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VP Retail Lending Operations & Investor Relations

Job Details

Level

Experienced

Job Location

Headquarters - Marlborough, MA

Position Type

Full Time

Salary Range

$135000.00 - $155000.00 Salary/year

Job Category

Admin - Clerical

Description

Title: VP, Retail Lending Operations & Investor Relations Salary Grade:

FLSA Status: Exempt Employment Status:Full Time

Department: Retail Lending Location:Headquarters/Hybrid Eligible

Reports To: SVP, Retail Lending & Loan Servicing

Date Prepared: October 3, 2025 Human Resources Review:October 6, 2025

SUMMARY:

Reporting to the SVP, Retail Lending & Loan Servicing , the VP, Retail Lending Operations & Investor Relations is responsible for leading the residential and consumer lending teams, driving operational excellence, and ensuring full compliance with regulatory requirements. This role emphasizes advanced technology expertise to streamline mortgage workflows, enhance secondary market operations, and efficiently manage investor relationships. The position requires strong collaboration with Loan Servicing, Compliance, and other bank departments to achieve high standards in lending performance and operational integrity.

Additionally, it is expected that this position assists with projects that affect the department and the bank, acts as a resource for other team members in the Loan Servicing department and embraces the established sales and service culture to maximize their contribution to the Bank’s goals.

After successful completion of training and proven abilities, this position is eligible for a hybrid work arrangement with consistent availability expected during core business hours and agreed upon number of days per-week/month on site.

ESSENTIAL DUTIES and RESPONSIBILITIES:

The following requirements reflect the necessary knowledge, skills, and abilities for this role. Employees are expected to deliver high-quality work within established deadlines, whether working independently or as part of a team. Effective communication and coordination with colleagues, customers, suppliers, and other organizations is essential.

+ Lead, coach, and support the residential mortgage and consumer lending departments, ensuring operational excellence and leveraging Optimal Blue and Encompass technologies to streamline workflows and processes.

+ Oversee and manage the origination of new residential and consumer loan accounts, ensuring compliance with the Bank’s loan policy guidelines and utilizing Optimal Blue and Encompass to enhance accuracy and efficiency.

+ Develop, implement, and refine policies and procedures to maximize departmental effectiveness and integration with other bank systems.

+ Present loans to appropriate committees for approval and maintain comprehensive documentation, including the preparation, review, and updating of loan procedures manuals.

+ Assist in developing the departmental budget and oversee all related projects, including the conception, planning, and implementation of new business programs.

+ Serve as the Bank’s MERS Officer, responsible for filing quarterly attestations and the annual report.

+ Manage the mortgage and consumer lending operations and oversee buying and selling of mortgages in the secondary market. This includes adding new mortgage investors, managing relationships with current investors, recommending product pricing and development, negotiating contracts, and presenting loans for approval and sale.

+ Direct the consumer loan department, providing guidance on product offerings such as auto loans, passbook loans, unsecured loans, revolving credit, septic loans, etc.

+ Address loan compliance issues and supervise the collection and submission of monthly HMDA reports and the annual LAR.

+ Represent the Loan Departments on various Bank Committees, actively participate in industry trade groups and educational programs, and recommend improvements for compliance and operational efficiency.

General

+ Consistently meet or exceed established performance standards and objectives, using tools and systems including (but not limited to) Optimal Blue and Encompass for self-management, organization, and proactive problem-solving.

+ Achieve strong results while balancing multiple complex demands and promote the corporate culture by fostering organizational vision, policies, and guidelines.

+ Support internal, external, and regulatory auditors with the collection of requested materials as assigned with their respective engagements.

+ Maintain registration with the National Mortgage Licensing System and Registry (NMLS&R) and uphold responsibilities under the SAFE Act.

+ Effectively use tools and systems to be able to self-manage, organize, and complete work independently, proactively recognizing potential obstacles resolving them before they become an issue, managing to deadlines, creating action plans when not on track, enabling job functions to happen with minimal oversite and meeting conditions of satisfaction.

