South Shore Bank
The Loan Operations Residential Loan Servicing Manager is responsible for the day-to-day performance of all back-office consumer loan servicing. This position directs the efforts of the back-office support personnel to maintain and service loans on core system for Residential Mortgage and Home Equity Loans, ensure information is complete and accurate and maintain data integrity, maintain compliance with all federal and state regulations, Bank policies and procedures and servicing of consumer loans and personal repayment accounts (“PRA’s”).
In addition, this position will be responsible for confirming loan work is completed within SLA or applicable regulations; continuous process improvement initiatives; writing and approving procedures; and creation and execution of controls.
Essential Duties And Responsibilities
Day-to-day oversight and coordination of staff and all daily functions. Develop and encourage on-going process improvement initiatives to ensure accuracy and efficiency. Oversee new loan onboarding, modification and conversions. Oversee posting of payments, payoffs, draw request, disbursing loan funds and loan maintenance. Oversee QC of all new consumer loans as well as modifications in the core system and ensures data accuracy and compliance with all internal procedures for new loans. Subject Matter Expert regarding all types of consumer loans, including residential mortgage, home equity and installment. Working knowledge of current Investor (FNMA, FHLB, Mass Housing, etc.) guidelines and compliance regulations. Ensure all investor servicing requirements are met. Ensure department staff provides superior customer experience to all internal and external customers and satisfactorily resolves customer account requests, including information requests and issue resolution. Primary contact for internal clients (a) for escalation of issues (b) to advise as to system capabilities, and (c) respond to inquiries. Provide technical advice and guidance to others on lending related loan software applications and processes. Maintain and demonstrate proficiency with loan software applications. Conduct research of consumer loans issues; develop and implement plans of resolution. Engage with customer to explain resolution of issues. Oversee general maintenance and modifications of existing consumer loans and PRA’s. Oversee life of loan maintenance of all consumer loans and PRA’s, including loan payment processing and payoff quotes. Oversee general maintenance and modifications of existing consumer loans. Maintenance and modifications may include: Rate and Payment Modifications Construction Loan Conversions HELOC Conversions Changes in loan schedules Oversee payoff quotes for all consumer loans. Oversee loan payment processing. Review daily reports for exceptions and takes appropriate action as warranted. Review credit disputes and corrects the information in e-OSCAR, as needed. Conducts yearly performance reviews for direct reports and facilitates yearly development plans for staff. Develop colleagues through coaching. Identify individual skill sets, maximize utilization of strengths and develop skill sets. Ongoing maintenance and updates to process and procedures. Other duties as assigned. Back-up to Senior Manager – Loan Servicing Complete all internal Company training as assigned and required. Adhere to the Company’s privacy and data security policies including but not limited to safeguarding of sensitive information and complying with relevant regulations to protect non-public information. Exhibit the ability and desire to embrace and enhance the Company culture. Requirements
Bachelor's degree required, or equivalent experience in business or related field. Minimum three to five years of loan processing experience preferred. Minimum two-years’ supervisory experience in a consumer lending environment. Working knowledge of current consumer compliance regulations. Experience servicing investor (private and GSEs) loans. Analytical. Must have ability to analyze exception reports and implement resolutions; attention to detail is required. Self-directed. Must possess the ability to work autonomously and to prioritize work to meet deadlines. MS Office Suite Experience and proficiency in Excel required. Demonstrated superior customer service skills. Excellent communication skills – verbal and written. Above average knowledge of existing CORE system (FIS - IBS). Established ability to effectively lead teams of varied skill levels. Strong, pragmatic decision-making skills. Advanced knowledge of Microsoft Office Products, proficient in Excel. Ability to multi-task in a fast-paced environment. Team-oriented. Basic knowledge of the banking and financial services industry including federal laws and regulations Willingness to gain new knowledge and technical skills. Charlesbridge is committed to providing equal opportunity for all employees and applicants without regard to race, color, religion, gender, sexual orientation, age, marital status, national origin, physical or mental disability, veteran or disability status, gender identity, or expression, citizenship, genetic information, ancestral origin, military status, pregnancy, childbirth, and or conditions relating to pregnancy or any other related medical conditions or any other status protected by Federal, State or local laws. The pay range for this position is $74,165.00 - $99,245.00 per year.
