Careers

Responsible for quality control review activities for the Bank’s consumer, residential, and commercial loan portfolio. The Loan Servicing Quality Control Specialist will assist in creating and maintaining QC requirements related to loan operations. This will include validating system reports, follow-up for missing or inaccurate information, and performing other duties pertaining to the loans held, serviced, originated, or sold by the Bank. In addition, this candidate will monitor and review all necessary quality control tasks to ensure they are performed in compliance with Bank policies and procedures. The desired candidate will have a very strong attention to detail with the ability to quickly resolve any issues to mitigate both monetary and reputational risk.

• Performs reviews related to reports and/or loans in accordance with the department’s procedures to ensure customer and bank expectations are met.
• Maintains existing procedures/processes and coordinates implementation of new procedures/processes to ensure the Bank is in compliance with applicable regulatory requirements, as needed.
• Updates and maintains quality control log, note inventory log, and PIF log.
• Performs quality control reviews on all new loan files to include core system and documentation.
• Performs quality control activities on closed and denied/withdrawn loans as defined in policies and procedures.
• Reviews quality control departmental reports for maintenance activities, accuracy and completion.
• Follows up for any post-closing documentation items and escalates any time delays or issues related to quality control to appropriate management team to ensure items are resolved timely and accurately.
• Maintains industry knowledge, stays abreast of regulatory changes with regards to all loan origination and operation. Updates procedures as these environments change.
• Reviews daily rates to ensure accuracy on the core system.
• Reviews and mails all system generated notices.
• Completes internal file audits to ensure accuracy and originals are maintained per regulatory requirements.
• Prepares PIC posting sheets daily to ensure allocation of loans to appropriate GL.
• Supports document imaging initiatives.
• Balances DDA and GL accounts.
• Performs other related duties as required.

• Post high school education with one (1) to three (3) years of residential, consumer, and commercial loan servicing experience or some comparable combination of education and experience.   
• Knowledge of all pertinent regulations related to residential, consumer, and commercial lending.
• Excellent written and verbal communications skills.
• Strong customer service orientation.
• Proficient operation of the Bank’s loan servicing system and Microsoft software such as Word, Excel, and Outlook.
• Working knowledge of the Bank’s loan product offerings, Bank loan regulations and the Bank’s loan policies and procedures.
• Ability to interact with co-workers and customers in a positive manner.
• Ability to exchange information with others clearly and concisely: to present ideas, facts and technical information.
• Ability to perform under stress when confronted with critical timeline constraints and large work volumes.
• Ability to perform a variety of duties within the department, after receiving appropriate cross training, without the loss of efficiency or composure.
• Ability to receive guidance and supervision and follow work rules and procedures. Ability to meet deadlines, and to meet punctuality and attendance standards.
• Ability to systematically identify task requirements and monitor progress towards accomplishment.
• Ability to maintain relationships that facilitate task accomplishment, to cooperate and resolve conflicts, to recognize needs and be sensitive to others and to convince and persuade.
• Ability to work independently as well as in a team-based environment.
• Ability to learn quickly with a strong attention to detail and problem-solving.

At Windsor Federal Bank, the Residential & Consumer Mortgage Loan Originator serves as a trusted advisor and lending expert, guiding clients through the stages of the mortgage and consumer loan process—from initial inquiry to successful closing. This role is pivotal in helping individuals and families realize their homeownership and borrowing goals by providing tailored advice, timely communication, and exceptional customer care throughout the pre-approval, application, and closing phases.

This position is responsible for developing and maintaining strong relationships with a wide range of referral sources—including real estate agents, attorneys, financial advisors, and internal partners—to generate new business and meet both individual and organizational lending goals. The Loan Originator also represents Windsor Federal Bank in the community by participating in outreach efforts and financial education initiatives.

• Originate and Advise: Guide potential borrowers through the residential and consumer loan process, offering personalized advice and financial education at every step—from initial inquiry and pre-qualification through application, underwriting, and closing.
• Build Referral Relationships: Proactively develop and nurture referral relationships with real estate professionals, attorneys, investment advisors, internal bank employees, and community organizations to drive loan originations.
• Client Engagement: Conduct in-person, phone, and or virtual meetings to evaluate borrowers’ financial profiles and lending needs, ensuring a positive and informed customer experience.
• Loan Application Management: Prepare and submit complete, accurate loan applications and ensure timely delivery of all required disclosures and documentation in compliance with regulatory guidelines.
• Customer Follow-Up: Maintain regular and proactive communication with clients, referral partners, and internal departments to ensure timely updates and an efficient closing process.
• Market Expertise: Stay informed about current real estate and lending trends, local market conditions, and changes to federal and state regulations affecting residential and consumer lending.
• Community Involvement: Represent the bank at real estate and community events, homebuyer seminars, and local business activities to promote awareness and increase visibility of Windsor Federal’s mortgage offerings.
• Cross-Selling: Identify opportunities to recommend complementary financial products such as deposit accounts, home equity loans, and consumer lending services.
• Performs other related duties as assigned.