+ Use discretion in dealing with large amounts of sensitive, confidential information, while adhering to all Bank policies and procedures

+ Readily volunteer and accept assignments to special tasks established to address specific issues and opportunities.

+ Adhere to all company policies, consistently demonstrating our core values and service standards

+ Regular and consistent attendance is required to ensure the high standard of customer service.

+ In the performance of respective tasks and duties, the employee is expected to maintain knowledge of and ensure compliance with Bank Secrecy Act regulations and adheres to compliance procedures and internal/operational risk controls in accordance with all applicable regulatory standards, requirements and policies as well as attending all required training sessions and completing all required on-line training courses.

+ Other duties as assigned, performing similar or related work as directed, required, or as situation dictates.

SUPERVISORY RESPONSIBILITIES:

In alignment with our Core Values and Lean Principles, direct staff according to business needs, and established goals/objectives that are aligned with the Strategic Plan.

+ Build and lead a high-performing Loan Servicing team through direct supervision, mentoring, cross-training, and performance management.

+ Establish departmental goals and objectives, monitor progress, and measure performance against key metrics.

+ Identify and develop high-potential team members, supporting succession planning and career advancement.

+ Foster an inclusive, collaborative work environment that values individual strengths, encourages innovation, and supports change.

+ Oversee daily operations and ensure timely, accurate task completion aligned with business needs and departmental priorities.

+ Monitor and enhance departmental procedures to improve productivity and efficiency, communicating changes to all stakeholders.

+ Provide training and guidance on new and existing processes to ensure team proficiency and consistency.

+ Manage multiple complex priorities while maintaining a strong focus on achieving departmental results.

+ Promote and reinforce the organization’s culture, vision, and strategic direction through leadership and example.

+ Monitors and ensures approval of bi-weekly timecards, reviews and approves time off requests for all members of the team always ensuring adequate coverage within the department.

+ Completes timely checkpoints, recommends employment decisions, coaches, counsels, disciplines, and develops staff as necessary.

LEVEL OF RESPONSIBILITY:

+ Independently interact with all staffing levels, Board of Directors, and community members, providing subject matter expertise and contributing to organizational revenue.

+ Work is non-routine, complex and analytical, relying on prior directly related experience. Policies, procedures, and programs adhered to are prescribed by the bank and State and Federal Regulators.

+ Participates in developing and executing change management and contributes to the strategic alignment impacting to the critical goals of the Bank.

SKILLS REQUIRED:

+ Bachelor’s degree in business administration or related field, or equivalent experience.

+ Minimum 8-10 years leading a Lending Team with progressive senior level management responsibilities.

+ Experience in risk management and creative solutions for loan applicants through risk identification and mitigation.

+ Expertise in business and organizational planning, coordination, and execution.

+ Strong knowledge of banking regulations and laws, plus thorough understanding of mortgage and consumer lending vehicles.

+ In-depth understanding of secondary market guidelines, including state agency, HELOC, second mortgage, and consumer loan requirements.

+ Knowledge of Fannie Mae, Freddie Mac, and secondary mortgage market guidelines, including automated underwriting systems (DU and LPA).

+ Registered, or eligible to register, for a valid Mortgage Loan Originator Identifier Number via NMLS&R.

+ Intermediate to advanced level of proficiency in Microsoft Office Suite and standard office equipment.

EQUIPMENT REQUIRED:

+ Smart Phone - To enable the MFA (Multi Factor Authentication) facilitating access to MSB systems .

HYBRID/REMOTE ENVIRONMENT:

+ Your physical remote location must provide a dedicated workspace that is free from distraction and provides adequate light to be regularly visible on video calls.

+ You must have access to a reliable internet connection with adequate bandwidth to join Teams and other video calls.

COMPETENCIES:

+ Leadership/People Management

+ Natural leader with positive communication (written & verbal) and well-developed interpersonal skills, ethics, and cultural awareness with the ability to motivate.