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Day-to-day oversight and coordination of staff and all daily functions. Develop and encourage on-going process improvement initiatives to ensure accuracy and efficiency. Oversee new loan onboarding, modification and conversions. Oversee posting of payments, payoffs, draw request, disbursing loan funds and loan maintenance. Oversee QC of all new consumer loans as well as modifications in the core system and ensures data accuracy and compliance with all internal procedures for new loans. Subject Matter Expert regarding all types of consumer loans, including residential mortgage, home equity and installment. Working knowledge of current Investor (FNMA, FHLB, Mass Housing, etc.) guidelines and compliance regulations. Ensure all investor servicing requirements are met. Ensure department staff provides superior customer experience to all internal and external customers and satisfactorily resolves customer account requests, including information requests and issue resolution. Primary contact for internal clients (a) for escalation of issues (b) to advise as to system capabilities, and (c) respond to inquiries. Provide technical advice and guidance to others on lending related loan software applications and processes. Maintain and demonstrate proficiency with loan software applications. Conduct research of consumer loans issues; develop and implement plans of resolution. Engage with customer to explain resolution of issues. Oversee general maintenance and modifications of existing consumer loans and PRA’s. Oversee life of loan maintenance of all consumer loans and PRA’s, including loan payment processing and payoff quotes. Oversee general maintenance and modifications of existing consumer loans. Maintenance and modifications may include: Rate and Payment Modifications Construction Loan Conversions HELOC Conversions Changes in loan schedules Oversee payoff quotes for all consumer loans. Oversee loan payment processing. Review daily reports for exceptions and takes appropriate action as warranted. Review credit disputes and corrects the information in e-OSCAR, as needed. Conducts yearly performance reviews for direct reports and facilitates yearly development plans for staff. Develop colleagues through coaching. Identify individual skill sets, maximize utilization of strengths and develop skill sets. Ongoing maintenance and updates to process and procedures. Other duties as assigned. Back-up to Senior Manager – Loan Servicing Complete all internal Company training as assigned and required. Adhere to the Company’s privacy and data security policies including but not limited to safeguarding of sensitive information and complying with relevant regulations to protect non-public information. Exhibit the ability and desire to embrace and enhance the Company culture. Requirements
Bachelor's degree required, or equivalent experience in business or related field. Minimum three to five years of loan processing experience preferred. Minimum two-years’ supervisory experience in a consumer lending environment. Working knowledge of current consumer compliance regulations. Experience servicing investor (private and GSEs) loans. Analytical. Must have ability to analyze exception reports and implement resolutions; attention to detail is required. Self-directed. Must possess the ability to work autonomously and to prioritize work to meet deadlines. MS Office Suite Experience and proficiency in Excel required. Demonstrated superior customer service skills. Excellent communication skills – verbal and written. Above average knowledge of existing CORE system (FIS - IBS). Established ability to effectively lead teams of varied skill levels. Strong, pragmatic decision-making skills. Advanced knowledge of Microsoft Office Products, proficient in Excel. Ability to multi-task in a fast-paced environment. Team-oriented. Basic knowledge of the banking and financial services industry including federal laws and regulations Willingness to gain new knowledge and technical skills. Charlesbridge is committed to providing equal opportunity for all employees and applicants without regard to race, color, religion, gender, sexual orientation, age, marital status, national origin, physical or mental disability, veteran or disability status, gender identity, or expression, citizenship, genetic information, ancestral origin, military status, pregnancy, childbirth, and or conditions relating to pregnancy or any other related medical conditions or any other status protected by Federal, State or local laws. The pay range for this position is $74,165.00 - $99,245.00 per year.
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