• Minimum of five (5) years of experience in residential lending, with a proven track record of $20 million or higher in annual mortgage originations or equivalent underwriting expertise in accordance with secondary market standards.
• In-depth knowledge of conventional, FHA, VA, CHFA and proprietary loan programs, along with compliance regulations including HMDA, ECOA, TILA, and RESPA.
• Strong financial analysis skills, particularly in evaluating personal and business tax returns.
• Proficiency in using mortgage lending software (preferably Encompass LOS) and related technology platforms.
• Valid state driver’s license and reliable transportation for making outside sales calls and/or to meet loan applicants as needed.
• Requires the National Mortgage Licensing System (NMLS) Registration.
• Ability to work independently while collaborating effectively with colleagues and leadership.

Provide high quality customer service to customers, investors and bank personnel for all residential and consumer loan products offered by the Bank.  Furnishes information, answers questions and performs specialized servicing tasks to ensure that the loans the bank owns, or services are properly maintained.  Responsible for boarding and funding new loans from Encompass to Insight, monitoring ongoing hazard and flood insurance coverages, including performing force placed insurance.  The incumbent will also ensure payment of all insurance types, taxes, and private mortgage insurance.  Perform annual escrow analysis, process loan payoffs, remit investor payments, reconciliations, and reporting timely. In addition, the incumbent will answer customer phone calls, research loan accounts to satisfy customer inquiries, monitor and/or maintain department reports and perform any other loan servicing functions, as needed.

• Review Encompass and export all loans submitted to boarding on the correct disbursement date.
• Complete full loan boarding activities based on the documents provided.
• Coordinate with the originations team to board and disburse each loan on the proper dates.
• Perform construction loan activities to include review of the draw requests, funding the disbursements, and converting to permanent mortgage upon construction completion.
• Respond to customers, bank staff and investor inquiries or concerns related to the servicing of an account.
• Research problems and adjust the core system, as required, and approved by management, when applicable.
• Set up Investor Loans on the core system and perform the related tasks associated with boarding this loan type.
• Remit timely monthly payments and reports to all the loan investors.
• Process timely payments of taxes, homeowner’s insurance, private mortgage insurance, and condo fee bills from the customers’ escrow accounts.
• Perform annual escrow analysis.
• Monitor for home equity lines of credit going into their repayment period and perform the required file maintenance. Communicate to customers that their draw period will be expiring in a timely manner.
• Balance various general ledger and custodial checking accounts as required.
• Review interest rate changes on adjustable customer’s accounts for accuracy.
• Update interest rate indexes for the Bank’s loan products on a daily, weekly, monthly basis or as required.
• Process loan modifications and subordination agreements.
• Perform account maintenance (e.g., reversals, late charge waivers).
• Respond to payoff requests to include preparing payoff quotes, required payoff documentation and mortgage releases timely and within state requirements.
• Monitor and maintain all department loan reports on an ongoing basis to identify and correct problems.
• Update property insurance policy information on the core system on an ongoing basis.
• Monitor property insurance coverage (hazard and flood) and perform forced place insurance procedures in accordance with the applicable regulations, as needed.
• Monitor and maintain separate files for loans covered by flood insurance.
• Monitor the payments of property taxes on mortgage loans that do not escrow for taxes. Contact customers regarding their requirement to pay their taxes. Add a monthly escrow payment to the customer’s bill if the customer fails to resolve the delinquent tax issue.
• Follow-up to ensure all recorded deeds are received and that recording information is input into the loan servicing core system.
• Process incoming and outgoing mail.
• Perform record retention procedures (e.g., boxing, paring down files).
• Supports document imaging initiatives.
• Comply with all bank policies, procedures, BSA, Deposit and Lending regulations.
• Maintain a general understanding of Residential and Consumer loan origination process and update the servicing procedures as these processes change.
• Performs other related duties as required.

• Post high school education with one (1) to three (3) years mortgage loan servicing experience or some comparable combination of education and experience. An accounting background is helpful.
• Knowledge of all pertinent regulations related to Residential and Consumer lending.
• Excellent written and verbal communications skills.
• Strong customer service orientation.
• Proficient operation of the Bank’s loan servicing system and Microsoft Software such as Word, Excel, and Outlook.
• Working knowledge of the Bank’s loan product offerings, Bank loan regulations and the Bank’s loan policies and procedures.
• Ability to interact with co-workers and customers in a positive manner.
• Ability to exchange information with others clearly and concisely: to present ideas, facts and technical information.
• Ability to perform under stress when confronted with critical timeline constraints and large work volumes.
• Ability to perform a variety of duties within the department, after receiving appropriate cross training, without the loss of efficiency or composure.
• Ability to receive guidance and supervision and follow work rules and procedures. Ability to meet deadlines, and to meet punctuality and attendance standards.
• Ability to systematically identify task requirements and monitor progress towards accomplishment.
• Ability to maintain relationships that facilitate task accomplishment, to cooperate and resolve conflicts, to recognize needs and be sensitive to others and to convince and persuade.
• Ability to work independently as well as in a team-based environment.
• Ability to learn quickly with a strong attention to detail and problem-solving.

