolving discrepancies as needed.
• Manage credit bureau disputes through e-OSCAR, including processing ACDVs and AUDs in accordance with established procedures.
• Monitor servicing reports and exception queues, researching and resolving outstanding items to maintain data integrity.
• Assist with servicing projects, system testing, and implementation of process improvements as assigned.
• Update servicing procedures and job aids to reflect operational and regulatory changes.
• Demonstrate a strong understanding of real estate tax and insurance processes when assisting with customer inquiries.
• Respond to customer, attorney, and internal staff inquiries in a professional, timely, and accurate manner.
• Serve as backup for critical servicing functions to ensure operational continuity.
• Perform additional duties as assigned.

Requirements

• Ability to communicate with customers, attorneys, and staff in a clear and professional manner.
• Ability to embrace and adapt to departmental and global changes.
• Ability to work in a fast-paced environment with strong attention to detail and accuracy.
• Proficient in Microsoft Office Suite (specifically Word and Excel).
• Ability to adhere to Needham Bank’s Core Values: Focus on Customer Relationship, Embrace Change, Work as a Team, Be an Asset to Your Community, Always Learn, and Do the Right Thing.

Qualifications

• High school diploma or equivalent required; associate’s degree in Business, Finance, or a related field preferred.
• Minimum of 3–5 years of experience in consumer or mortgage loan servicing, banking operations, or a related financial services role.
• Demonstrated knowledge of consumer loan servicing processes, loan documentation, insurance administration, escrow, and investor servicing.
• Experience with core loan servicing systems and Microsoft Office Suite, with intermediate proficiency in Excel.
• Strong organizational, analytical, and problem-solving skills with the ability to manage multiple priorities while maintaining a high degree of accuracy.
• Excellent written and verbal communication skills with a commitment to providing exceptional customer service.

Working Conditions

Normal business office environment.

Pay

$25.73 - $33.45/hourly.

Benefits

• Fully paid medical and dental insurance.
• HRA (Health Reimbursement Arrangement).
• 401(k) plan with an 8% bank match.
• Paid time off (PTO) and paid holidays.
• Bonus program.
• Flexible spending accounts.
• Vision service plan.
• Group term life insurance.
• Short- and long-term disability insurance.
• Tuition reimbursement.
• Employee Assistance Program.

Eligible part-time employees also receive a great benefit package.