Sr. Loan Servicing Specialist (Mortgage/Consumer Loan Servicing)

Make Your Move•Salem, MA

5h•$53,000 - $75,000•Onsite

About The Position

Salem Five is hiring a Sr. Loan Servicing Specialist to support residential mortgage and consumer loan servicing from its Salem, Massachusetts office. The role handles customer inquiries and requests through the internal ticketing system, contact center, and retail branches, including research and follow-up. It also performs and oversees servicing activities, maintains customer and loan records, supports regulatory compliance, and helps ensure work is completed accurately and on time. The specialist monitors designated Loan Operations personnel, serves as backup during staff absences or vacancies, monitors JIRA Help Desk tickets, audits system maintenance, and assists management with audits and business continuity planning. The role also analyzes processes for efficiency through technology and automation, helps maintain written procedures and controls, and closely supervises servicing of consumer loans, payoff processing, and discharges. The position requires an associate degree or equivalent and at least three years in a client-focused business environment, or an equivalent combination of education and experience. The posted salary range is $53,000–$75,000. The role requires working in the Salem, MA office.

Requirements

Associate degree (AA) or equivalent from a two-year college or technical school, or an equivalent combination of education and experience.
At least three years of experience in a client-focused business environment, or an equivalent combination of education and experience.
Demonstrated capability and familiarity with Microsoft products, including Excel and Word.
Ability to work in the Salem, MA office.

Nice To Haves

Prior clerical or administrative support experience is a strong plus.

Responsibilities

Assist with customer inquiries and requests received through the internal ticketing system, contact center, and retail branches; conduct research and follow up with customers.
Perform residential and consumer loan servicing, including quality control for new installment and mortgage loans; processing payments and advances; issuing statements and notices; maintaining interest rates; and maintaining customer, account, transaction, and official loan records.
Respond to customer requests and assist with escalated issues, working with the complaint/legal department toward dispute resolution.
Assist with notices of error and requests for information, mortgage payoffs, partial releases, trust transfers, easements, partial takings by eminent domain, subordinations, assent to amend master deeds, loan modifications, and insurance loss draft programs.
Perform first-level accounting reconciliations and assist management with audit responsibilities.
Ensure department compliance with applicable regulations, investor guidelines, and policies, including CFPB, Dodd-Frank, Regulation Z, RESPA, and GLBA requirements.
Monitor designated consumer and residential Loan Operations personnel and ensure their work is completed accurately and on time.
Provide staff coverage during vacations, vacancies, illness, and other absences.
Monitor JIRA Help Desk tickets to ensure accurate completion within expected time frames.
Audit system maintenance performed on accounts to ensure data integrity.
Assist with and participate in the annual Business Continuity Plan.
Help management maintain appropriate procedures for residential and consumer servicing in compliance with applicable laws and regulations.
Analyze existing processes and identify opportunities for operational efficiency using technology and automation.
Help implement and maintain written operating procedures and controls for daily, monthly, quarterly, and yearly loan servicing tasks.
Closely supervise servicing of overdraft, HELOC, and student loans to ensure accurate documentation and system setup and compliance.
Oversee payoff desk processing and discharges to ensure accuracy and timely completion.