Sr. Servicing Specialist - Default Management

Salem Five is a regional financial services organization with a strong commitment to community and employee success.

• Ensure appropriate procedures for all residential and consumer servicing functions in compliance with applicable regulations and laws; analyze existing processes to identify areas for operational efficiency using technology and automation.
• Support servicing functions including collections (early intervention, default, loss mitigation, bankruptcy, foreclosure), payment processing, notice issuance, claim monitoring and audit, invoice processing, general ledger control, customer inquiries and requests, credit correction requests and analysis, collection call auditing, escalated customer issues, and maintenance of customer and account records.
• Organize and manage residential loss mitigation functions to facilitate home retention options, coordinate with attorneys and law firms, prepare documentation, and oversee loan modification processes.
• Oversee recovery processes for severely delinquent and charged‑off accounts, monitor recovery performance, and report to management.
• Assist with customer inquiries via the internal service request ticketing system, coordinate with Legal and Compliance, gather documents, and ensure timely response and compliance.
• Monitor and analyze new regulations related to state and federal compliance of collection and loss mitigation procedures; update standard operating procedures accordingly.
• Support the Senior Control Analyst, Operations and Process Control Team, and Loan Operations Data and Analytics Manager in process mapping and data analysis for process improvement.
• Develop and maintain written operating procedures for daily, monthly, quarterly, and yearly tasks, ensuring accurate execution, data quality, and compliance.
• Maintain exceptional customer service levels with internal and external customers.
• Prepare and distribute all required departmental reports.
• Perform any additional duties or tasks as assigned by management.

• Associate’s degree or related knowledge/skills gained through experience preferred.
• Strong customer service skills.
• Excellent verbal and written communication skills.
• Solid financial skills in account reconciliations.
• Self‑motivated, able to work independently, with solid decision‑making abilities.
• Proficient with Microsoft Office, especially Excel and Word.
• Comfortable learning and operating multiple computer applications.
• Experience in accounting or collections, underwriting, or processing is a plus.
• Experience in banking or finance, or strong customer service experience, required.

We offer a comprehensive benefits package including medical, dental, and vision coverage;
Flexible Spending and Health Savings Accounts; 401(k) matching; and tuition reimbursement. Additional perks include an employee referral program, annual holiday reception, summer family outing, and more.

$60,000 – $75,000. Salary is based on factors such as education, experience, and performance.

Employees must regularly talk or hear, stand, walk, sit, use hands, reach with arms, occasionally lift up to 10 pounds, and have close vision. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.