South Shore Bank

  • Vice President, Director of Consumer Lending and Loan Servicing

    Job Locations US-MA-Braintree
    Commercial Loan Servicing
    Regular Full-Time
  • Overview


    Position provides direct oversight of all centralized commercial, consumer, and residential loan processing and servicing.  The position is responsible for processing, developing, underwriting, and servicing all consumer loans, including auto, residential mortgage loans, credit card, and unsecured personal loans.  Assist with bringing current technology for loan origination and loan servicing, with client interaction and internally for pipeline management and origination to closing with electronic movement and imaging.  Interface closely with Retail and the Customer Information Center to ensure seamless client experiences across all delivery channels.


    Additionally, oversees the operations and servicing of the entire commercial, residential and consumer loan portfolios.  Strong knowledge/experience of selling and servicing of secondary loans up to and including foreclosure for various investors such as FHLB, Freddie, FNMA, etc.  Manages the collections area of residential, consumer, business, and commercial loans up to a certain level then transactions to Credit. 


    This position manages areas of high complexity and risk and requires in-depth knowledge of departmental operations, ability to manage, train and motivate employees and a working knowledge of all types of loan origination, operations, processes and procedures including compliance requirements. 


    • Assesses department goals, objectives and service level standards, reviews, interprets, and recommend changes to policies and procedures, ensures the Consumer Lending and Loan Servicing areas complies with required laws and regulations and assists with the functions and integration of services for the entire department.  Ensure areas are functioning in a cohesive and efficient manner; making sure client satisfaction is of the highest priority. Communication and workflow between all areas are critical. 



    • Oversees and has direct supervision over residential and consumer processors, underwriters, secondary sales, loan operations specialists and loan closers.  Oversees all staff in Loan Servicing.
    • Manages the servicing functions seeking maximum efficiency across product lines (personnel development, cross-training, work flow improvements, etc.)
    • Implements quality control procedures and measurement.
    • Develops and maintains appropriate procedures and controls, including current and complete documentation.
    • Identifies and assesses commercial, residential and consumer portfolio risk, including management reporting. Creates Management reporting that is risk based.
    • Ensures compliance with Bank and department standards and procedures, external rules and regulations and applicable investor requirements.
    • Manages on-going process improvement.
    • Develops and maintains client service standards with performance measures.
    • Directs and monitors any third-party servicer’s activity to ensure compliance with state and federal lending regulations as well as contractual service level agreements.
    • Manages and responds to audit requests from internal and external auditors as well as state and federal examiners.
    • Designs, develops and implements policies and procedures to increase efficiency while complying with state and federal lending regulations.
    • Responsible for departmental budget oversight. Ensures that expenses remain within budget and explains monthly variances.
    • Manages, coaches and develops staff members. Writes and delivers performance appraisals.  Provides on-going training to staff and new employees as needed.
    • Manages projects including implementation of new systems, as well as products and services directly affecting responsible business units.
    • Manages, monitors, and assists all Bank clients ensuring a high level of client satisfaction.
    • Manages the function of resolving delinquencies with clients; related to Collections and Delinquencies:
      • Negotiates with past due borrowers on repayment terms to cure delinquencies.
      • Manages Trouble Debt Restructure process assessing loans for modification and making recommendations to Senior Management.
      • Manages Foreclosure process ensuring compliance with state and federal lending regulations up to and including foreclosure auctions.
      • Monitors and co-ordinates with the Bank’s Legal Counsel the maintenance of bankruptcy filings and schedules.
      • Completes monthly reporting of delinquent loans and reviews with Senior Management to assess for impairment.
    • Works closely with business units to respond to credit and collection concerns with customers.
    • Plans, evaluates, and implements credit & collection policies, functions and processes.


    • COMPLIANCE:  Maintains an excellent understanding of applicable regulations and laws including but not limited to: TRID, HMDA, RESPA, Flood Disaster Protection Act, Fair Credit Reporting, Regulation Z (Truth in Lending), Regulation B (CRA), Bank Secrecy Act, Regulation P (Privacy of Consumer Financial Information), and the Service Members Civil Relief Act of 2003.  Maintain an up to date understanding of Bank policies and procedures as they relate to compliance.


    • Attends various meetings and seminars related to job
    • Supports community/banking groups
    • Participate on the Bank’s Compliance Committee.




    Oversees all office staff in both Loan Servicing and Consumer Lending areas. 



    Bachelor’s Degree and at least 5 years’ experience in all aspects of Commercial, Consumer and Residential Lending.


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