Loan Servicing Specialist

We are developing deeper connections between communities and the ecosystems that sustain them. We accept deposits from individuals, businesses, and non-profits who want to drive positive and lasting change with their dollars. We lend those funds to impact-oriented organizations, with special focus on farms and food businesses, and other sustainability-focused organizations. The word “mutual” in our name means cooperative; we are governed by our depositors, funded by those with a bias towards the long-term, and engineered to endure the test of time. Building bridges is core to who we are, as we believe more interconnected and localized ecosystems support better community resilience and economic viability.

The Loan Servicing Specialist leverages expertise in lending operations and core banking systems to improve partner experience.  We’re trying to reimagine the status quo in banking – innovating in service of our mission. That includes the tools and technology we use to bring our partners’ experience to life. Reporting to our CFO, but working closely with our lending and operations teams, the Loan Servicing Specialist will watch over some of our most critical vendor relationships (including our online banking platform, digital account opening platform, and card processor) – owning configuration and maintenance, release management, implementation of new enhancements, management reporting, and staff training.

This person is a stickler for the small things and a builder - reading documentation carefully to understand how things are supposed to work, testing with a close eye for the details, and documenting everything along the way so others can benefit from their learning. They're also personable and collaborative, comfortable working across several departments in a normal day. They also know how to manage accountability, getting the best out of vendors and internal stakeholders alike.

The role is location flexible with opportunities for remote and hybrid work arrangements for the right candidate (ex. 1-3 days per week in person in Concord, NH). During onboarding, more time in-person in Concord, NH (at our office) will likely be necessary – with additional flexibility over time. Each quarter our whole team also gathers in Concord in-person for 2-3 days of team building and collaboration.

• Reporting directly to the CFO, you will directly support the lending and operations teams.
• Perform loan account maintenance: transaction processing, booking new loans to our core banking system, adjusting the system for changes to loans, updating key rates, verification of transactions.
• Tracking insurance on lending relationships
• Shaping, creating and following procedures and policies in partnership with functional areas.  
• Provide relevant reports to management and lenders.
• Measure deliverables against specific metrics and expectations: response time, quality of work product, and internal customer satisfaction survey results.
• Manage bug tracking, including identifying issues, submitting bug tickets, testing and validating solutions.
• Monitor release notes, coordinate version testing, and escalate new features that could be incorporated into the Bank’s workflows.
• Keep up to date with our products, services, and regulatory requirements.
• Complete required compliance-related bank training (and other related activities).

• Openness to respectfully challenge the status quo for the sake of reducing friction for our partners - with particular interest in making the best use of our technology to honor our core value of simplicity.
• 3-5 years of experience working at a regulated financial institution.
• Expertise in both front- and back-end workflows/features.
• A mix of hard and soft skills that allow you to bounce between strategy and execution, technical projects and person-to-person work.
• Strong communication and collaboration skills, with demonstrated history working closely with internal “customers”.
• Strong project management skills - a history of never "dropping the ball" on items requiring tracking or follow up over a long period of time.
• Ability to perform work accurately and within assigned deadlines - capturing metrics to assist leadership in continuous improvement efforts.  
• Team-first attitude with a strong desire to achieve long-term quality results, taking initiative and thinking strategically to accomplish shared goals and objectives; and strong ethical standards and integrity. 

• Direct experience with key existing vendors – COCC, Identifi, Salesforce, Alkami, Fiserv, etc.
• Experience working in a remote environment.

• Health insurance coverage with dental and vision  
• Paid time off and sick leave
• Allocated time for volunteering
• “Quiet” Fridays
• Life and disability insurances
• Parental leave policy
• 11 paid holidays
• Walden-branded swag!