Main Street Bank
VP Retail Lending Operations & Investor Relations (73002)
Main Street Bank, Marlborough, Massachusetts, us, 01752
Overview
Title: VP, Retail Lending Operations & Investor Relations. Salary Grade: FLSA Status: Exempt. Employment Status: Full Time. Department: Retail Lending. Location: Headquarters/Hybrid Eligible. Reports To: SVP, Retail Lending & Loan Servicing. Date Prepared: October 3, 2025. Human Resources Review: October 6, 2025.
Summary: Reporting to the SVP, Retail Lending & Loan Servicing, the VP, Retail Lending Operations & Investor Relations is responsible for leading the residential and consumer lending teams, driving operational excellence, and ensuring full compliance with regulatory requirements. This role emphasizes advanced technology expertise to streamline mortgage workflows, enhance secondary market operations, and efficiently manage investor relationships. The position requires strong collaboration with Loan Servicing, Compliance, and other bank departments to achieve high standards in lending performance and operational integrity. Additionally, it is expected that this position assists with projects that affect the department and the bank, acts as a resource for other team members in the Loan Servicing department and embraces the established sales and service culture to maximize their contribution to the Bank’s goals. After successful completion of training and proven abilities, this position is eligible for a hybrid work arrangement with consistent availability expected during core business hours and agreed upon number of days per-week/month on site.
Essential Duties and Responsibilities
Lead, coach, and support the residential mortgage and consumer lending departments, ensuring operational excellence and leveraging Optimal Blue and Encompass technologies to streamline workflows and processes.
Oversee and manage the origination of new residential and consumer loan accounts, ensuring compliance with the Bank’s loan policy guidelines and utilizing Optimal Blue and Encompass to enhance accuracy and efficiency.
Develop, implement, and refine policies and procedures to maximize departmental effectiveness and integration with other bank systems.
Present loans to appropriate committees for approval and maintain comprehensive documentation, including the preparation, review, and updating of loan procedures manuals.
Assist in developing the departmental budget and oversee all related projects, including the conception, planning, and implementation of new business programs.
Serve as the Bank’s MERS Officer, responsible for filing quarterly attestations and the annual report.
Manage the mortgage and consumer lending operations and oversee buying and selling of mortgages in the secondary market, including adding new mortgage investors, managing relationships with current investors, recommending product pricing and development, negotiating contracts, and presenting loans for approval and sale.
Direct the consumer loan department, providing guidance on product offerings such as auto loans, passbook loans, unsecured loans, revolving credit, septic loans, etc.
Address loan compliance issues and supervise the collection and submission of monthly HMDA reports and the annual LAR.
Represent the Loan Departments on various Bank Committees, participate in industry trade groups and educational programs, and recommend improvements for compliance and operational efficiency.
General
Consistently meet or exceed established performance standards and objectives, using tools and systems including Optimal Blue and Encompass for self-management, organization, and proactive problem-solving.
Achieve strong results while balancing multiple complex demands and promote the corporate culture by fostering organizational vision, policies, and guidelines.
Support internal, external, and regulatory auditors with the collection of requested materials as assigned with their respective engagements.
Maintain registration with the National Mortgage Licensing System and Registry (NMLS&R) and uphold responsibilities under the SAFE Act.
Self-manage, organize, and complete work independently, proactively recognizing potential obstacles and resolving them before they become issues, meeting deadlines, and creating action plans when not on track.
Use discretion in handling large amounts of sensitive, confidential information, while adhering to Bank policies and procedures.
Volunteer for assignments to address specific issues and opportunities; adhere to all company policies and service standards.
Regular and consistent attendance to ensure high standards of customer service.
Maintain knowledge of and ensure compliance with Bank Secrecy Act regulations and related compliance procedures and risk controls; complete required trainings.
Other duties as assigned.
Supervisory Responsibilities
Build and lead a high-performing Loan Servicing team through direct supervision, mentoring, cross-training, and performance management.
Establish departmental goals and objectives, monitor progress, and measure performance against key metrics.
Identify and develop high-potential team members, supporting succession planning and career advancement.
