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Job Title: Loan Operations Manager
Education: Bachelor's Degree
Location: Clinton Savings Bank - Operations Center - Clinton, MA 01510 US (Primary)
Career Level: Manager
Category: Customer Service
Job Type: Full-time
Job Description
Loan Operations Manager Pay Range $66,971 - $90,413 annually
Hybrid with 2 days remote. Standard business hours; additional hours may be required during audits, examinations, or system conversions.
We are seeking a highly experienced Loan Operations Manager to lead and optimize our loan servicing operations. This role is responsible for overseeing the end-to-end loan servicing process, ensuring compliance with regulatory requirements, enhancing operational efficiency, and driving a high level of customer satisfaction. The ideal candidate has a deep knowledge of loan servicing practices, strong leadership skills, and the ability to implement process improvements in a fast-paced environment.
# of Hires Needed
1
Exemption Type: Exempt
Job Requirements
Essential Duties and 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.
Education & Experience
• 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.
• Experience with Fiserv DNA or COCC, Meridian Link, Mortgage Bot, preferred.
Skills & Competencies
• 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.
Clinton Savings Bank is an EOE /Vet/Disability.
Member FDIC/DIF
