Salem Five is a growing regional financial services organization with a rich history of over 170 years. As an independent bank, we are deeply rooted in the communities we serve and offer our employees successful and rewarding careers. This position requires the ability to work in the Salem, MA office. Salem Five has more than 30 retail banking branches throughout Essex, Middlesex, Norfolk and Suffolk counties, strong business banking capabilities, an Insurance division, a Wealth Management & Trust organization and a Mortgage Company that has provided homeownership to generations of families. Salem Five believes deeply in supporting the communities in which we reside. Donations through our Charitable Foundation or events at the branch or location-level are an important part of our DNA. We would not be the company we are without our commitment to businesses and organizations that help the region thrive and to our employees. Come see what we're all about.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following. Other duties may be assigned.

• Deliver a 5-star customer experience to Loan Officers and borrowers through proactive communication, responsiveness, professionalism, and ownership of the file.
• Take full ownership of the file from submission to closing, ensuring no gaps in communication and appropriate follow-through.
• Provide timely updates to Loan Officers and borrowers at key milestones, ensuring expectations are clearly set and managed throughout the process.
• Respond to internal and external inquiries within established service-level standards.
• Work proactively with Underwriting by assembling complete, well-documented files while also anticipating conditions to minimize underwriter touches and re-submissions.
• Maintain consistent communication with Underwriters to ensure clarity of conditions, alignment on risk factors, and efficient path to final approval.
• Obtain all documents necessary to consummate the loan and ensure file completeness, accuracy and compliance with Bank/Investor guidelines minimizing friction points for our customers.
• Escalate potential delays early and collaborate on resolution strategies to protect commitment and closing dates.
• Drive loans to final approval no later than one business day prior to mortgage commitment expiration dates.
• Prioritize refinance transactions to achieve closing within 14 calendar days of the borrower's Intent to Proceed (ITP), when documentation and borrower responsiveness allow.
• Maintain active pipeline management using reports and tracking tools to identify aging files, outstanding conditions, and potential bottlenecks.
• Demonstrate urgency and prioritization skills to meet departmental turn-time expectations.
• Actively participate in Identification of workflow inefficiencies and recommend process improvements that enhance speed, accuracy, and customer satisfaction.
• Develop an ong.

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