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Reporting to the FVP Residential & Consumer Lending, this leader must be committed to executing best in class, internal and external customer experience while leading the overall management of processing, underwriting and closing activities for residential mortgage and home equity loans as well as the division’s Loan Origination System (LOS) in accordance with established bank policies, procedures and regulatory requirements.    

 Key Result Areas:  

  • Oversee the entire loan operations staff with the Underwriting Manager, Processing & Closing Manager, and Systems Administrator as direct reports. 

  • Within a paperless environment, oversee loan fulfillment for MLO, digital, and branch delivery channels to include review, monitor, and measure performance in key areas of fulfillment using weekly and monthly reports. 

  • Responsible for achieving acceptable loan reviews from regulatory exams, internal audits, HMDA, and quality control reviews as well as ensure compliance with established bank policies and all applicable regulatory requirements.  

  • Maintain thorough knowledge of Cambridge Savings Bank, Fannie Mae and other approved investor’s underwriting guidelines in order to make an appropriate lending decision to approve, decline, counter offer, or suspend applications as necessary, adhering to bank or secondary marketing guidelines. 

  • Partner with the bank’s compliance officer to ensure the department is remaining compliant with federal and state regulations.   

  • Ensure processes and procedures are up to date and accurate and that the loan operations team is following them.  Focus on the established work flow and work within defined standards working towards meeting monthly and yearly department goals.  Monitor efficiency standards for the loan operations staff to ensure efficient, timely and accurate processing of credit applications. 

  • Responsible for the communication of all product, procedure, and guideline changes that require a release through Loan Administration.     

  • Promote strong relationship centricity with both internal and external customers in accordance with the bank’s strategic goals. 

  • Provide assistance and direction to the staff and resolve customer service issues that are not able to be resolved at the staff level. 

  • Oversee and maintain working relationships with the bank’s closing attorneys and appraisers.  Review and recommend fee changes as necessary. 

  • Provide on the spot coaching to loan operations staff while empowering the employee to make decisions within reason. 

  • Hire, train and develop staff members and perform appraisal reviews for loan operations staff. 

  • Ensure regular department meetings are held and the staff is kept informed. 

  • Oversee the administration of the LOS for the division, working with vendors and department managers as necessary to create and update new products, disclosures and documentation. Work with our LOS provider to ensure maintenance of system, as well as future enhancement is compliant with all federal and state regulatory requirements. 

  • Oversee processing, underwriting and closing functions to ensure loans are disclosed according to regulatory guidelines; decisions are timely and made in accordance with various investor guidelines; loans are processed efficiently and closed in a timely manner.  

  • Provide guidance, training and support to the Retail Banking Division as needed. 

  • Attend compliance meetings. 

  • Recommend, manage and maintain up-to-date Board and Internal Operation Policy changes for Residential Lending. 

  • Oversee, manage and maintain departmental reports as needed. 

  • Establish budget and cost control measures to assure operating efficiency. 

  • Work with other department managers within Lending, Loan Servicing, Retail Banking, Audit and Compliance to facilitate smooth workflow and to address issues/concerns related to overall business operations. 

  • Work closely with First VP/Loan Servicing to ensure a smooth transition from operations to servicing including post closing and imaging. 

  • Work closely with FVP/Mortgage Origination to provide an environment between Loan Origination and Loan Operations that is founded in teamwork. 

  • Oversee the management and maintenance of Disaster Recovery procedures for the department in accordance with bank standards. 

  • Participate in the development of new products, rollout training and related regulatory disclosures as necessary. 

  • Establish and maintain effective working relationships with other employees and customers, and contribute to the effective team management of all bank problems, issues and opportunities. 

  • Perform additional duties as required.    


  • College degree or 10 years’ loan operations experience.

  • Minimum 10 years' experience in loan operations.

  • Minimum 5 years’ experience in management.

  • Excellent written and oral communication skills.

  • Strong organizational, planning and analytical skills.

  • Strong technical, critical thinking and risk management skills.

  • Expert level experience with LOS administration.

  • Solid understanding of Federal and State lending regulations and loan closing/funding process.

The above description covers the most significant major responsibilities but does not exclude other occasional responsibilities and accountabilities the inclusion of which would be in conformity with the major purpose of this job. 


Waltham, Massachusetts 

About Cambridge Savings Bank: 

Cambridge Savings Bank is a full-service financial institution with approximately $4 billion in assets that is committed to improving the quality of life in the communities it serves. One of the oldest and largest community banks in Massachusetts, Cambridge Savings Bank offers a full line of individual and business banking services and has branches located in Arlington, Bedford, Belmont, Burlington, Cambridge, Charlestown, Concord, Lexington, Newton, and Watertown.

Cambridge Savings Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.