Loan Servicing Manager

Chelsea Groton Bank; Groton (CT); On-site; USD 95,000 - 125,000; Full time

Job summary

Chelsea Groton Bank seeks a Loan Servicing Department Manager to plan, organize and lead the loan servicing team in alignment with bank strategies. You will coach staff, enforce sound processes, and collaborate with other departments to improve workflows and service delivery.

You will prepare management reports, resolve complex servicing issues, and ensure regulatory compliance, including audits. This role reports to senior management and oversees a 10-direct‑report team.

Qualifications

• Bachelor's degree or equivalent; seven years of progressively responsible related experience.
• Preferred experience with COCC and Encompass systems.
• Strong analytical, problem solving, planning, and communications skills.
• Excellent customer service and proven managerial ability.

Responsibilities

• Oversees loan servicing department operations and ensures conformance with the bank's strategy, policies, and procedures.
• Develops and ensures an effective organizational structure; ensures staff is well-trained and cross-trained and conducts performance reviews.
• Prepares management reports on Loan Production, portfolio, and department activities; supports audits.
• Provides guidance for complex questions and researches requests as needed.
• Oversees quality control for loan setup, servicing changes, and system accuracy; acts as escalation point for complex issues.
• Supervises servicing activities related to insurance tracking, tax monitoring, collateral administration, and post-closing reviews.
• Ensures regulatory and investor compliance; coordinates with regulators and external auditors; prepares audit responses.
• Serves on multiple management committees and promotes the Bank's products and services.

Skills

Analytical thinking

Problem solving

Planning

Communication

Customer service

Managerial ability

Coaching & training

Education

Bachelor's degree or equivalent

Tools

COCC

Encompass

Job description

OVERVIEW:

Under general direction, plans, organizes and manages the activities of the Loan Servicing Department in conformance with Bank strategies, policies, and procedures. Responsible for evaluating the effectiveness of operational workflows and for developing, implementing, and enforcing sound operational processes, practices, and procedures in collaboration with other individuals and departments. Provides coaching, training, observation, and feedback to assist all reporting staff in their development, tasks, and responsibilities.

PRIMARY ACCOUNTABILITIES / RESPONSIBILITIES:

1. Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to customers.
2. Oversees, directs, and manages the activities of the loan Servicing Department and ensures conformance with the Bank's strategic direction, policies, practices, and procedures. Recommends solutions and implements approved services and procedures to improve operational effectiveness.
3. Develops and ensures the effectiveness of the organizational structure. Ensures the efficient, accurate and courteous delivery of customer service by assigned staff. Develops cross‑training plan and ensures that staff members are properly trained and cross‑trained in assigned functions. Conducts periodic performance reviews. Provides training, advice, and guidance as needed.
4. Prepares management reports as necessary, to include but not limited to, Loan Production, Board Reports, reports on current portfolio, departmental activities, and periodic special requests from management and/or auditors. Serves as a resource for other departments in the completion of other required reports.
5. Serves as a resource and provides guidance for complex questions or procedural information for staff. Researches and resolves more complex problems.
6. Oversees quality control processes related to loan setup, servicing changes, and system accuracy to mitigate operational and financial risk. Serves as escalation point for complex servicing issues, research requests, and exception handling.
7. Oversees servicing activities related to insurance tracking, tax monitoring, collateral administration, and post‑closing reviews.
8. Ensures regulatory and investor compliance. Works closely with regulatory agencies and external auditors. Prepares audit responses. Establishes corrective procedures and monitors identified areas to ensure compliance.
9. Serves on various management committees including but not limited to Strategic Planning, PMO, COCC working group, Compliance and Lending Compliance.
10. Promotes the Bank's products and services and maintains an active participation in community affairs.
11. Responsible for adhering to bank policies and procedures related to regulatory compliance requirements applicable to the job function.
12. Performs related and unrelated duties as may be required.

POSITION REQUIREMENTS:

Bachelor's degree or its equivalent in specialized lending coursework or training. Seven years of progressively responsible related experience. Preferred experience with COCC and Encompass systems. Good analytical, problem solving, planning and communications skills. Good understanding of accounting principles. Excellent customer service skills. Proven managerial ability. Able to use various office equipment, including computer terminal and various PC applications.

SUPERVISORY SCOPE:

10 direct reports

INDEPENDENT ACTION:

Performs work independently within scope of established guidelines and practices. Consults with manager when clarification or exception to policies and procedures is needed.

COMPLIANCE:

Responsible for adhering to bank policies and procedures relating to regulatory compliance requirements applicable to the job function including but not limited to Bank Secrecy Act, Anti‑Money Laundering and Fair Lending.