Loan Servicing Manager

PRIMARY ACCOUNTABILITIES / RESPONSIBILITIES:

Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to customers.

• Responsible for providing outstanding service to our customers and to our internal staff.
• Management and oversight of the day-to-day activities of Supervised staff across the Specialized Loan Operations areas of responsibilities, including, without limitation: Escrow functions, , Commercial Loan payment / Payoff processing including participation loans, EOC and EOD processing, rate change notice review.
• Management and oversight of Commercial Loan Boarding and post Boarding reviews.
• Management and Oversight of Daily Digital Archive report and Verafin report reviews.
• CML Collateral tracking, processing, and releases, including, UCC tracking and continuations, payoff quotes and collateral releases not completed by the CLA area.
• CML Loan maintenance.
• Manages the PMI remittance for all PMI companies.
• Management of escrow process for all loan product lines including payment of real estate taxes and insurance premiums on escrowed loans.
• Completing the Annual Escrow Analysis and Annual PMI disclosure.
• CML Subpoenas and other legal document requests, including document production, and tracking.
• Year End 1098 processing including IRS reporting.
• Daily, Weekly and Monthly Loan Rate Changes.
• Creation and maintaining of Crystal Reports.
• Monitor workload and prioritize projects to ensure tasks are completed timely and accurately.
• Development and maintenance of procedures and resources within areas of focus to ensure efficient processes, exemplary service, and business continuity.
• Resolution for operational issues and establish plans communicating changes and associated risks and controls.
• Development of team members through training, establishment of clear performance goals and providing constructive feedback. Ownership of individual professional development by participating in internal/external trainings and professional development programs.
• Promotion of positive culture of continuous improvement with discipline around end-to-end workflow/processes; participate and collaborate in the review and recommendation of operational systems and delivery channels, automate key processes where possible, working with business and technology partners.
• Serves as the COCC system administrator and oversees daily systematic maintenance (i.e., updating rates / COCC case management). Maintains and ensures appropriate change control documentation within Java.
• Serve as a key liaison with the implementation of all new loan products and services. Oversee development, testing, and compliance of said products and services with applicable bank policies and regulatory requirements. Provide consultative assistance to and foster a collaborative culture with all lines of business in the testing and implementation of new products, services, and technologies.
• Identify and mitigate operational risks associated with the Bank's products and services through the implementation of controls and procedures.
• Serves as a training resource for all loan operations employees.
• Use of established protocols and controls to ensure security and privacy is always maintained. Ensure compliance with all regulations as they relate to the effective operations of the organization and all other applicable policies, laws, and regulatory requirements.
• Research issues and perform root-cause analysis to determine cause and solutions.
• Assumes responsibility for related duties as required or assigned.
• Make independent decisions for appropriate action to be taken within Bank Policies and Procedures.
• Devise and propose strategies for continuous improvement in the automation of our mortgage servicing activities.
• Participate in Special Projects as needed to support merger and acquisition activity.

POSITION REQUIREMENTS:

• EDUCATION/CERTIFICATION: High school diploma or equivalent experience.
• REQUIRED KNOWLEDGE: Thorough knowledge of Bank operations.
• SKILLS/ABILITIES: Well organized, attention to detail, strong problem-solving skills, able to assist and coordinate activities with others, able to use all related computer applications and business machines. Analytical. Must have ability to analyze exception reports and implement resolutions.
• Minimum 15 years directly related loan operations experience.
• Minimum 5-10 years' experience managing team of varied skill levels.
• Requires the ability to handle high volumes with high accuracy
• In depth knowledge of complex commercial loan transactions and associated documentation.
• In depth knowledge of loan and mortgage documents and state title requirements.
• Excellent understanding of government regulations and legal requirements involving mortgage and consumer lending.
• Ability to apply logical or scientific thinking to define problems, collect data, establish facts, and draw conclusions.
• Able to interpret a variety of technical instructions and can deal with multiple variables.
• Ability to compute the most complex lending calculations including, but no limited to escrow deficiencies, escrow shortages, interest accruals, and interest rate changes.
• In depth knowledge of complex commercial loan transactions and associated documentation .
• Self-directed. Must possess the ability to work autonomously and to prioritize work to meet deadlines.
• Expert knowledge of existing CORE system (COCC).
• Expert knowledge of Crystal Reporting and Synergy Reporting.
• Strong, pragmatic decision-making skills.
• Ability to multi-task in a fast-paced environment.
• Team-oriented.
• Continued Education within area of focus.

INDEPENDENT ACTION:

Performs work independently within scope of established guidelines and practices. Consults with manager where clarification or exception to Bank policy may be required.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Any physical demands or work conditions 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.

An Affirmative Action/Equal Opportunity Employer of protected veterans and individuals with disabilities. Applicants for employment are considered without regard to race, creed, color, religion, sex, gender identity, sexual orientation, marital status, genetic information, national origin, age, disability, status as a veteran, Vietnam Era Veteran, or being a member of the Reserves or National Guard. Also, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.