Loan Servicing Manager, Florence MA

Florence Bank•Northampton, MA

8h•$68,888 - $103,000•Onsite

About The Position

Responsible for the oversight and management of all residential mortgage and consumer loan servicing activities. Ensures accurate loan set-up, payment processing, escrow administration, investor reporting, customer service, and regulatory compliance. Acts as a consultant to business areas in terms of product and loan documentation revisions and introductions of new product offerings. Provides leadership to servicing staff while supporting operational efficiency, customer satisfaction, strategic growth objectives, and adherence to Bank policies and procedures. Manages, coaches, and evaluates job performance of department staff to ensure effective performance, excellent service, and strong employee engagement.

Requirements

A Bachelor’s degree in business or equivalent work-related experience.
A minimum of 5 years in the banking industry.
A minimum of 5-7 years of loan servicing experience.
Strong understanding of the requirements and features of the Bank’s loan products, services and loan systems.
Strong communication skills, both verbal and written.
Strong PC knowledge.

Responsibilities

Consistently provides superior professional service to internal and external customers.
Consistently meet expectations of teamwork, punctuality and regular, reliable attendance.
Effectively performs in the area of employee management and development through conducting regular staff meetings; monitoring staffing levels; demonstrating strong communication, coaching, and training of staff; conducting performance evaluations; focusing on staff development; and ensuring employee engagement.
Ensures compliance with Bank policies, state and federal regulatory requirements and investor guidelines. Compiles data, and is key resource, for all agency examinations relative to servicing process.
Research, test and implement new loan products, product revisions, documentation changes or software enhancements which impact the Bank’s overall loan operations.
Participates in evaluating new equipment or software relative to Loan Servicing.
Provide strategic direction and feedback on core system software and performance; create documentation for vendors; assist in business requirements for charges and new functionality.
Involved in strategic planning for Loan Servicing Department and makes budget recommendations.
Prepares management and Director reporting on volumes and principal paydowns. Creates internal reporting for Insider loans, annual Insider information reporting to the Commissioner of Banks and oversees all Investor reporting.
Oversees management of Investor servicing and processing, remitting, reporting and reconciliation keeping within Investor requirements.
Oversees tax process and annual escrow analysis process within regulatory requirements.
Ensure that loan maintenance processes are followed with appropriate authorizations. Responsible for managing risk and ensuring the policies and procedures provide adequate controls. Responsible for assessing and assigning security levels; training staff and/or other personnel in loan functions.
Is responsible for research and responding to all customer credit disputes; processes changes to credit history through credit bureaus.
Oversees management of imaging processes.
Serves on committees and/or task forces on a volunteer basis, or by request.
Establish familiarity with laws and regulations applicable to the line of business.
Establish effective policies, procedures and controls to assist in ensuring compliance with laws and regulations applicable to the line-of-business.
Establish and maintain employee training incorporating applicable laws and regulations into the individual jobs in the business unit.
Implement corrective action when independent reviews show that controls are not working, or employees are not performing incompliance with laws and regulations.
Conduct periodic compliance assessments as needed to help assure on-going compliance.
Assumes additional responsibilities, as requested.