The Personal Banker serves as the first point of contact for financial customers and prospects by providing a wide variety of banking services to both consumer and small business customers. The Personal Banker performs transactions, account management and offers appropriate solutions by offering financial products to meet the needs of the customer. The Personal Banker is responsible for building and maintaining relationships with members of the community to enhance satisfaction and identify opportunities to create brand awareness while promoting the Bank’s products and services. 

• Provides exceptional customer service by assisting with inquiries, resolving complaints, and offering financial solutions tailored to individuals on an as needs basis.
• Processes deposits, withdrawals, check cashing and transactions accurately and efficiently. Ensures compliance with all operational and security procedures. Balances daily transactions and reconciles discrepancies.
• Identifies customer needs and recommends appropriate financial products such as checking, savings, certificate of deposits, credit cards, and loans. Uncovers opportunities to cross-sell additional banking services as presented.
• Builds and deepens relationships with customers to foster loyalty and retention.
• Performs account opening, maintenance, and closures. Ensures compliance with all banking regulations, policies, and security standards.
• Supports branch operations, including handling escalations or assisting with administrative tasks.
• Guides customers in using digital banking tools and platforms.
• Supports the Bank and branch community efforts and initiatives.
• Ability to work a flexible schedule including weekends as needed.
• Performs other related duties as required.

• High school diploma or equivalent, with one (1) to two (2) years of banking with sales or customer service and cash handling experience preferred, or some comparable combination of education and experience.
• Proficient oral and written communication skills, both in person and on the phone. Strong interpersonal skills. Must be a team player. 
• Sales and relationship-building abilities. Strong customer service and communication skills.
• Proficient computer and math skills. Ability to operate personal computer, calculator, teller terminal. Familiar with Word, Excel, Outlook software.
• Attention to detail, excellent organizational skills, adept in technology.
• Excellent problem solver with decision making ability.
• Ability to work flexible hours, including weekends as necessary.
• Ability to receive guidance and supervision, follow work rules and work procedures; meet deadlines, punctuality, and attendance standards.
• Ability to influence people in their opinions, attitudes, or judgements about ideas or things; to motivate, convince or negotiate. Ability to deal with people beyond giving and receiving instructions such as in a team, supervisory, marketing, or counseling setting.
• Exhibits a professional appearance and demeanor. Is enthusiastic, a motivated self-starter with a strong work ethic.
• Participates in skill and knowledge building training programs offered by the Bank and/or other outside resources.

The Personal Banker II serves as the first point of contact for financial customers and prospects by providing a wide variety of banking services to both consumer and business customers. The Personal Banker II performs transactions, account management and offers appropriate solutions by offering financial products to meet the needs of the customer. The Personal Banker II is responsible for building and maintaining relationships with members of the community to enhance satisfaction and identify opportunities to create brand awareness while promoting the Bank’s products and services. In addition, the Personal Banker II may be responsible for supervising the day-to-day operations of the branch, assisting with overrides, and is responsible for coaching less experienced branch staff. The Personal Banker II works closely with branch management and may be responsible for the efficient operation of the branch and customer service in their absence.

• Provides exceptional customer service by assisting with inquiries, resolving complaints, and offering financial solutions tailored to individuals on an as needs basis.    
• Assists with supervising branch personnel including full-time and part-time Personal Bankers I.
• May assist branch management with weekly scheduling of branch personnel.
• Processes deposits, withdrawals, check cashing and transactions accurately and efficiently. Ensures compliance with all operational and security procedures. Balances daily transactions and reconciles discrepancies.
• Identifies customer needs and recommends appropriate financial products such as checking, savings, certificate of deposits, credit cards, and loans. Uncovers opportunities to cross-sell additional banking services as presented.
• Builds and deepens relationships with customers to foster loyalty and retention.    
• Performs account opening, maintenance, and closures. Ensures compliance with all banking regulations, policies, and security standards.
• Supports branch operations, including handling escalations or assisting with administrative tasks.
• Guides customers in using digital banking tools and platforms.
• Supports the Bank and branch community efforts and initiatives.
• Ability to work a flexible schedule including weekends as needed.
• Performs other related duties as required.