Foster an inclusive, collaborative work environment that values individual strengths, encourages innovation, and supports change.
Oversee daily operations and ensure timely, accurate task completion aligned with business needs and priorities.
Monitor and enhance procedures to improve productivity and efficiency, communicating changes to stakeholders.
Provide training and guidance on new and existing processes to ensure team proficiency and consistency.
Manage multiple complex priorities while maintaining focus on departmental results.
Promote and reinforce the organization’s culture, vision, and strategic direction.
Monitor and approve bi-weekly timecards; manage time-off requests to ensure adequate coverage.
Conduct performance checkpoints, coaching, and development discussions as needed.
Level of Responsibility
Interact with staffing levels, Board of Directors, and community members, providing subject matter expertise and contributing to organizational revenue.
Perform non-routine, complex, analytical work; ensure compliance with bank policies and regulator requirements.
Contribute to change management and strategic alignment impacting bank goals.
Required Skills and Qualifications
Bachelor’s degree in business administration or related field, or equivalent experience.
Minimum 8-10 years leading a Lending Team with progressive senior management responsibilities.
Experience in risk management and developing solutions for loan applicants through risk identification and mitigation.
Expertise in business and organizational planning, coordination, and execution.
Strong knowledge of banking regulations and laws; thorough understanding of mortgage and consumer lending vehicles.
In-depth understanding of secondary market guidelines, including state agency, HELOC, second mortgage, and consumer loan requirements.
Knowledge of Fannie Mae, Freddie Mac, and secondary mortgage market guidelines, including automated underwriting systems (DU and LPA).
Registered, or eligible to register, for a valid Mortgage Loan Originator Identifier Number via NMLS&R.
Proficiency in Microsoft Office and standard office equipment.
Other Requirements
Equipment: Smart Phone for MFA access to MSB systems.
Hybrid/Remote: Dedicated workspace, reliable internet, and video-capable setup.
Work Environment
Regular office environment; occasional travel and flexible hours as needed for bank operations.
Main Street Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable laws. If you need a reasonable accommodation during the hiring process, please contact human.resources@bankmainstreet.com or call 978-487-1432.
Americans with Disabilities Act (ADA) compliance: Main Street Bank provides accommodations as required. The completion of this application does not guarantee a position and offers are contingent on satisfactory background and credit reviews. Employment is at-will.
#J-18808-Ljbffr
Summary: Reporting to the SVP, Retail Lending & Loan Servicing, the VP, Retail Lending Operations & Investor Relations is responsible for leading the residential and consumer lending teams, driving operational excellence, and ensuring full compliance with regulatory requirements. This role emphasizes advanced technology expertise to streamline mortgage workflows, enhance secondary market operations, and efficiently manage investor relationships. The position requires strong collaboration with Loan Servicing, Compliance, and other bank departments to achieve high standards in lending performance and operational integrity. Additionally, it is expected that this position assists with projects that affect the department and the bank, acts as a resource for other team members in the Loan Servicing department and embraces the established sales and service culture to maximize their contribution to the Bank’s goals. After successful completion of training and proven abilities, this position is eligible for a hybrid work arrangement with consistent availability expected during core business hours and agreed upon number of days per-week/month on site.
Essential Duties and Responsibilities
Lead, coach, and support the residential mortgage and consumer lending departments, ensuring operational excellence and leveraging Optimal Blue and Encompass technologies to streamline workflows and processes.
Oversee and manage the origination of new residential and consumer loan accounts, ensuring compliance with the Bank’s loan policy guidelines and utilizing Optimal Blue and Encompass to enhance accuracy and efficiency.
Develop, implement, and refine policies and procedures to maximize departmental effectiveness and integration with other bank systems.
Present loans to appropriate committees for approval and maintain comprehensive documentation, including the preparation, review, and updating of loan procedures manuals.
Assist in developing the departmental budget and oversee all related projects, including the conception, planning, and implementation of new business programs.
Serve as the Bank’s MERS Officer, responsible for filing quarterly attestations and the annual report.
Manage the mortgage and consumer lending operations and oversee buying and selling of mortgages in the secondary market, including adding new mortgage investors, managing relationships with current investors, recommending product pricing and development, negotiating contracts, and presenting loans for approval and sale.
