Loan Servicing Assistant Manager

Westfield Bank • Chicopee, MA • 7h ago

Loan Servicing Assistant Manager (FT) \$61,444.69 - \$92,167.03 Hourly
Chicope, MA Department: Loan Administration Job Status: Full Time FLSA
Status: Exempt Grade: 10 Amount of Travel: No Travel Reports To: VP,
Loan Administration Manager Positions Supervised: Loan Servicing
Specialists POSITION SUMMARY Under the general supervision of the VP,
Loan Administration Manager, the Loan Servicing Assistant Manager
assists in the supervision of the day-to-day functions and
responsibilities of the Loan Servicing Department. Ensures that all
policies, procedures and regulations are followed, as they pertain to
the department. ESSENTIAL FUNCTIONS Oversee and track post-booking
Quality Control on all loans. Assist in the management, development and
training of the loan servicing staff and encourages a cohesive and
collaborative working environment. Review daily maintenance reports for
exceptions, escrow refunds, scheduled rate change notices, receivables
generated, change of loan minors, error corrections related to the
department, daily batch recap report for errors related to the
department, rate changes made to loans, department override transaction
activity, scheduled allotments, OnBase rejections and other reports as
required. Delegate responsibilities to the department staff regarding
uploading of new loans, reporting and notices; assure that staff is
following third party procedures and bank policy. Work closely with
other departments including Audit, Compliance and Loan Processing to
complete regulatory audits, perform system upgrades and support open
lines of communication between departments to ensure processes are
effective and streamlined. Responsible for reviewing and implementing
all FiServ maintenance and upgrades. Will oversee the performance of all
required testing prior to upgrade and report to upgrade team any issues.
Will be responsible to oversee the performance of any maintenance
necessary regarding the upgrade. Answer and resolve escalating customer
complaints and problems. Assume responsibility for researching and
rectifying consumer disputes with Credit Bureaus as required by the Fair
Credit Reporting Act (FCRA) and Fair and Accurate Credit Transactions
Act (FACTA) which includes written requests from borrowers and requests
submitted to EOscar. Ensure responses are provided within the regulated
timeframe. Assume responsibility that department is following record
retention guidelines and oversee the tracking and follow up on
incomplete and missing documentation in accordance with the digital file
process. Performs daily reconciliation of GL accounts related to Loan
Servicing processing. Perform Quality Control of Participation Payments
for Lead and Non-Lead Participation Loans. Perform Quality Control of
Rate Change Notifications prior to these notices being sent to the
borrower. Perform Quality Control of loan modification maintenance and
follow up with the appropriate staff on tracking that originals are
received in a timely manner and documentation in uploaded into OnBase.
Work closely with the VP, Loan Administration Manager to create improved
efficiencies and update procedures as necessary. Must complete BSA, AML,
and other Regulatory and Continuing Education as assigned. POSITION
QUALIFICATIONS Competencies Decision-Making/Judgment Employee
Development Management Effectiveness Results Focus Teamwork &
Cooperation Education/Experience/Skills & Abilities Associate\'s degree
or the equivalent work-related experience required. Minimum 3 years of
relevant experience. Knowledge of each operational aspect of the
department. Excellent communication skills. Working knowledge of
Microsoft Office (Word and Excel) required.