Commercial Loan Servicing Analyst (77246)

Commercial Loan Servicing Analyst

Optional Work from Home Headquarters - Marlborough, MA 01752

Salary Range $71,000.00 - $90,000.00 Salary/year Level Senior Position Type Full Time Category Admin - Clerical

Job Description

Reporting to the VP, Loan Servicing Manager and/or Assistant Manager of Loan Servicing, the Commercial Loan Servicing Analyst is responsible for the administration, maintenance, and servicing of the Bank's commercial loan portfolio. This role serves as a subject matter expert for commercial loan servicing functions and is responsible for ensuring the accuracy, integrity, and compliance of servicing activities throughout the life cycle of commercial loans.

The Commercial Loan Servicing Analyst will perform a variety of analytical, operational, and customer-facing responsibilities, including loan maintenance, payment processing, escrow administration, reporting tracking, system reconciliations, participation loan servicing, and problem resolution. The Analyst will work closely with Commercial Banking, Credit Administration, Loan Operations, Finance, Compliance, and external customers to ensure exceptional service and adherence to all Bank policies, procedures, and regulatory requirements.

The position requires strong analytical skills, attention to detail, sound judgment, and the ability to manage multiple priorities while maintaining a high level of accuracy and customer service. The Commercial Loan Servicing Analyst is expected to support department initiatives, recommend process improvements, mentor less experienced team members, and contribute to the Bank's sales and service culture.

This position is relied upon as a key operational and analytical resource within Loan Servicing and plays an important role in ensuring the quality, compliance, and effectiveness of the Bank's commercial loan servicing operations.

After successful completion of training and proven abilities, this position is eligible for a hybrid work arrangement with consistent availability expected during core business hours and agreed upon number of days per-week/month on site.

ESSENTIAL DUTIES and RESPONSIBILITIES:

The requirements listed are representative of the knowledge, skill, and/or ability required.

In the performance of assigned duties, the employee is expected to perform quality work within established deadlines, interact professionally with employees, customers, auditors, and vendors, contribute effectively as a team member, and work independently while maintaining effective communication and coordination with all stakeholders.

Commercial Loan Portfolio Administration

• Administer and maintain commercial loan portfolios, ensuring accuracy of loan records, system data, and supporting documentation.

• Process and verify commercial loan maintenance transactions, including advances, payoffs, principal curtailments, rate changes, renewals, modifications, and payment adjustments.

• Monitor and maintain loan servicing records related to participation loans, syndicated credits, investor-owned loans, and purchased or sold loan relationships.

• Ensure all loan boarding, maintenance, and servicing activities comply with applicable regulations, investor requirements, and Bank policies.

• Engage in timely QC and booking of new commercial loans per the standards set within the Loan Operations department.

Loan Analysis and Monitoring

• Analyze servicing data to identify trends, discrepancies, operational risks, and opportunities for process improvements.

• Review loan servicing reports and exception reports to ensure timely resolution of outstanding items.

• Research and resolve complex servicing issues, system exceptions, payment discrepancies, and customer inquiries.

• Assist with the monitoring and reporting of past-due commercial loans and non-performing assets.

Escrow, Tax, and Insurance Administration

• Monitor and maintain property tax, flood insurance, hazard insurance, and other collateral-related requirements.

• Coordinate annual insurance reviews and follow-up activities to ensure proper collateral protection.

• Research and resolve escrow discrepancies and servicing exceptions.

Customer Service and Relationship Support

• Serve as a key point of contact for commercial borrowers, relationship managers, attorneys, title companies, and other internal and external stakeholders.

• Provide professional and responsive service while researching and resolving customer concerns and servicing requests.

• Support Commercial Banking personnel with servicing inquiries, loan information requests, and operational guidance.

• Build strong working relationships across departments to facilitate efficient servicing operations and issue resolution.

Reporting, Compliance, and Operational Support

• Prepare, maintain, and analyze servicing reports written and generated out of iDashboard, Crystal Reports, Power BI, and various vendor sites, to ensure data integrity and regulatory compliance

• Assist with regulatory and internal reporting requirements related to the commercial loan portfolio.

• Ensure compliance with flood regulations, Fair Lending, and other applicable regulatory requirements.

• Remain current on regulatory changes, industry trends, and servicing best practices affecting commercial loan operations.

• Assist with system testing, data mapping, software upgrades, and implementation of new servicing processes and technologies.

• Recommend procedural improvements that enhance operational efficiency, customer service, and regulatory compliance.

Collections and Problem Loan Support

• In conjunction with the Collections Manager, assist with collection activities for assigned commercial loan relationships as directed and in accordance with Bank policy and applicable regulations.

• Monitor delinquency reporting and support workout, modification, and problem loan servicing activities.

• Coordinate servicing actions necessary to support collection efforts, asset recovery, and loan resolution strategies.

• Maintain appropriate documentation and records related to collection and servicing activities.

Training and Departmental Leadership

• Serve as a resource and subject matter expert for commercial loan servicing functions.

• Assist in training and mentoring less experienced Loan Servicing team members.

• Support cross-training initiatives to ensure operational continuity and adequate departmental coverage.

• Participate in department projects and strategic initiatives designed to enhance operational effectiveness and customer experience.

General Responsibilities

• Assist internal, external, and regulatory auditors by providing requested documentation and responding to servicing-related inquiries.

• Utilize available systems, tools, and resources to effectively prioritize, organize, and complete work independently.

• Identify potential operational issues and proactively implement solutions before they impact customers or internal stakeholders.

• Exercise discretion and sound judgment when handling sensitive and confidential information.

• Adhere to all Bank policies, procedures, service standards, and core values.

• Maintain regular and reliable attendance to support excellent customer service and operational effectiveness.

• Ensure compliance with all regulatory requirements, including BSA, AML, and internal operational risk controls.

• Complete all required training and continuing education assignments.

• Perform other duties and special projects as assigned.

LEVEL OF RESPONSIBILITY:

• Work is non-routine, complex and analytical, relying on prior directly related experience. Policies, procedures, and programs adhered to are prescribed by the bank and State and Federal Regulators.

• Works with limited supervision while managing multiple competing priorities and deadlines.

• Serves as a subject matter expert in commercial loan servicing processes, systems, and regulatory requirements.

• Frequently interacts with Commercial Banking Officers, Credit Administration, Loan Operations, auditors, customers, attorneys, and external service providers.
• Functions independently in the administration and servicing of commercial loan portfolios.
• Exercises sound judgment in researching, analyzing, and resolving complex servicing issues and customer concerns.

• Contributes to departmental decisions, process improvements, and strategic initiatives through analytical insight and operational expertise.

SKILLS REQUIRED :

• Associate's degree in