Direct the consumer loan department, providing guidance on product offerings such as auto loans, passbook loans, unsecured loans, revolving credit, septic loans, etc.
Address loan compliance issues and supervise the collection and submission of monthly HMDA reports and the annual LAR.
Represent the Loan Departments on various Bank Committees, participate in industry trade groups and educational programs, and recommend improvements for compliance and operational efficiency.
General
Consistently meet or exceed established performance standards and objectives, using tools and systems including Optimal Blue and Encompass for self-management, organization, and proactive problem-solving.
Achieve strong results while balancing multiple complex demands and promote the corporate culture by fostering organizational vision, policies, and guidelines.
Support internal, external, and regulatory auditors with the collection of requested materials as assigned with their respective engagements.
Maintain registration with the National Mortgage Licensing System and Registry (NMLS&R) and uphold responsibilities under the SAFE Act.
Self-manage, organize, and complete work independently, proactively recognizing potential obstacles and resolving them before they become issues, meeting deadlines, and creating action plans when not on track.
Use discretion in handling large amounts of sensitive, confidential information, while adhering to Bank policies and procedures.
Volunteer for assignments to address specific issues and opportunities; adhere to all company policies and service standards.
Regular and consistent attendance to ensure high standards of customer service.
Maintain knowledge of and ensure compliance with Bank Secrecy Act regulations and related compliance procedures and risk controls; complete required trainings.
Other duties as assigned.
Supervisory Responsibilities
Build and lead a high-performing Loan Servicing team through direct supervision, mentoring, cross-training, and performance management.
Establish departmental goals and objectives, monitor progress, and measure performance against key metrics.
Identify and develop high-potential team members, supporting succession planning and career advancement.
Foster an inclusive, collaborative work environment that values individual strengths, encourages innovation, and supports change.
Oversee daily operations and ensure timely, accurate task completion aligned with business needs and priorities.
Monitor and enhance procedures to improve productivity and efficiency, communicating changes to stakeholders.
Provide training and guidance on new and existing processes to ensure team proficiency and consistency.
Manage multiple complex priorities while maintaining focus on departmental results.
Promote and reinforce the organization’s culture, vision, and strategic direction.
Monitor and approve bi-weekly timecards; manage time-off requests to ensure adequate coverage.
Conduct performance checkpoints, coaching, and development discussions as needed.
Level of Responsibility
Interact with staffing levels, Board of Directors, and community members, providing subject matter expertise and contributing to organizational revenue.
Perform non-routine, complex, analytical work; ensure compliance with bank policies and regulator requirements.
Contribute to change management and strategic alignment impacting bank goals.
Required Skills and Qualifications
Bachelor’s degree in business administration or related field, or equivalent experience.
Minimum 8-10 years leading a Lending Team with progressive senior management responsibilities.
Experience in risk management and developing solutions for loan applicants through risk identification and mitigation.
Expertise in business and organizational planning, coordination, and execution.
Strong knowledge of banking regulations and laws; thorough understanding of mortgage and consumer lending vehicles.
In-depth understanding of secondary market guidelines, including state agency, HELOC, second mortgage, and consumer loan requirements.
Knowledge of Fannie Mae, Freddie Mac, and secondary mortgage market guidelines, including automated underwriting systems (DU and LPA).
Registered, or eligible to register, for a valid Mortgage Loan Originator Identifier Number via NMLS&R.
Proficiency in Microsoft Office and standard office equipment.
Other Requirements
Equipment: Smart Phone for MFA access to MSB systems.
Hybrid/Remote: Dedicated workspace, reliable internet, and video-capable setup.
Work Environment
Regular office environment; occasional travel and flexible hours as needed for bank operations.
Main Street Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable laws. If you need a reasonable accommodation during the hiring process, please contact human.resources@bankmainstreet.com or call 978-487-1432.
Americans with Disabilities Act (ADA) compliance: Main Street Bank provides accommodations as required. The completion of this application does not guarantee a position and offers are contingent on satisfactory background and credit reviews. Employment is at-will.
#J-18808-Ljbffr