About the position
The Loan Servicing Manager at PeoplesBank is responsible for overseeing the loan servicing associates and managing vendor relationships to ensure efficient operations in collections, escrow, and insurance. This role is crucial in establishing processes and procedures that maintain the accuracy and completeness of required documentation. The Loan Servicing Manager sets operating performance metrics and standards that focus on speed, quality, and customer service, ensuring that the bank's assets, including mortgage and consumer loans, are safeguarded effectively. In this position, the manager supervises the loan service staff, which includes training, performance monitoring, and conducting yearly reviews. The role also involves overseeing the bank's vendor relationships, ensuring compliance with bank policies as well as state and federal regulations. The manager directs the operations of escrowed payments and is responsible for the bank's Escrow Program, which includes managing real estate taxes, liens, and insurance to retain the value of bank assets. Additionally, the Loan Servicing Manager is tasked with decision-making regarding hardship modifications and payment arrangements, as well as handling attorney relationships and tasks related to foreclosure auctions. Providing a strong customer service program is a key aspect of this role. The manager works directly with customers to identify appropriate payment plans, sets up these plans, and documents the new payment schedules. The position also requires research and problem resolution of loan-related issues while ensuring regulatory compliance. The Loan Servicing Manager is responsible for maintaining the accuracy of documentation to uphold a current system of record and works closely with their direct supervisor to ensure compliance with all regulations. This includes completing yearly compliance training and testing, adhering to bank policies and procedures, and maintaining departmental and bank-wide service standards.
Responsibilities
- Supervises loan service staff including training, performance monitoring, and yearly reviews.
- Oversees the Bank's vendor relationships for compliance with Bank policy, State and Federal regulations.
- Directs operations of escrowed payments.
- Responsible for the Bank's Escrow Program to ensure retention of the value of bank assets.
- Decisioning of hardship modifications and/or payment arrangements.
- Handles attorney relationships and foreclosure auction related tasks.
- Works directly with customers to identify appropriate payment plans and document new payment schedules.
- Researches and resolves loan-related issues while ensuring regulatory compliance.
- Maintains accuracy of documentation to uphold a current system of record.
- Completes yearly compliance training and testing, complying with bank, federal, and state regulations.
Requirements
- Bachelor's degree (B.A.) from a four-year college or university, or three to five years related experience and/or training, or equivalent combination of education and experience.
- High level ability with Microsoft Word and Excel.
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
- Ability to write reports, business correspondence, and procedure manuals.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
- Ability to apply concepts of basic algebra and geometry.
- Mortgage and Consumer Loan experience.
- Working knowledge of all banking products.
- Tax experience.
- Residential Collections experience.
