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Senior Manager of Loan Servicing

2 months ago

Waltham, Massachusetts, United States Cambridge Financial Full time
POSITION: Head of Loan Servicing

Overview:

At Cambridge Financial, we strive to enhance the financial well-being of our clients, team members, and the communities we serve. Our commitment to diversity, inclusion, and a collaborative, customer-focused atmosphere is paramount. The Head of Loan Servicing will oversee the development, quality assurance, and comprehensive management of the Commercial and Residential Loan Servicing, Quality Control, and Post-Closing operations, ensuring exceptional service delivery to all stakeholders. This role will formulate and execute effective departmental strategies that align with the bank's overarching goals, including growth initiatives and project management, while ensuring compliance with all regulatory standards. The Head of Loan Servicing will maintain ongoing, effective communication with senior leadership regarding loan servicing and exception management processes.

Key Responsibilities:
  • Direct the management of loan servicing for both Commercial and Residential Lending; continuously evaluate systems, processes, and programs to identify opportunities for enhancing service quality. Ensure adherence to all Service Level Agreements regarding loan boarding, funding, service requests, call response times, and system upkeep.
  • Uphold high standards for data integrity across all teams, collaborating closely with key partners (Risk, Data Analytics) to foster an effective data governance framework. Regularly monitor data quality through report analysis, investigate discrepancies, and implement necessary updates.
  • Establish ambitious yet achievable goals for the team to optimize performance and align with the bank's strategic objectives. Provide training, career development plans, and guidance as necessary.
  • Continuously assess and refine servicing systems, technologies, and procedural requirements for Lending; recommend enhancements to improve departmental operational efficiency and ensure all policies and procedures are current and effective.
  • Oversee the evaluation and implementation of:
  1. Core system upgrades and fixes impacting Residential and Commercial Loan Servicing, ensuring systems function as intended, including coordinating testing of Core releases and annual Disaster Recovery assessments.
  2. Operational efficiency and process improvement suggestions from external departments based on borrower feedback.
  3. System tools (robotic process automation, business rules-based reporting, workflow management) to enhance operational efficiency. Stay informed about future enhancements on vendor roadmaps for Core and other related platforms affecting lending and analyze processes for improvement and automation opportunities.
  4. New product introductions aimed at boosting borrower satisfaction.
  • Champion, research, and troubleshoot business use cases for departmental functions, collaborating with subject matter experts and vendors to optimize technology use.
  • Work in partnership with internal teams, including Bank Operations and Business Solutions, and vendors to implement and enhance products and services for loan accounts.
  • Continuously improve key dashboard reporting for monitoring volumes, work distribution, and measuring key service level agreements (SLAs) across all teams. Collaborate with the Data Analytics Team to leverage effective visualization dashboards and complex reporting.
  • Perform additional duties as required.
Qualifications:
  • Bachelor's degree or a minimum of 10 years of banking experience.
  • Over 10 years of management and leadership experience; at least 10 years in general loan servicing and 5 years in commercial loan servicing.
  • Proven management and leadership capabilities, project management experience, and the ability to work independently while also collaborating cross-functionally to meet deadlines.
  • In-depth knowledge of residential and commercial loan documentation.
  • Strong understanding of the bank's deposit and lending operations and products.
  • Experience with Core banking solutions vendors; familiarity with FISERV DNA core is advantageous.
  • Basic understanding of banking regulations and compliance issues influenced by Dodd-Frank, RESPA, Reg B, Reg C, Reg Z, FDPA, AML/BSA/OFAC monitoring.
  • Proficient in MS Office applications with a demonstrated ability to learn new digital platforms.
  • Excellent interpersonal, organizational, and analytical skills.
  • Familiarity with data visualization tools such as Tableau, Qlik, or Power BI is a plus.
  • Strong attention to detail, business communication skills, and the ability to create and organize business documentation.
The above description outlines the primary responsibilities but does not exclude other occasional duties that align with the core purpose of this role.

About Cambridge Financial:

Cambridge Financial is a comprehensive banking institution dedicated to enhancing the quality of life for our employees, clients, and the communities we serve. As one of the leading community banks, we offer a wide range of individual and business banking services through a robust branch network and digital banking solutions. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.