Residential Loan Servicing Expert — Hybrid

Cambridge Savings Bank; Waltham (MA); Hybrid; USD 37,000 - 51,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) plan and match

Performance bonus opportunities

Flexible time off

Parental planning

Mental health benefits

Job summary

Cambridge Savings Bank is seeking a detailed Residential Loan Servicing Specialist to ensure the timely processing of residential and consumer loans from boarding to ongoing servicing.

You will maintain loan records, manage communications with customers and partners via phone, email, and Salesforce, and ensure all case management tickets are responded to and resolved within the required SLA timeframes, with accuracy and excellent service.

Qualifications

• High school diploma required; college degree preferred.
• 3-5 years of banking experience, preferably in loan servicing.
• Excellent communication and customer service skills.
• Experience with Salesforce or similar case management systems preferred.

Responsibilities

• Review newly boarded loans to ensure transfer accuracy from Encompass to subservicer system.
• Book residential and consumer loans promptly to meet SLAs.
• Update loan records with changes to terms, payments, or borrower information.
• Correct loan errors identified by QC within SLAs.
• Collaborate with post-closing to obtain missing documentation for boarding loans.
• Communicate with internal and external customers via phone, email, and Salesforce. Manage and resolve tickets within SLA timeframes.
• Process servicing transactions, including payments adjustments, and account changes.
• Set up and maintain Autopay arrangements per customer requests and bank procedures.
• Balance general ledger accounts related to loan servicing and prepare servicing reports.

Skills

Strong communication

Customer service

Interpersonal skills

Time management

Education

High school diploma

Tools

Salesforce

Job description

Cambridge Savings Bank is seeking a detailed Residential Loan Servicing Specialist to ensure the timely processing of residential and consumer loans from boarding to ongoing servicing.

You will maintain loan records, manage communications with customers and partners via phone, email, and Salesforce, and ensure all case management tickets are responded to and resolved within the required SLA timeframes, with accuracy and excellent service.