Sr. Loan Servicing Specialist (Mortgage/Consumer Loan Servicing)

This position requires the ability to work in the Salem, MA offices.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Responsible for assisting with all customer inquiries and requests through all means including the internal ticketing system, contact center and retail branches to ensure prompt response and follow through; responsible for research and customer contact.


• Responsible for execution of all residential and consumer servicing functions, including: quality control of new installment loans and residential mortgage loans; processing payments and advances; issuing accurate statements and notices including rate change notifications; maintaining and adjusting interest rates as required; responding to customer inquiries and requests; assisting with  escalated customer issues and working with the complaint/legal department toward dispute resolution; maintenance to customer, account, or transactional records; maintenance to official loan files; assisting with notice of error and requests for information; processing of mortgage loan payoffs; assisting with requests for partial release, trust transfer, easements, partial taking by eminent domain, subordinations, or assent to amend master deed according to secondary market guidelines; assisting with loan modifications; assisting with insurance loss draft program for hazard / flood insurance; first level accounting reconcilement; assisting management with audit responsibilities.


• Ensure department is in compliance with all regulatory requirements including CFPB, Dodd Frank, Reg Z, RESPA, GLBA,  Investor guidelines and department policies and procedures.  


• Monitor work of designated personnel (consumer/residential) personnel in Loan Operations. Ensure that work is completed in a timely manner.  Serve as backup to staff on vacation, during vacancies, illness, etc.


• Monitor JIRA Help Desk to ensure tickets are completed accurately and within the expected time frame.


• Audit the performance of system maintenance on accounts  to ensure data integrity.


• Assist and participate with annual Business Continuity Plan.


• Assist Management with ensuring appropriate procedures for all residential and consumer servicing functions in compliance with all applicable regulations and laws. Responsible for analyzing existing process to identify areas for operational efficiency using technology and automation. .


• Assist with implementation of strong control environment and disciplines, including: the development and maintenance of written operating procedures for all daily, monthly, quarterly, and yearly loan servicing tasks. Define and implement controls to ensure: duties executed accurately and as scheduled, data quality on systems of record, and compliance with bank policy and laws and regs.


• Closely supervise servicing of consumer loans (overdraft, HELOC, student loans) to ensure documentation and system set-up are accurate and meet compliance requirements.


• Oversee processing of payoff desk and discharges to ensure timelines are met and accuracy is maintained.