Senior Loan Servicing & Operations 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

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.