About this role
Play a critical role in delivering a high-quality client experience by ensuring loan servicing activity is accurate, timely, and well controlled.
Job summary
As a Loan Servicing Analyst on the Loan Servicing team , you will independently execute servicing and research activities that support timely, accurate, and consistent client service. You will investigate transaction exceptions, resolve monetary issues, and process servicing requests while following loan documents, servicing agreements, controls, and policy. You will also help keep procedures and system documentation current and clear. You will collaborate with cross-functional partners and provide day-to-day guidance to junior team members as needed.
Job responsibilities
- Manage and respond to internal and external servicing requests, providing clear guidance on servicing processes aligned to loan documentation and controls
- Process transaction requests and complete operational activities with a strong focus on accuracy, timeliness, and risk awareness
- Reconcile funds moving in and out of the firm and investigate breaks to resolution
- Research transaction exceptions and discrepancies, performing fact-finding and root-cause analysis and proposing practical solutions
- Escalate highly complex or unprecedented issues with a clear summary of findings and recommended next steps
- Identify opportunities to improve workflows, controls, data quality, and client outcomes; support implementation of enhancements
- Provide input on process design for system enhancements and participate in user testing activities
- Review, update, and maintain procedures and job aids to reflect policy, system, or regulatory changes
- Plan and prioritize your work effectively to manage competing deadlines and deliver consistent results
- Partner with teammates and cross-functional stakeholders to support a positive, responsive service experience
Required qualifications, capabilities, and skills
- At least 1 year of experience in banking, mortgage, financial services, accounting, or loan operations
- Ability to learn and apply technical processes accurately and consistently
- Strong analytical skills with the ability to investigate issues, identify root causes, and recommend solutions
- Demonstrated attention to detail and commitment to accurate processing and documentation
- Strong written and verbal communication skills with a client-focused mindset
- Ability to work independently while collaborating effectively with a broader team
- Proficiency in Microsoft Excel (for example, formulas, pivot tables, and lookups) and other Microsoft Office applications
- Ability to manage priorities, organize work, and meet deadlines in a fast-paced environment
- Professional judgment and discipline in following procedures, controls, and policy
Preferred qualifications, capabilities, and skills
- Bachelor’s degree (for example, business management, accounting, finance, or a related field)
- Experience in commercial loan servicing and/or loan accounting
- Familiarity with commercial banking operations and related products or services
- Experience supporting process improvement initiatives, control enhancements, or operational efficiency work
- Prior involvement in system enhancements, user testing, or process documentation updates