Make a direct impact on client experience by owning essential loan servicing and escrow activities.
As a Loan Servicing Analyst in the Loan Servicing team, you will independently execute servicing and research activities to deliver timely, accurate, high-quality client service. You will resolve escrow issues and requests from internal and external stakeholders, process transactions, and research exceptions to identify root causes and solutions. You will maintain and enhance procedures and system documentation to keep processes current and clear. You will apply strong analytical skills, attention to detail, and sound judgment to manage priorities and meet deadlines. You will collaborate with teammates and cross-functional partners to support positive client outcomes and continuous improvement.
Job responsibilities
- Manage and respond to client and stakeholder requests related to transaction servicing activity in alignment with loan documentation, servicing agreements, controls, and policy
- Process and reconcile escrow account activity with a high standard of accuracy and timeliness
- Research escrow exceptions and discrepancies, perform fact-finding and analysis, and recommend practical solutions
- Escalate only highly complex or unprecedented issues with a clear summary and recommended path forward
- Execute operational controls and complete required documentation to support a strong control environment
- Identify opportunities to improve accuracy, speed, and client experience, and support implementation of enhancements
- Provide input on process changes and participate in user testing for system enhancements
- Review, update, and maintain procedures and job aids to reflect policy, system, or regulatory changes
- Plan and organize your work to manage competing priorities and meet deadlines
- Partner with teammates and cross-functional stakeholders to align on outcomes and resolve issues efficiently
Required qualifications, capabilities, and skills
- At least 1 year of experience in banking, mortgage, financial services, accounting, or loan operations
- Experience executing servicing, research, and issue resolution activities with strong attention to detail
- Ability to learn and apply technical processes, procedures, and controls accurately
- Demonstrated analytical and problem-solving skills, including fact-finding, clarification, and root-cause analysis
- Strong written and verbal communication skills, with a client-focused mindset
- Ability to work independently while collaborating effectively with teammates and partners
- Proficiency in Microsoft Excel (including formulas, lookups, and pivot tables) and other Microsoft Office applications
- Adaptability and comfort working with evolving priorities, systems, and policies
Preferred qualifications, capabilities, and skills
- Bachelor’s degree in business management, accounting, finance, or a related field
- Experience in commercial loan servicing and/or loan accounting
- Experience reconciling escrow accounts and resolving escrow-related exceptions
- Familiarity with commercial banking operations and related products or services
- Experience updating procedures, job aids, or process documentation in an operational environment