Senior Servicer

Job Description

Job Description

Job Summary:    The Loan Operations Senior Servicer is responsible for performing complex consumer loan servicing functions with a high degree of accuracy and attention to detail. This role supports a variety of specialized servicing activities, including loan modifications, construction-to-permanent conversions, investor loan onboarding, insurance administration, and investor reconciliation. The Senior Servicer serves as a resource to the servicing team, assists with training and process improvements, and ensures servicing activities are completed in accordance with bank policies, investor requirements, and regulatory guidelines while delivering exceptional customer service.

Qualifications: 

To perform this job successfully, the individual must be able and willing to perform all essential duties satisfactorily. The position responsibilities outlined here are in no way to be construed as all encompassing. Additional duties, responsibilities and qualifications may be required and/or assigned as necessary. Reasonable accommodations, as determined by management on a case-by-case basis, may be made to enable individuals with disabilities to perform essential duties.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Process complex consumer loan servicing transactions, including loan modifications, construction-to-permanent conversions, investor loan onboarding, participation loans, and swap loans.
• Review loan documentation to ensure completeness and accuracy prior to boarding and throughout the servicing life cycle.
• Interpret loan documentation and product requirements to accurately service consumer loan products.
• Monitor flood and hazard insurance using third-party vendor systems, ensuring required coverage is maintained, premiums are paid, and exceptions are resolved timely.
• Perform monthly reconciliations for investor and participation loan portfolios, researching and resolving discrepancies as needed.
• Manage credit bureau disputes through e-OSCAR, including processing ACDVs and AUDs in accordance with established procedures.
• Monitor servicing reports and exception queues, researching and resolving outstanding items to maintain data integrity.
• Assist with servicing projects, system testing, and implementation of process improvements as assigned.
• Update servicing procedures and job aids to reflect operational and regulatory changes.
• Demonstrate a strong understanding of real estate tax and insurance processes when assisting with customer inquiries.
• Respond to customer, attorney, and internal staff inquiries in a professional, timely, and accurate manner.
• Serve as backup for critical servicing functions to ensure operational continuity.
• Perform additional duties as assigned.

JOB REQUIREMENTS

• Ability to communicate with customers, attorneys and staff in a clear and professional manner
• Ability to embrace and adapt to departmental and global changes
• Ability to work in a fast-paced environment with strong attention to detail and accuracy
• Proficient in Microsoft Office Suite (specifically Word and Excel)
• Ability to adhere to Needham Bank’s Core Values ( Focus on Customer Relationship, Embrace Change, Work as a Team, Be an Asset to Your Community, Always Learn, and Do the Right Thing )

EDUCATION & EXPERIENCE

• High school diploma or equivalent required; associate’s degree in Business, Finance, or a related field preferred.
• Minimum of 3–5 years of experience in consumer or mortgage loan servicing, banking operations, or a related financial services role.
• Demonstrated knowledge of consumer loan servicing processes, loan documentation, insurance administration, escrow, and investor servicing.
• Experience with core loan servicing systems and Microsoft Office Suite, with intermediate proficiency in Excel.
• Strong organizational, analytical, and problem-solving skills with the ability to manage multiple priorities while maintaining a high degree of accuracy.
• Excellent written and verbal communication skills with a commitment to providing exceptional customer service.

WORKING CONDITIONS/PHYSICAL DEMANDS

• Normal business office environment

Needham Bank offers a competitive salary and an amazing benefit package for a full-time employee which includes fully paid medical and dental insurance, HRA, 401(k) plan with an 8% bank match, paid time off (PTO), paid holidays, a bonus program, flexible spending accounts, vision service plan, group term life insurance, short- and long-term disability insurance, tuition reimbursement, and an Employee Assistance Program.  We offer a great benefit package to our eligible part-time employees as well.

At NB, we are dedicated to building a diverse, inclusive and authentic workplace - if you are excited about this role, but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

Needham Bank is an Equal Opportunity/Affirmative Action Employer.  Needham Bank will provide all applicants for employment and all employees with equal opportunity for employment and promotion regardless of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.