Senior Loan Servicing Leader – Ops & Compliance

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

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.