Sr. Servicing Specialist - Default Management

Salem Five is a growing regional financial services organization with a rich history of over 160 years.  As an independent bank, we are deeply rooted in the communities we serve and offer our employees successful and rewarding careers.

This position requires the ability to work in the Salem, MA offices.  

Salem Five has more than 30 retail banking branches throughout Essex, Middlesex, Norfolk and Suffolk counties, strong business banking capabilities, an Insurance division, a Wealth Management & Trust organization and a Mortgage Company that has provided homeownership to generations of families.

Salem Five believes deeply in supporting the communities in which we reside. Donations through our Charitable Foundation or events at the branch or location-level are an important part of our DNA. We would not be the company we are without our commitment to businesses and organizations that help the region thrive and to our employees. Come see what we’re all about. 

• Responsible for ensuring appropriate procedures for all residential and consumer servicing functions in compliance with all applicable regulations and laws.  Responsible for analyzing existing process to identify areas for operational efficiency using technology and automation.
• Understand and support servicing functions including: collections process including early intervention, default, loss mitigation, bankruptcy and foreclosure; processing payments; issuing accurate notices including default notifications, and right to modification; claim monitoring and audit; invoice processing and general ledger control and reconciliation; customer inquiries and requests; credit correction requests and analysis; collection call auditing; escalated customer issues including working with the complaint department and/or legal toward resolution; maintenance to customer, account, or transactional records; maintaining collection loan files; Monitoring the legal foreclosure process to ensure timely action, manage title issues and ensure proper controls; loan modifications; and audit responsibilities.
• Organize and manage the execution of all residential loss mitigation servicing functions to help facilitate customers with home retention options including: standard forbearance, legal forbearance or temporary reduced forbearance through collection of financial documentation, preparation of worksheets, communication with attorneys and law firms in the formulation and execution of contracts; follow-up with customers to ensure success and determining if a loan modification or repayment plan is applicable; Oversee loan modification process to ensure proper screening of customers through document collection and financial data submission to the Bank or Investors to determine eligibility; supervise communication with customers not eligible or declined to determine other options. 
• Oversee Recovery process including severely delinquent and charged off accounts for reasonableness of recovery and assignment to attorney when applicable.  Monitor recovery performance and ensure timely summary reporting to management.
• Assist with customer inquiries and requests through all means including the internal service request ticketing system to ensure prompt response and follow through; research and customer contact, coordination with Legal and the compliance department when required, gathering documents and coordinating and responding to all requests for information and notices of error to ensure compliance.
• Monitoring and analyzing new regulations in regards to state and federal compliance of collection and loss mitigation procedures.  Manage the process of instituting and updating standard operating procedures to ensure proper compliance.
• Will assist the Senior Control Analyst, Operation and Process Control Team and Loan Operations Data and Analytics Manager to complete process mapping for servicing functions.  Will assist with analyzing data and existing functions to recommend ways to streamline processes for improvement to processing speed, quality and efficiency.
• Assist with the development and maintenance of written operating procedures for all daily, monthly, quarterly, and yearly tasks.  Ensure duties executed accurately and as scheduled, data quality on systems of record, and compliance with bank policy and laws and regulations.
• Maintain exceptional customer service levels with internal and external customers.
• Preparation and distribution of all required department reports.
• Any other additional duties/task required by management.

Qualifications:                             

• Associate's degree or related knowledge/skills base gained through experience preferred
• Strong customer service skills
• Strong verbal and written communication skills
• Strong financial skills as it relates to account reconciliations
• Must be self-motivated, able to work independently and possess solid decision-making skills
• Knowledge of Microsoft Office including Excel and Word
• Must be comfortable in learning and operating a multitude of computer applications
• Strong customer service skills, accounting or collection experience a plus
• Underwriting and/or processor experience a plus
• Demonstrate capability and familiarity with Microsoft products utilizing Excel and Word
• Strong experience in Banking or Finance; and/or strong customer service experience required

Skills/Knowledge:  

• Must be able to communicate (written and oral) effectively and professionally with federal and state agencies and also internal and external customers.
• Must have strong interpersonal skills and be a strong collaborator with customers and co-workers; focuses on responding to customer inquiries; maintains confidentiality; keeps emotions under control; remains open to others' ideas and tries new things.
• Must be able to strictly adhere to the many Federal and State rules and regulations that relate to all departmental functions

• Attentiveness to detail is required.
• Proficiently manage an efficient workflow in a multiple task-oriented, fast-paced environment.
• Must be well organized and flexible.
• Must be highly productive and able to work with minimal supervision.
• Must be able to deal well with a fast-paced environment to meet tight deadlines and maintain high productivity.

PHYSICAL DEMANDS:

The physical demands listed are typical of those an employee must meet to successfully perform the essential duties of this job. We may make reasonable accommodations to enable individuals with disabilities to perform those duties. While performing the duties of this job, the employee is regularly required to talk, see, hear, read, write, walk, sit, stand, stoop, kneel or bend; reach with hands and arms; use office equipment such as computer, telephone, calculator, and fax machine. The employee must occasionally lift and/or move up to 20 pounds.

Benefits/Incentives:  Health Insurance, Dental, Vision, Flexible Spending Account, Health Savings Account, 401k Matching, Tuition Reimbursement, Employee Referral Program, Summer Family Outing, Annual Holiday Reception and more

Salary Range:            Competitive Base 

Ready to apply? If this job sounds like a fit for you, then click on Apply/Apply Now in this posting. We look forward to talking with you.