South Shore Bank
SUMMARY
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 (a) maintain and service loans on core system for Residential Mortgage and Home Equity Loans, (b) ensure information is complete and accurate and maintain data integrity, (c) maintain compliance with all federal and state regulations, Bank policies and procedures and (d) 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.
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 correct 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.
Qualifications
Bachelor’s degree required, or equivalent experience in business or related field.
Minimum three to five years of loan processing experience preferred.
Minimum two‑year’s 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.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand, walk; use sufficient hand, arm and finger dexterity or feel objects, tools, and controls. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Key Points For those seeking to deliver the latest financial solutions rooted in trustworthy, high‑quality service, Charlesbridge, a mutual bank holding company, provides operational support, resources, legacy, and innovative thinking to financial institutions so they can deliver a suite of flexible, personalized solutions designed to meet the evolving needs of our clients and our communities. Our local roots, dedication to the communities we serve, loyalty to our people, and commitment to excellence ensure that we remain a trusted partner in an ever‑evolving financial journey, today and tomorrow. While our employees are committed to helping our clients, we are committed to our employees. To support our employees, we offer a competitive benefit package with Medical, Dental, Vision, Flexible Spending, Tuition Reimbursement, Childcare Subsidy, Retirement, Life Insurance and many other benefits.
Pay Range Disclosure (Massachusetts Requirement) The pay range for this position is $74,165.00 – $99,245.00 per year and is the lowest to highest salary Charlesbridge in good faith believe we would pay for this role at the time of this posting. Charlesbridge may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, sales or revenue‑based metrics, and business or organizational needs and affordability.
EOE/F/M/Vet/Disabled
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Finance and Sales
Banking
Referrals increase your chances of interviewing at South Shore Bank by 2x
#J-18808-Ljbffr
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.
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 correct 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.
Qualifications
Bachelor’s degree required, or equivalent experience in business or related field.
Minimum three to five years of loan processing experience preferred.
Minimum two‑year’s 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.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand, walk; use sufficient hand, arm and finger dexterity or feel objects, tools, and controls. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Key Points For those seeking to deliver the latest financial solutions rooted in trustworthy, high‑quality service, Charlesbridge, a mutual bank holding company, provides operational support, resources, legacy, and innovative thinking to financial institutions so they can deliver a suite of flexible, personalized solutions designed to meet the evolving needs of our clients and our communities. Our local roots, dedication to the communities we serve, loyalty to our people, and commitment to excellence ensure that we remain a trusted partner in an ever‑evolving financial journey, today and tomorrow. While our employees are committed to helping our clients, we are committed to our employees. To support our employees, we offer a competitive benefit package with Medical, Dental, Vision, Flexible Spending, Tuition Reimbursement, Childcare Subsidy, Retirement, Life Insurance and many other benefits.
Pay Range Disclosure (Massachusetts Requirement) The pay range for this position is $74,165.00 – $99,245.00 per year and is the lowest to highest salary Charlesbridge in good faith believe we would pay for this role at the time of this posting. Charlesbridge may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, sales or revenue‑based metrics, and business or organizational needs and affordability.
EOE/F/M/Vet/Disabled
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Finance and Sales
Banking
Referrals increase your chances of interviewing at South Shore Bank by 2x
#J-18808-Ljbffr