+ Collaborative, self-starter, strategic thinker, and seasoned problem solver

+ Process Management

+ Strong organizational, planning, and time management skills

+ Advanced independent critical thinking and problem-solving skills to be able to navigate complex situations, and drive efficient, effective, and timely solutions that meet the needs of all stakeholders.

+ Relationship Builder

+ Develops and maintains relationships with officers, employees and external contacts and maintains alignment with core values, vision, strategy, and goals.

+ Project Management

+ Ability to multi- task, organize, work independently, accomplish tasks, and meet deadlines despite frequent interruptions in a fast-paced environment while maintaining attention to detail.

+ Decision-maker

+ Goal-driven and solution-oriented to align with Strategic planning and vision

+ D etail-oriented, with the ability to balance a high number of competing projects and related tasks across all departments.

LANGUAGE/COGNITIVE SKILLS:

Thework skills described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The person in this position frequently communicates with all departments and customers, about banking products and services, and therefore must be able to exchange accurate information in these cases. They will need to use judgment and discretion in decision making situations, interpret and follow all Bank policies and procedures, write/create reports, and business correspondence, (Main Street Bank’s standard language is English). As well as the ability to:

Speak and effectively present/communicate information and respond to questions from customers, groups of managers, vendors, and other employees.

+ Define problems, collect data, establish facts, and draw valid conclusions.

Read, analyze, and interpret a variety of documents such as loan documents, underwriting guidelines, industry news and trends, financial statements and Bank policies and procedures.

WORKING CONDITIONS AND PHYSICAL EFFORT:

The physical and work environment demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is required to:

Physical Demands/Efforts

+ Occasionally lift and/or move up to 10 pounds, (i.e., files)

+ Regularly required to remain in a stationary position, greater than 75% of the time

+ Occasionally required to stoop and bend.

Mental & Visual Demands

+ Consistently operate a computer for extended periods of time

+ Specific vision abilities may be required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

+ Regular use of office productivity machinery (i.e., a calculator, copy machine, fax machine, computer printer).

Work Environment and Hazards

+ Regularly move throughout the inside the Bank to access resources and individuals.

+ Occasional local travel for bank purposes and/or on behalf of the bank (i.e., networking, business/customer calls, community/marketing events).

+ The employee must be able to work schedules that meet the needs of the bank, which may include early morning, evening and/or weekend hours.

+ When in the office the noise level is moderate, typical office environment.

AMERICANS WITH DISABILITIES ACT

Main Street Bank complies with all aspects of the Americans with Disabilities Act (ADA) and state disability laws. This means that we will not discriminate against qualified individuals with a disability in any phase of the employment relationship including application for employment, hiring, promotions and/or advancement opportunities, termination, compensation, training and any other conditions or privileges of employment.

Applicant Notice

The completion of this Application for Employment does not assure a position with Main Street Bank and any offer of employment is conditioned on the satisfactory completion of a background and credit review as determined by the sole discretion of Main Street Bank. Neither this Application for Employment nor any document constitutes a contract of employment for a specific term and that any employment relationship that may be established will be 'at-will' and if hired, may be terminated at any time, for any reason, by the applicant or Main Street Bank.

Massachusetts Law - It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Massachusetts General Laws c. 151B prohibits employers from (1) terminating or refusing to hire individuals on the basis of genetic information; (2) requesting genetic information concerning employees, applicants, or their family members; (3) attempting to induce individuals to undergo genetic tests or otherwise disclose genetic information; (4) using genetic information in any way that affects the terms and conditions of an individual’s employment; or (5) seeking, receiving or maintaining genetic information for any non-medical purpose.

Main Street Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

Main Street Bank is committed to working with and providing reasonable accommodation to individuals with disabilities. If you need special assistance or an accommodation while seeking employment, please call: 978-487-1432 or send an email to [email protected] and we will make determination on your request for reasonable accommodation on a case-by-case basis.