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.

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

ABOUT THE TEAM

J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.