Sr. Loan Servicing Analyst (Residential/Consumer)

Bristol County Savings Bank; Taunton (MA); Hybrid; USD 67,000 - 82,000; Full time

Benefits offered by this job

401(k)

Paid Time Off (PTO)

Tuition Reimbursement

Disability insurance

Job summary

Bristol County Savings Bank is seeking a Sr. Loan Servicing Analyst to support the Consumer and Residential loan portfolios in Taunton, MA. You will handle complex servicing tasks, customer inquiries, investor reporting, and compliance, serving as a subject matter expert for mortgage and consumer loan servicing.

The role emphasizes accuracy, process improvements, and collaboration with the supervisor and cross-functional teams to ensure efficient servicing and risk controls.

Qualifications

• 5+ years of loan operations or loan servicing experience.
• Experience with residential mortgage, consumer, and indirect loan servicing.
• Experience reviewing loan documents and resolving servicing issues.
• Experience with investor reporting and reconciliation, including FNMA, preferred.
• Knowledge of banking operations, loan servicing terminology, and applicable regulations.

Responsibilities

• Support daily servicing operations for residential, consumer, and indirect loans.
• Process loan maintenance, modifications, exception payments, billing corrections, and payoff transactions.
• Review payoff letters, discharges, and account maintenance for accuracy and compliance.
• Respond to customer inquiries by phone, email, and in writing; research and resolve servicing issues.
• Manage and report on vehicle titles, including missing titles and releases.
• Assist with quality control review of new loans and proper collateral coverage.
• Coordinate with internal departments to address reporting or data issues.
• Assist in audits, exams, and compliance reviews.

Skills

Loan servicing

Customer service

Attention to detail

Analytical skills

Microsoft Excel

Regulatory knowledge

Education

High School Diploma or equivalent

Tools

COCC core system

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Sr. Loan Servicing Analyst (Residential/Consumer)

LOAN SERVICING Full Time Professionals Taunton, MA, US

Salary Range: $66,900.00 To $82,000.00 Annually

Job Title: Sr. Loan Servicing Analyst

Department: Loan Servicing

Reports to: VP, Loan Operations

OVERVIEW:

The Senior Loan Servicing Analyst supports the Consumer Loan Servicing Supervisor in the servicing of the Bank’s residential mortgage, consumer, and indirect loan portfolios. This role is responsible for complex loan servicing activities, customer support, collateral and title administration, investor reporting and reconciliation, quality control, audit support, and regulatory compliance. The position serves as a subject matter expert for mortgage and consumer loan servicing and provides guidance to team members as needed.

PRIMARY ACCOUNTABILITIES / RESPONSIBILITIES:

• Support daily servicing operations for residential, consumer, and indirect loans.
• Process loan maintenance, modifications, exception payments, billing corrections, and payoff transactions.
• Review payoff letters, discharges, and account maintenance for accuracy and compliance.
• Respond to customer inquiries by phone, email, and in writing; research and resolve servicing issues.
• Manage, process, monitor, and report on vehicle titles, including missing titles, pledged collateral, perfection, and release activity.
• Assist with quality control review of new loans and loan file setup to ensure documentation accuracy and proper collateral coverage.
• Process collection-related activity in the core system and coordinate with Collections on repossession fees, GAP/MBP refunds, and reporting.
• Monitor department reports, email requests, and servicing exceptions to ensure timely resolution and strong customer service.
• Assist in gathering data and documentation for audits, exams, and compliance reviews.
• Serve as a resource for complex servicing questions, assist with staff training, and act as backup to the supervisor as needed.
• Recommend process improvements that strengthen controls, reduce risk, and support the Bank’s strategic goals.
• Work with Operations resources to establish procedures written and video
• Perform other duties and special projects as assigned.
• Acts as a backup with escrow processing and monitoring.

Investor Responsibilities:

• Prepare and submit scheduled investor reporting for mortgage loan portfolios serviced for agencies, investors, and other applicable entities.
• Reconcile principal, interest, escrow, advances, payoffs, curtailments, and other servicing-related activity between the core servicing system, general ledger, and investor reports.
• Validate loan-level servicing data to ensure completeness, accuracy, and compliance with investor guidelines.
• Remit and report for principal and interest payments, escrow activity, and servicing fees.
• Support monthly, quarterly, and annual reporting cycles, including trial balances, custodial account reconciliations, and portfolio reporting.
• Review servicing transfers, loan boarding activity, and paid-in-full loans to ensure proper investor reporting treatment.
• Coordinate with internal departments including accounting, loan operations, default, loss mitigation, and compliance to address reporting or data issues.
• Maintain knowledge of investor and agency requirements, including applicable guidelines for reporting, remittance, and record retention.
• Build processes and procedures surrounding creating an investor servicing department.

Compliance Responsibilities

• Ensure loan servicing activities comply with federal, state, and local laws, regulations, and Bank policy.
• Maintain working knowledge of applicable servicing regulations, including RESPA, Regulation X, SCRA, Regulation O, Homeowners Protection Act, and Flood Disaster Protection Act.
• Maintain knowledge of FDICIA controls, loan accounting requirements, internal controls, and servicing best practices.

POSITION REQUIREMENTS:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• High School Diploma or equivalent
• 5 plus years of loan operations or loan servicing experience, or equivalent related experience.
• Experience with residential mortgage, consumer, and indirect loan servicing.
• Experience reviewing loan documents and resolving servicing issues.
• Experience with investor reporting and reconciliation, including FNMA, preferred.
• Experience with bank core systems required; COCC experience preferred.
• Strong customer service, communication, analytical, and problem-solving skills.
• Strong attention to detail, organization, and ability to manage deadlines.
• Proficiency in Microsoft Office, including Word, Excel, and Outlook.
• Knowledge of banking operations, loan servicing terminology, and applicable regulations.
• Must have a positive attitude and the ability to work in a changing business environment.
• Willingness and ability to learn new technology
• Wide range of banking knowledge, or relevant experience within the banking environment and familiarity with bank operations, policies, and banking compliance issues.
• Familiarity with all loan servicing CFPB federal, state and local regulations. Include but not limited to RESPA, SCRA, Regulation O, Homeowners Protection Act and Flood Disaster Protection Act.
• The Analyst must demonstrate organization, an analytical orientation and possess the initiative to work in an independent and reliable manner.

SUPERVISORY SCOPE:

• None

WORK ENVIRONMENT:

• Work environment consists of typical office conditions with moderate noise level. Maintains a schedule consisting of in office and remote work (Remote work mirrors company-wide requirement and is subject to change).

PHYSICAL QUALIFICATIONS:

• Candidate must have the physical ability to sit, stand, walk, talk and hear. Must be able to lift up to 10 pounds. Must have the ability to adjust focus.

INDEPENDENT ACTION:

• Performs work independently within scope of established guidelines and practices. Consults with escrow team and supervisor when clarification or exception may be required.

QUALIFICATIONS:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Any physical demands or work conditions 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.
• 401(k)
• Paid Time Off (PTO)
• Tuition Reimbursement

Begins first of the month following date of hire:

• Critical Illness Insurance
• Disability insurance including LIFE, Long-term disability

Bristol County Savings Bank is an Equal Opportunity Employer and is committed to a diverse workforce. The Bank considers applicants for employment without regard to race, color, sex, sexual orientation, national origin, age, genetic information, veteran status, disability or membership in any other protected class as defined by law.