Loan Servicing Supervisor, Naveo Credit Union, Somerville, Mass.

Under the general direction of the VP of Lending, the Loan Servicing Supervisor performs a variety of lending duties relative to the custodial responsibilities of member mortgage and loan accounts.  Coordinates workflow throughout the department and for intradepartmental requests.  Coordinates special project assignments and builds on the strengths of staff members to optimize efficiencies.  Functions as arbiter with members in resolution of loan inquiries and takes corrective steps to ensure compliant and safe oversight of the member loans. 

As the Keeper of the Records, this position is responsible for all loan accounts. Provides periodic reporting of loan status and analysis on a scheduled and non-scheduled basis.  Interacts with auditors, internal and external, and governmental examiners to supply requested information and review.  Maintains up-to-date policy and procedures manuals for the loan servicing area.


  • Assist the VP of Lending in the development and communication of loan procedures and objectives that serve to advance credit union policies as they relate to consumer loan and real estate lending activity and control.
  • Manages Loan Servicing staff and assigns tasks for completion of department duties. Completes annual employee performance evaluations, and provides guidance and direct supervision throughout the year. Evaluates employees’ training needs and identifies appropriate training resources. Mentors employees in their job performance and encourages them to obtain and develop new skills. Coordinates employees’ compensation adjustments with VP of Lending.
  • Respond to internal and member related loan specific situations, which require higher-level assistance.
  • Identify problems and quantify situations to determine depth of solution required and present more complex situations to the VP of Lending for final approval.
  • Develop and implement system control changes as directed for final resolution or development of loan product
  • Maintain Loan Servicing Procedures Manual and ensure timely and proper communication of procedures to servicing staff. 
  • Conducts annual Escrow Analysis of member escrow accounts in conjunction with our service bureau provider to ensure compliance with Federal and State escrow handling rules and regulations. 
  • Interacts with third party providers to ensure timely and accurate payment of member property taxes and/or insurance policy premiums.
  • Interacts and ensures appropriate payment of invoices to third party vendors for insurances sold by the credit union and for vendors providing lien perfection services.
  • Guides staff members in the appropriate maintenance of higher-level account corrections and ensure appropriate quality control steps are implemented, and provides a review function of critical maintenance reports. 
  • Assures Proof of Claims for all Bankruptcies situations are communicated to appropriate level management and are handled accurately and expeditiously.
  • Handles ADV Reponses through E-Oscar.
  • Meets regularly with the VP of Lending in order to keep current with changes in the Credit Union’s policies and to review progress on goals and objectives.
  • Prepares scheduled periodic reports for management and ad hoc reports as requested.  


  • Associates Degree from a four-year college; and a minimum of five years related supervisory experience, loan servicing experience and/or training; or equivalent combination of education and experience.
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. 
  • Ability to write routine reports and correspondence.
  • Ability to speak effectively before groups of customers or employees of organization.
  • Some fluency in Portuguese, Spanish or Haitian Creole a plus.

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(Posted 12-15-2017)