Loan Operations Manager

Clintonsavings•Clinton, MA

8d•Hybrid

About The Position

We are seeking a highly experienced Loan Operations Manager to lead and optimize our loan servicing operations. This role is responsible for overseeing the end-to-end loan servicing process, ensuring compliance with regulatory requirements, enhancing operational efficiency, and driving a high level of customer satisfaction. The ideal candidate has a deep knowledge of loan servicing practices, strong leadership skills, and the ability to implement process improvements in a fast-paced environment.

Requirements

Bachelor’s degree in related field required.
Minimum of 5–7 years of loan servicing or loan operations experience, including residential, commercial, and consumer loans, preferably in a financial institution.
Minimum 3 years supervisory or management experience required.
In-depth knowledge and experience servicing residential, consumer, and commercial loans required; community bank experience strongly preferred.
Strong working knowledge of loan servicing regulations and best practices.
Demonstrated leadership, coaching, and team development skills.
Proficiency with core banking and loan servicing systems.
Strong communication and interpersonal skills with a customer-focused mindset.
High attention to detail with the ability to manage multiple priorities effectively in a deadline-driven environment.

Nice To Haves

Experience with Fiserv DNA or COCC, Meridian Link, Mortgage Bot, preferred.

Responsibilities

Ensure accurate servicing of residential mortgage, consumer and commercial loans portfolios throughout the loan lifecycle.
Oversee all loan servicing functions including loan onboarding, payment processing, escrow management, rate changes, payoffs, loan maintenance, investor loan servicing, and quality control.
Ensure accurate maintenance of loan terms, rates, collateral, insurance, taxes, escrow accounts, and payment histories.
Oversee servicing transfers, participations, and loan sales, as applicable.
Ensure comprehensive documentation of all loan servicing processes, systems and procedures to ensure operational continuity and create a sustainable knowledge base for the team.
Review and approve complex servicing transactions and exception items.
Review and approve year-end documentation and work with core vendor to resolve any issues (1098, year-end loan statements, etc).
Ensure loan servicing activities comply with all applicable federal and state laws and regulations, including but not limited to RESPA, TILA, FCRA, flood insurance & PMI requirements.
Oversee the investigation and resolution of credit reporting disputes (e-OSCAR) and ensure the accuracy of monthly credit bureau reporting across all loan portfolios in compliance with FCRA and Metro 2 standards.
Oversee internal controls, audits and examinations; respond to findings and implement corrective action plans.
Maintain strong documentations standards and procedures to support internal controls for business continuity, disaster recovery, audit readiness, and regulatory examinations.
Address servicing-related exceptions, findings, and corrective action plans.
Collaborate with Compliance, Collections, Retail, and Lending teams to ensure seamless handoffs and issue resolution.
Serve as a point of escalation for complex customer inquiries, complaints, and servicing issues.
Ensure timely, accurate, and professional responses to borrower requests, including payoff statements, and servicing inquiries.
Lead, coach, and develop loan servicing staff, fostering accountability, collaboration, and professional growth.
Establish performance goals, conduct evaluations, and support ongoing training and cross-training initiatives.
Serve as subject-matter-expert on loan servicing systems and related technology.
Serve as the primary system administrator and key point of contact for third-party servicing vendors, managing service-level agreements (SLAs), system updates, and vendor performance to ensure seamless integration with core banking systems
Prepare and review management reports related to servicing activity.