Apply on Employer Site

Clinton Savings Bank · 1 week ago

Loan Operations Manager

Clinton, MA

Full-time

Hybrid

Senior Level

$67K/yr - $90K/yr

5+ years exp

Clinton Savings Bank is seeking a highly experienced Loan Operations Manager to lead and optimize their loan servicing operations. This role is responsible for overseeing the end-to-end loan servicing process, ensuring compliance with regulatory requirements, and enhancing operational efficiency.

BankingCommunitiesFinancial Services

Responsibilities

Ensure accurate servicing of residential mortgage, consumer and commercial loans portfolios throughout the loan lifecycle

Oversee all loan servicing functions including loan onboarding, payment processing, escrow management, rate changes, payoffs, loan maintenance, investor loan servicing, and quality control

Ensure accurate maintenance of loan terms, rates, collateral, insurance, taxes, escrow accounts, and payment histories

Oversee servicing transfers, participations, and loan sales, as applicable

Ensure comprehensive documentation of all loan servicing processes, systems and procedures to ensure operational continuity and create a sustainable knowledge base for the team

Review and approve complex servicing transactions and exception items

Review and approve year-end documentation and work with core vendor to resolve any issues (1098, year-end loan statements, etc)

Ensure loan servicing activities comply with all applicable federal and state laws and regulations, including but not limited to RESPA, TILA, FCRA, flood insurance & PMI requirements

Oversee the investigation and resolution of credit reporting disputes (e-OSCAR) and ensure the accuracy of monthly credit bureau reporting across all loan portfolios in compliance with FCRA and Metro 2 standards

Oversee internal controls, audits and examinations; respond to findings and implement corrective action plans

Maintain strong documentations standards and procedures to support internal controls for business continuity, disaster recovery, audit readiness, and regulatory examinations

Address servicing-related exceptions, findings, and corrective action plans

Collaborate with Compliance, Collections, Retail, and Lending teams to ensure seamless handoffs and issue resolution

Serve as a point of escalation for complex customer inquiries, complaints, and servicing issues

Ensure timely, accurate, and professional responses to borrower requests, including payoff statements, and servicing inquiries

Lead, coach, and develop loan servicing staff, fostering accountability, collaboration, and professional growth

Establish performance goals, conduct evaluations, and support ongoing training and cross-training initiatives

Serve as subject-matter-expert on loan servicing systems and related technology

Serve as the primary system administrator and key point of contact for third-party servicing vendors, managing service-level agreements (SLAs), system updates, and vendor performance to ensure seamless integration with core banking systems

Prepare and review management reports related to servicing activity

Qualification

Loan servicing expertiseRegulatory compliance knowledgeLeadership skillsCore banking systemsLoan operations experienceTeam developmentCommunication skillsAttention to detail

Required

Bachelor's degree in related field required

Minimum of 5–7 years of loan servicing or loan operations experience, including residential, commercial, and consumer loans, preferably in a financial institution

Minimum 3 years supervisory or management experience required

In-depth knowledge and experience servicing residential, consumer, and commercial loans required; community bank experience strongly preferred

Strong working knowledge of loan servicing regulations and best practices

Demonstrated leadership, coaching, and team development skills

Proficiency with core banking and loan servicing systems

Strong communication and interpersonal skills with a customer-focused mindset

High attention to detail with the ability to manage multiple priorities effectively in a deadline-driven environment