Loan Servicing Supervisor

Job Description

Job Description

Loan Servicing Supervisor
Boston, MA

OVERVIEW
Oversee and optimize all facets of loan servicing operations. Provide strong leadership for the loan servicing team, and ensure compliance with regulations, all while fostering member engagement. Responsible for developing and maintaining a deep understanding of the credit union's loan products, services, and staying current with industry trends, regulations, and best practices in loan servicing.

RESPONSIBILITIES

• Provide comprehensive oversight of loan servicing operations, including consumer and real estate Loans.
• Ensure efficient management of all loans within the credit union, both current and delinquent.
• Collaborate with cross-functional teams to streamline loan servicing, enhancing the overall member experience.
• Provide training and development opportunities for all employees that service members with loans.
• Ensure compliance with all loan servicing related laws and regulations, including Fair Debt Collection Practices Act (FDCPA) guidelines.
• Provide strong leadership to the loan servicing team, setting clear goals and objectives to drive departmental success. Conduct performance reviews and allocate resources to meet operational needs within the department.
• Communicate with members, understanding their financial situations. Ensure a high level of service and support for members across all loan servicing activities.
• Manage relationships with repossession companies, external collection agencies, legal counsel, and other service providers to support collections and loan servicing efforts.
• Ensure Credit Union policies and procedures are being followed in compliance with applicable laws and regulations.
• Strategic Leadership: Demonstrate strong leadership skills to effectively guide the loan servicing team, setting clear goals and fostering a culture of continuous improvement.
• Regulatory Compliance: Ensure strict compliance with all relevant laws, regulations, and credit union policies, particularly those related to loan servicing.
• Member-Centric Approach: Maintain a member-focused mindset, engaging with members to understand their unique financial situations and working collaboratively to find solutions for debt resolution.
• Industry Knowledge: Stay abreast of industry trends, regulations, and best practices in loan servicing, incorporating relevant insights into credit union operations to drive continuous improvement.
• Effective Communication: Exhibit excellent communication skills, both within the team and when engaging with members, external partners, and legal professionals.
• Team Development: Invest in the training and development of the loan servicing team, enhancing their skills and knowledge to drive departmental success.
• Adaptability: Be adaptable in a dynamic financial services environment, proactively responding to changes and challenges in the industry to maintain operational excellence.\
• Supervising direct reports

Requirements:

• Five years of similar or related experience in managing servicing employees.
• Must be knowledgeable of laws and regulations applicable to lending, and loan service. COCC, Velara, and/or Encompass experience a plus.
• A four-year college degree is desired but may be substituted with relative experience in lending.
• Must have strong managerial skills and possess excellent communication skills, both verbal and written.
• Position involves ability to organize and delegate work assignments, motivate others to achieve desired outcomes and promote a team environment.
• A significant level of trust, diplomacy and professionalism is required, and possess a cooperative attitude in relations with members, vendors and other employees
• Must be self-motivated, able to prioritize workflow, handle multiple assignments concurrently, work a flexible schedule, and perform under time constraints.
• Must have working knowledge of PC and general office equipment, with experience using Microsoft Outlook, Word and Excel.
• Attention to detail and accuracy is essential.
• Must be bondable

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