Job Description

Residential Servicing Team Leader
Needham, MA


  • Lead team as a subject matter expert on new loan onboarding and secondary market sales, monthly recon and bulk sale loans, HMDA, credit inquiries and exception documentation related to portfolio and sold loans
  • Manage projects which contribute to the Bank’s strategic objectives by communicating cross functionally and holding team accountable to meet deadlines.
  • Display sound decision-making regarding customer issues; demonstrate respect for customer relationship and ensure positive customer experience while complying with risk and compliance standards.
  • Exhibit leadership capabilities through effective communication and performance management.
  • Cross Train and develop staff to ensure efficient operation and flexibility in responding to customer needs. Incorporate succession planning and training and development needs into staffing decisions.
  • Oversee procedural updates; stay abreast of policy and procedure changes and ensure changes are communicated to team and implemented.
  • Work cross-functionally with Residential and Consumer lending to deliver positive customer experience.
  • Manage and ensure superior accuracy in the following QC areas:

                 Loan modifications and conversions

  • HMDA Compliance- HMDA review and submission
  • Secondary Market monthly Recon and reporting
  • Assist with and coordinate the Residential bulk loan sales
  • Credit disputes
  • Review system generated reports on a daily/monthly basis
  • Manage and maintain task related work sheets
  • Utilize Excel to track error patterns to potentially improve processes
  • Perform additional duties as requested, needed or assigned


Experience and Skills:

  • High School Diploma or 2 years college related courses
  • 5+ years of working in a loan servicing environment
  • 1-3+ years working in a servicing managerial capacity
  • Ability to embrace and adapt to departmental and global changes
  • Ability to report for work with a positive and productive attitude
  • Ability to work in a fast pace environment with strong attention to detail and accuracy
  • Ability and motivation to learn and develop new concepts with relation to the completion of departmental tasks
  • Ability to respond to customer inquiries in a respectful, clear and thorough manner
  • Ability to communicate effectively with customers, attorneys and staff in a clear and professional manner
  • Proficient in Microsoft Office
  • Have strong time management skills



Application Instructions

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