Sr. Servicing Specialist - Default Management

Salem Five is a growing regional financial services organization with a rich history of over 170 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following; however other duties may be assigned.

• 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.

Benefits/Incentives: We offer a comprehensive benefits package designed to support your well‑being and success, including medical, dental, and vision coverage; Flexible Spending and Health Savings Accounts; 401(k) matching; and tuition reimbursement. You will also enjoy additional perks such as our employee referral program, annual holiday reception, summer family outing, and more.

Salary Range: $60,000 - $75,000

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, and performance. This range may be modified in the future.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; sit; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

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.

No unsolicited resumes accepted from agencies.