• Associate’s degree or equivalent, with two (2) to three (3) years of experience in teller operations and customer relations, or some comparable combination of education and experience.
• Completion of the Center for Financial Training (CFT) Supervisory Certificate or some other comparable combination of training and certifications preferred.
• Possesses good supervisory skills and superior customer service skills.
• Possesses oral and written communication skills, both in person and on the phone. Strong interpersonal skills.
• Proficient computer and math skills. Ability to operate personal computer, calculator, teller terminal. Familiar with Word, Excel, Outlook software.
• Attention to detail, strong time management and multitasking skills.
• Completion of, or ability to complete, all bank override training as well as all new account training.
• Ability to successfully navigate through all products and services provided in Insight.
• Full access and complete understanding of Bank programs such as Insight, Verafin, Identifi, and DTS.
• Ability to balance the branch cash vault, recyclers (depending on branch location), and ITM.
• Ability to navigate online banking troubleshooting such as resetting passwords, enrolling new personal users, and RSA unlocking.
• Completion of or the ability to complete the COCC New Account Opening Learning Path + Exam and COCC Deposit Account and Services. 
• Ability to receive and provide guidance and supervision, follow work rules and work procedures; meet deadlines, punctuality, and attendance standards.
• Exhibits a professional appearance and demeanor. Is enthusiastic, a motived self-starter with a strong work ethic.

Under the direction of the Customer Care Solutions Manager, the Customer Care & ITM Specialist plays an integral role in delivering exceptional customer experience across multiple service channels. This position engages with current and prospective customers via telephone, online, and Interactive Teller Machines (ITMs), assisting with banking inquiries, transactions, issue resolution, and relationship building. The role requires strong interpersonal and sales skills, a thorough knowledge of the Bank’s products and services, and the ability to provide tailored, accurate, and professional service in every interaction. Flexibility to work extended hours and Saturdays is required.

• Proactively engages with customers and non-customers across telephone, digital, email, and ITM channels to identify financial needs, provide tailored solutions, and recommend appropriate products and services.
• Processes routine and allowable financial transactions, including deposits, withdrawals, loan payments, check cashing, balance transfers, stop payments, and account maintenance, in accordance with Bank policy and procedural guidelines.
• Identifies potential fraud indicators, escalates suspicious activity in accordance with Bank procedures, and supports documentation required for investigation and resolution.
• Provides high-quality customer experience by communicating professionally, de-escalating concerns, applying sound judgment, and escalating issues to management or other departments when appropriate.
• Ensures adherence to regulatory requirements including, but not limited to, BSA/AML, CIP, OFAC, Reg E, and Reg CC as applicable to customer interactions and transaction processing.
• Provides live video-based service via ITMs, performing transactions and delivering branch-like experience while promoting customer adoption of self-service and assisted-service channels.
• Assists customers and internal partners with digital banking, electronic delivery systems, and ITM services by providing guidance, troubleshooting support, and subject matter expertise on available technology and process improvements.
• Meets or exceeds established sales, referral, and service performance goals as defined by management.
• Tracks and maintains reports related to customer interactions, product usage, and campaign activity, and collaborates with team members and supervisors to support service quality, sales efforts, and continuous improvement.
• Maintains cross-training in Customer Care Center procedures and delivery channels and complies with all Bank policies, procedures, operational standards, and applicable federal and state regulations, including BSA, deposit, and lending requirements.
• Takes full ownership of customer issues from initial contact through resolution, appropriately escalating when necessary and ensuring timely follow-up and communication.
• Performs other related duties as required.

• High school diploma or equivalent is required, along with a minimum of one (1) to three (3) years of banking experience. Call center, customer contact center, retail banking, or teller/platform experience is preferred.
• Strong customer service, sales, verbal, written, and organizational skills, with the ability to communicate professionally and effectively across multiple channels.
• Demonstrates critical thinking, sound judgment, and decision-making skills, with the ability to interpret information, identify task requirements, monitor progress, and solve problems efficiently.
• Strong numerical aptitude, attention to detail, and the ability to assist customers accurately through telephone, digital, and ITM processes.
• Working knowledge of financial institution policies, procedures, products, services, and applicable federal and state laws and regulations is required.
• Computer proficiency is required, including Microsoft Office applications such as Word and Excel, and familiarity with teller, platform, or other core banking systems is preferred.
• Ability to work effectively in a high-volume environment, quickly learn and adapt to changing systems, applications, policies, and procedures, and transition between duties without loss of efficiency or composure.
• Must be highly organized and able to prioritize multiple responsibilities, meet deadlines, work independently and collaboratively, and maintain professional relationships that support teamwork and conflict resolution.
• Must maintain a professional appearance while communicating through on-screen technology.
• Ability to receive guidance and supervision, follow work rules and procedures, meet punctuality and attendance standards, and complete compliance and job-related training required by the Bank.