Residential Loan Servicing Manager

Charlesbridge Group; Massachusetts; On-site; USD 74,000 - 100,000; Full time

Job summary

A mutual bank holding company in Massachusetts is seeking a Residential Loan Servicing Manager. This role is crucial for overseeing all back-office loan servicing operations, ensuring compliance with regulations, and leading a team. The ideal candidate has a bachelor's degree, supervisory experience in consumer lending, and strong analytical skills. A competitive benefits package is offered, along with opportunities for professional development.

Benefits

Medical insurance

Dental and Vision Insurance

Tuition Reimbursement

Childcare Subsidy

Retirement plan

Life Insurance

Qualifications

• 3-5 years of loan processing experience preferred.
• 2 years of supervisory experience in a consumer lending environment required.
• Working knowledge of compliance regulations.

Responsibilities

• Oversee and coordinate daily loan servicing operations.
• Ensure compliance with federal and state regulations.
• Manage loan onboarding, modifications, and conversions.

Skills

Analytical skills

Customer service skills

Communication skills

Leadership skills

Education

Bachelor's degree or equivalent experience

Tools

MS Office Suite

FIS - IBS

Excel

Job description

Overview

Dedham or Weymouth, MA • Loan Operations

Job Type: Full-time

Description

SUMMARY

The Loan Operations Residential Loan Servicing Manager is responsible for the day-to-day performance of all back-office consumer loan servicing. This position directs the efforts of the back-office support personnel to (a) maintain and service loans on core system for Residential Mortgage and Home Equity Loans, (b) ensure information is complete and accurate and maintain data integrity, (c) maintain compliance with all federal and state regulations, Bank policies and procedures and (d) servicing of consumer loans and personal repayment accounts (PRA’s). In addition, this position will be responsible for confirming loan work is completed within SLA or applicable regulations; continuous process improvement initiatives; writing and approving procedures; and creation and execution of controls.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Below are the core responsibilities of the role:

• Day-to-day oversight and coordination of staff and all daily functions. Develop and encourage on-going process improvement initiatives to ensure accuracy and efficiency.
• Oversee new loan onboarding, modification and conversions.
• Oversee posting of payments, payoffs, draw request, disbursing loan funds and loan maintenance.
• Oversee QC of all new consumer loans as well as modifications in the core system and ensures data accuracy and compliance with all internal procedures for new loans.
• Subject Matter Expert regarding all types of consumer loans, including residential mortgage, home equity and installment.
• Working knowledge of current Investor (FNMA, FHLB, Mass Housing, etc.) guidelines and compliance regulations. Ensure all investor servicing requirements are met.
• Ensure department staff provides superior customer experience to all internal and external customers and satisfactorily resolves customer account requests, including information requests and issue resolution.
• Primary contact for internal clients (a) for escalation of issues (b) to advise as to system capabilities, and (c) respond to inquiries.
• Provide technical advice and guidance to others on lending related loan software applications and processes. Maintain and demonstrate proficiency with loan software applications.
• Conduct research of consumer loans issues; develop and implement plans of resolution. Engage with customer to explain resolution of issues.
• Oversee general maintenance and modifications of existing consumer loans and PRA’s.
• Oversee life of loan maintenance of all consumer loans and PRA’s, including loan payment processing and payoff quotes.
• Oversee general maintenance and modifications of existing consumer loans. Maintenance and modifications may include:
• Rate and Payment Modifications
• Construction Loan Conversions
• HELOC Conversions
• Changes in loan schedules
• Oversee payoff quotes for all consumer loans.
• Oversee loan payment processing.
• Review daily reports for exceptions and takes appropriate action as warranted.
• Review credit disputes and corrects the information in e-OSCAR, as needed.
• Conducts yearly performance reviews for direct reports and facilitates yearly development plans for staff.
• Develop colleagues through coaching. Identify individual skill sets, maximize utilization of strengths and develop skill sets.
• Ongoing maintenance and updates to process and procedures.
• Other duties as assigned.
• Back-up to Senior Manager – Loan Servicing
• Complete all internal Company training as assigned and required.
• Adhere to the Company’s privacy and data security policies including but not limited to safeguarding of sensitive information and complying with relevant regulations to protect non-public information.
• Exhibit the ability and desire to embrace and enhance the Company culture.

Note: This description is the foundation of the role, not its boundaries. Expect to participate in internal and external training sessions and activities not described here which enhance the quality of service to the client.

SUPERVISORY RESPONSIBILITIES

A team of three Residential Loan Servicing Specialists and one QC Specialist.

Qualifications

EDUCATION and/or EXPERIENCE

• Bachelor's degree required, or equivalent experience in business or related field.
• Minimum three to five years of loan processing experience preferred.
• Minimum two-years’ supervisory experience in a consumer lending environment.
• Working knowledge of current consumer compliance regulations.
• Experience servicing investor (private and GSEs) loans.
• Analytical. Must have ability to analyze exception reports and implement resolutions; attention to detail is required.
• Self-directed. Must possess the ability to work autonomously and to prioritize work to meet deadlines.
• MS Office Suite Experience and proficiency in Excel required.
• Demonstrated superior customer service skills.
• Excellent communication skills – verbal and written.
• Above average knowledge of existing CORE system (FIS - IBS).
• Established ability to effectively lead teams of varied skill levels.
• Strong, pragmatic decision-making skills.
• Advanced knowledge of Microsoft Office Products, proficient in Excel.
• Ability to multi-task in a fast-paced environment.
• Team-oriented.
• Basic knowledge of the banking and financial services industry including federal laws and regulations
• Willingness to gain new knowledge and technical skills.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand, walk; use sufficient hand, arm and finger dexterity or feel objects, tools, or controls. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

KEY POINTS

For those seeking to deliver the latest financial solutions rooted in trustworthy, high-quality service, Charlesbridge, a mutual bank holding company, provides operational support, resources, legacy, and innovative thinking to financial institutions so they can deliver a suite of flexible, personalized solutions designed to meet the evolving needs of our clients and our communities. Our local roots, dedication to the communities we serve, loyalty to our people, and commitment to excellence ensure that we remain a trusted partner in an ever-evolving financial journey, today and tomorrow. Our employees are committed to our clients and to supporting our colleagues. We offer a competitive benefit package with Medical, Dental, Vision, Flexible Spending, Tuition Reimbursement, Childcare Subsidy, Retirement, Life Insurance, and many other benefits.

Charlesbridge is committed to providing equal opportunity for all employees and applicants without regard to race, color, religion, gender, sexual orientation, age, marital status, national origin, physical or mental disability, veteran or disability status, gender identity, or expression, citizenship, genetic information, ancestral origin, military status, pregnancy, childbirth, and or conditions relating to pregnancy or any other related medical conditions or any other status protected by Federal, State or local laws.

Here at Charlesbridge, we strive to foster a culture where every voice is valued and where employees have a sense of belonging and connection with each other. We are dedicated to creating a work environment that understands, supports, and welcomes diverse perspectives and backgrounds. Together, we will create an inclusive and culturally competent and supportive environment where employees model behavior that enriches both Banks and the communities we support.

Pay Range Disclosure (Massachusetts Requirement)

The pay range for this position is $74,165.00 - $99,245.00 per year and is the lowest to highest salary Charlesbridge in good faith believe we would pay for this role at the time of this posting. Charlesbridge may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, sales or revenue-based metrics, and business or organizational needs and affordability.