Loan Operations Manager – Escrow Servicing and Mortgage Investor Reporting

Rockland Trust is currently seeking a Loan Operations Manager – Escrow Servicing and Mortgage Investor Reporting to lead, direct, and coordinate servicing, reporting, and financial control activities within our Loan Operations business unit. This role is responsible for developing a high-performance team focused on delivering exceptional service to both internal and external customers. The ideal candidate will support strategic lending initiatives while driving continuous process improvement and cultivating a culture of learning and collaboration.

Key Responsibilities

• Manage loan escrow servicing activities and workflows across consumer and commercial loan portfolios in accordance with applicable policies, procedures, investor guidelines, state laws and federal regulatory requirements. 
• Oversee vendor activities related to outsourced functions including real estate taxes, property & flood insurance monitoring and force placement, private mortgage insurance.  Collaborate with business partners and risk for process consistency. 
• Area of focus including:
  • All duties for daily and periodic activities associated with mortgage loan investor reporting and documentation for the consumer mortgage portfolio.
  • All activity related to proper servicing of FHA loans within the consumer mortgage portfolio
  • All duties for the daily and periodic activities related to real estate tax monitoring for escrowing and non-escrowing loans across all loan portfolios
  • All activity related to flood insurance and flood zone certification to ensure reports, documentation and actions are monitored and handled appropriately across all loan portfolios
  • All activity related to hazard insurance to ensure proper workflow and monitoring across mortgage and commercial loan portfolios
  • All force placed insurance activity for hazard and flood to ensure actions for monitoring, notification, placement and cancellation are monitored and handled correctly across all loan portfolios
  • All PMI related activities to ensure proper monitoring for activation, transfer, cancellation and termination 
  • All activity related to ongoing monitoring and quality control of MERS registered mortgage loans.

Shared Responsibilities 

• Ensure compliance with applicable federal and state loan servicing regulations and accounting principles.
• Manage operational performance against Quality and SLA expectations aligned with KPI and KRI criteria and industry best practices.
• Maintain system functionality and data integrity within processing and ancillary systems. 
• Promote a positive and collaborative work environment with a focus on team development
• Advance colleagues through coaching and performance management. Identify individual skills sets, maximize utilization of strengths and develop un-actualized skills accordingly.
• Team with internal business partners in analyzing, identifying, developing and implementing methods of sustainable process improvement.
• Demonstrate and promote high ethical standards and behaviors. Respect, promote, and value diversity.

Required Qualifications

• Education: Bachelor’s Degree required
• Experience:
  • Minimum 3 years in banking operations
  • At least 2 years in a managerial or leadership role
• Skills & Knowledge:
  • Familiarity with federal and state banking regulations
  • Advanced proficiency in Microsoft Office Suite
  • Experience with FIS Core Banking System preferred
  • Excellent communication skills across all levels of management
  • Strong business acumen and strategic thinking
  • Excellent comprehension skills
  • Proven leadership and talent development skills

Our goal is to offer our colleagues the most generous benefits package possible. We strive to provide colleagues with a comprehensive benefits package and an environment that supports a healthy work-life balance. Benefits include: Competitive compensation with performance incentive awards, Health Insurance, Dental Insurance, a 401K and DC Plan for your retirement, LTD & Life Insurance, Day Care Reimbursement, Tuition Assistance for graduate and undergraduate programs, an award winning Wellness program and much more!

At Rockland Trust you'll find a respectful and inclusive environment where everyone is given the chance to succeed. We are an equal opportunity employer and al