Loan Operations Manager

Essential Duties and Responsibilities
•    Ensure accurate servicing of residential mortgage, consumer and commercial loans portfolios throughout the loan lifecycle.
•    Oversee all loan servicing functions including loan onboarding, payment processing, escrow management, rate changes, payoffs, loan maintenance, investor loan servicing, and quality control.
•    Ensure accurate maintenance of loan terms, rates, collateral, insurance, taxes, escrow accounts, and payment histories.
•    Oversee servicing transfers, participations, and loan sales, as applicable.
•    Ensure comprehensive documentation of all loan servicing processes, systems and procedures to ensure operational continuity and create a sustainable knowledge base for the team.  
•    Review and approve complex servicing transactions and exception items. 
•    Review and approve year-end documentation and work with core vendor to resolve any issues (1098, year-end loan statements, etc).
•    Ensure loan servicing activities comply with all applicable federal and state laws and regulations, including but not limited to RESPA, TILA, FCRA, flood insurance & PMI requirements.
•    Oversee the investigation and resolution of credit reporting disputes (e-OSCAR) and ensure the accuracy of monthly credit bureau reporting across all loan portfolios in compliance with FCRA and Metro 2 standards.
•    Oversee internal controls, audits and examinations; respond to findings and implement corrective action plans.
•    Maintain strong documentations standards and procedures to support internal controls for business continuity, disaster recovery, audit readiness, and regulatory examinations.
•    Address servicing-related exceptions, findings, and corrective action plans.
•    Collaborate with Compliance, Collections, Retail, and Lending teams to ensure seamless handoffs and issue resolution.
•    Serve as a point of escalation for complex customer inquiries, complaints, and servicing issues.
•    Ensure timely, accurate, and professional responses to borrower requests, including payoff statements, and servicing inquiries.
•    Lead, coach, and develop loan servicing staff, fostering accountability, collaboration, and professional growth.
•    Establish performance goals, conduct evaluations, and support ongoing training and cross-training initiatives.
•    Serve as subject-matter-expert on loan servicing systems and related technology.
•    Serve as the primary system administrator and key point of contact for third-party servicing vendors, managing service-level agreements (SLAs), system updates, and vendor performance to ensure seamless integration with core banking systems 
•    Prepare and review management reports related to servicing activity.
Education & Experience
•    Bachelor’s degree in related field required.
•    Minimum of 5–7 years of loan servicing or loan operations experience, including residential, commercial, and consumer loans, preferably in a financial institution.
•    Minimum 3 years supervisory or management experience required.
•    In-depth knowledge and experience servicing residential, consumer, and commercial loans required; community bank experience strongly preferred.
•    Experience with Fiserv DNA or COCC, Meridian Link, Mortgage Bot, preferred.
Skills & Competencies
•    Strong working knowledge of loan servicing regulations and best practices.
•    Demonstrated leadership, coaching, and team development skills.
•    Proficiency with core banking and loan servicing systems.
•    Strong communication and interpersonal skills with a customer-focused mindset.
•    High attention to detail with the ability to manage multiple priorities effectively in a deadline-driven environment. 

Clinton Savings Bank is an EOE /Vet/Disability.
Member FDIC/DIF