Loan Servicing Supervisor

City of Boston Credit Union; Boston (MA); On-site; USD 90,000 - 120,000; Full time

Job summary

City of Boston Credit Union seeks an experienced Loan Servicing Manager to lead the loan servicing team, ensuring regulatory compliance and strong member engagement. You will develop a deep understanding of loan products, stay current with industry trends, and drive efficiency across all loan servicing processes.

You will oversee onboarding, maintenance, escrow activities, and reporting while collaborating with other departments to uphold service quality and trust with members.

Qualifications

• Five years of similar or related experience in managing servicing employees.
• Knowledge of lending laws and regulations relevant to loan services.
• Bachelor’s degree preferred; relevant experience may substitute.

Responsibilities

• Oversee onboarding of new loans and maintain loan maintenance transactions.
• Track, maintain, and ensure timely payment of mortgage-related insurance for residential loans.
• Explain escrow analyses and communicate results to members with questions.
• Support title administration responsibilities including lien filings and title releases.
• Prepare reports by gathering and summarizing loan portfolio data.
• Respond to member inquiries about loan accounts using multiple communication channels.
• Conduct loan audits for newly onboarded loans and assist auditors.
• Help draft and improve departmental procedures.
• Provide support for loan participation accounts and MPF reporting.
• Collaborate with other departments to improve customer service and efficiency.
• Cross-train to cover vacations or high-volume periods.

Skills

Leadership

Regulatory compliance

Lending knowledge

Team management

Education

Four-year college degree

Tools

COCC

Velara

Encompass

Job description

Description

Oversee and optimize all facets of loan servicing operations. Provide strong leadership for the loan servicing team, and ensure compliance with regulations, all while fostering member engagement. Responsible for developing and maintaining a deep understanding of the credit union's loan products, services, and staying current with industry trends, regulations, and best practices in loan servicing.

RESPONSIBILITIES

• Perform various tasks in the Credit Union’s core operating system, including the onboarding of new loans, handling loan payoffs, and processing ongoing loan maintenance transactions, including loan modifications, loan disbursements, loan payment corrections, due date changes, source document verification, etc.


• Responsible for the tracking, maintaining, and timely payment of all homeowner’s, flood, and private mortgage insurance of all escrowed and non-escrowed residential mortgage and home equity loans.


• Ability to complete, examine, and interpret the periodically run escrow analysis and effectively communicate the results of the analysis to members who may have questions or concerns.


• Provide support in all title administration responsibilities by monitoring the receipt, recording, and release of vehicle titles and other lien filings, which will include daily interaction with members, dealers and insurance companies as applicable.


• Prepare various reports on a periodic and on an as-needed basis by gathering, categorizing, and summarizing data pertaining to the Credit Union’s loan portfolio.


• Effectively research and resolve routine and complex member inquiries primarily on loan accounts as well as other general account information by using all methods of correspondence.


• Perform loan audit review on newly on-boarded loans as well as gather applicable loan files routinely requested by internal and external auditors.


• Assist in drafting, implementing, and continuously enhancing departmental procedures.


• Provide assistance as needed in servicing loan participation accounts including processing transactions as well as performing the daily remittance and monthly reporting of the MPF investor program.


• Perform other duties as assigned to contribute to departmental efficiency and work cooperatively with other departments to support each other in serving CU members.


• Cross train on duties of Deposit and/or Loan operations as required to provide back up support for vacations or periods of high volume.


• Inspire teamwork, respect and effective communication in a diverse work environment.


• Demonstrate and uphold City of Boston Credit Union’s core values and represent the Credit Union with a high level of professionalism, respectable image and positive demeanor.


• Acquire and demonstrate knowledge of CU products and services.


• Maintain consistent compliance with credit union policies and procedures and regulatory laws applicable to position.


• Complete annual regulatory compliance and required job related training as assigned; actively participate in job-related educational and professional development opportunities.

Requirements

• Five years of similar or related experience in managing servicing employees.


• Must be knowledgeable of laws and regulations applicable to lending, and loan services. COCC, Velara, and/or Encompass experience a plus.


• A four-year college degree is desired but may be substituted with relative experience in lending.


• Must have strong managerial skills and possess excellent communication skills, both verbal and written.


• Position involves ability to organize and delegate work assignments, motivate others to achieve desired outcomes and promote a team environment.


• A significant level of trust, diplomacy and professionalism is required, and possess a cooperative attitude in relations with members, vendors and other employees


• Must be self-motivated, able to prioritize workflow, handle multiple assignments concurrently, work a flexible schedule, and perform under time constraints.


• Must have working knowledge of PC and general office equipment, with experience using Microsoft Outlook, Word and Excel.


• Attention to detail and accuracy is essential. Must be bondable