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 effectively across teams.
• Ability to multitask and prioritize effectively while working within tight service levels.
• Strong organizational and time management skills.
• High attention to detail and accuracy in completed work.
• Meets internal mobility eligibility requirements, including tenure and satisfactory performance standards, and no active corrective action restrictions.

Preferred qualifications, capabilities, and skills 

• Experience leading onboarding, refresher training, and training content development for operational teams.
• Experience owning or editing operating procedures for a servicing function.
• Demonstrated experience supporting queue prioritization and service-level management in a high-volume environment.
• Experience driving process improvement initiatives (including low-cost solutions and automation).
• Experience performing user acceptance testing and writing test scripts.
• Experience handling complex client or stakeholder escalations and preparing senior-ready summaries.
• Experience supporting multiple servicing teams, workbaskets, or client segments concurrently.