Job Description

Job Location: Natick, MA 01760

Position Type: Full Time

Salary Range: $70,603.00 - $119,305.00 Salary

Job Shift: Day

Job Category: BankingPosition Description

Title: Loan Servicing Core Team Lead

Department: Loan Servicing

Reports to: AVP, Loan Servicing Manager

Supervises: Loan Servicing Core Specialist I, II, III’s & Escrow and Insurance Portfolio Specialists

Classification: Exempt

Date Prepared: September 9, 2026

Summary / Objective

The Loan Servicing Core Team Lead oversees daily core servicing operations, ensuring accurate loan boarding, payment processing, maintenance, and data integrity within the core system. The role leads and supports a servicing team, manages workflows, provides training and quality oversight, and serves as a subject matter expert for complex servicing activities. The Team Lead ensures compliance with regulatory requirements, internal policies, and service standards, escalates issues as needed, and collaborates with internal departments and vendors to maintain operational efficiency and service quality.

Experience & Education Requirements

• Bachelor’s degree in business, finance, accounting, or related field preferred, or equivalent work experience
• Minimum five (5) to seven (7) years of loan servicing experience
• Prior leadership, mentoring, training, or workflow coordination experience strongly preferred
• Strong knowledge of loan servicing regulations, investor requirements, and banking operations
• Experience with servicing platforms and industry systems

Essential Job Functions

• Lead the Loan Servicing Core Specialist team (I, II, & III), and Escrow and Insurance Portfolio Specialists providing daily direction, support, performance oversight, and coverage coordination.
• Serve as subject matter expert for complex servicing activities, including new loan bookings, modifications, participations, investor loan sales, escrow, insurance, flood compliance, PMI, ARMs, HELOCs, transactions, and payments.
• Ensure accurate setup, maintenance, and integrity of loan parameters and data within the core system, including escrow, interest calculations, billing, and discrepancy resolution.
• Oversee timely and accurate processing of loan payments, payoffs, advances, adjustments, rate changes, renewals, and account updates.
• Lead oversight of core servicing maintenance impacting loan pledging, including data accuracy, collateral indicators, eligibility flags, and reconciliation support, coordinating with internal stakeholders to support funding, reporting, and regulatory compliance.
• Partner with Escrow, Insurance, QC/Documentation, and internal departments to ensure seamless servicing operations and clear communication.
• Ensure compliance with regulatory requirements, internal policies, audit standards, and support internal/external audits and exams.
• Assist with system testing, conversions, and implementation of new products, enhancements, and process changes.
• Develop, maintain, and communicate procedures, job aids, regulatory updates, and system enhancements to ensure consistent adoption.
• Conduct team meetings, operational huddles, one-on-one coaching, training, cross-training, onboarding, and professional development.
• Identify opportunities for process improvement, efficiency, and risk mitigation; escalate complex issues to the AVP, Loan Servicing Manager and support resolution and root-cause prevention.

QualificationsRequired knowledge, skills & abilities

• Extensive knowledge of core loan servicing systems and processes
• Experience with loan boarding, maintenance, and payment processing
• Strong knowledge of loan servicing regulations, investor requirements, and servicing operations across consumer, residential, and commercial portfolios
• Demonstrated leadership skills with the ability to coach, develop, and maintain clear performance expectations
• Strong attention to detail and commitment to data accuracy and documentation standards
• Analytical thinking and problem-solving skills, including root-cause analysis and corrective action tracking
• Clear written and verbal communication skills with the ability to translate complex requirements into actionable guidance
• Strong organization, time management, and prioritization skills; ability to manage competing deadlines
• Ability to manage workflow, staffing coverage, and operational risk across multiple servicing areas
• Commitment to compliance, risk mitigation, audit readiness, and service excellence

Physical Demands and Work Environment

• Ability to use standard equipment such as computers, phones, and photocopiers
• Requires manual dexterity and sitting and standing for longer periods of time
• Must be able to work schedules that meet the needs of the Bank

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. It is expected that from time-to-time other duties, both related and unrelated to the above, may be assigned and therefore required.