Loan Servicing Analyst

Join a team where your expertise can improve client experiences and strengthen operational excellence.

Bring your leadership, problem-solving, and training skills to help drive meaningful change.
Job summary
As a Loan Servicing Analyst in the Loan Servicing Operations team, you will lead training and project initiatives across multiple servicing teams while providing day-to-day support for queue execution, escalations, and service-level delivery.

You will act as a subject matter expert and partner with stakeholders across operations, risk, legal, and audit to improve processes and outcomes.

Required Job Description Format.docx
Job responsibilities


* Partner with team members, frontline servicing managers, and key stakeholders (including risk, legal, and audit) to support servicing outcomes and issue resolution.


* Serve as primary trainer for new and existing staff; create and maintain training materials for onboarding and refresher training, including updates due to procedure changes.


* Monitor servicing work queues throughout the day; prioritize transactions by service levels, cutoffs, client impact, and business urgency to ensure timely completion.


* Own procedure updates by gathering feedback from impacted managers and preparing content for publishing.


* Identify and recommend process improvements that enhance efficiency, reduce unit cost, and improve client/service experience, including evaluating automation opportunities.


* Act as a subject matter expert across multiple loan servicing functions and processes supported by the team.


* Create test scripts and execute user acceptance testing across multiple applications and platforms.


* Manage medium-to-complex research and escalations, including summarization and senior management notification when required.


* Extract, create, and/or action routine and ad hoc business reports to support servicing and performance needs.


* Provide production support during peak periods, staffing gaps, high-volume events, month-end activity, and other business-critical situations.


* Process loan and line-of-credit transactions across multiple loan servicing systems and related tools (e.g., fundings, wire transfers, payments, rate and fee updates, payoff quotes, and manual invoicing).

Required qualifications, capabilities, and skills


* Currently in an equivalent senior loan servicing specialist role within loan servicing operations.


* Demonstrated strong productivity and quality performance metrics (e.g., consistently ranking in the top tier of the current team).


* Ability to learn and work across multiple loan servicing systems and supporting tools.


* Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook).


* Ability to adapt to internal tracking and monitoring tools.


* Excellent written and verbal communication skills and strong interpersonal skills.


* Strong customer service mindset and ability to partner eff...