Commercial Loan Servicing Specialist

Commercial Loan Specialist

Commercial Loan Servicing SME | Advisor Support | Escalations

The Commercial Loan Analyst serves as the primary subject matter expert supporting Selene Finance's Commercial Loan Contact Center and Special Loan Advisors. This role researches and resolves complex commercial loan servicing issues, supports escalated borrower inquiries, and provides guidance on challenging servicing scenarios.

The ideal candidate combines commercial loan servicing knowledge with strong problem-solving skills and a passion for helping front-line advisors navigate complex borrower interactions and servicing inquiries.

Role focus: This is a commercial loan servicing and advisor-support role, not a commercial credit, underwriting, portfolio management, or financial analysis position.

What You'll Do

• Serve as a subject matter expert for complex commercial loan servicing inquiries and account situations.
• Research and resolve servicing issues involving payments, insurance, taxes, collateral, payoff requests, loan documentation, assumptions, and other servicing activities.
• Analyze loan-level information to identify root causes and determine accurate, practical resolutions.
• Use MSP and other servicing platforms to research, document, and resolve loan-level inquiries.
• Support commercial mortgage and business-purpose lending activities in accordance with company, investor, and regulatory requirements.

Advisor Support & Escalations

• Serve as the lead escalation resource for Commercial Loan Advisors and Contact Center representatives.
• Provide guidance on complex servicing scenarios, loan documentation, business-purpose lending requirements, and servicing policies.
• Partner with advisors to research, troubleshoot, and resolve challenging borrower situations.
• Build advisor confidence by serving as a trusted resource for commercial loan servicing questions and escalated issues.
• Coach and mentor advisors by sharing servicing expertise, best practices, and problem-solving approaches.
• Support onboarding and ongoing advisor development through knowledge sharing and hands-on guidance.
• Help leadership identify recurring knowledge gaps and training opportunities that affect advisor effectiveness.

Operational Excellence

• Maintain clear and accurate documentation of research, decisions, and resolutions.
• Monitor servicing trends and recurring issues to identify opportunities for improvement.
• Support departmental reporting, quality initiatives, and operational metrics.
• Ensure compliance with company policies, investor requirements, and applicable regulatory guidelines.

Qualifications

Required

• Experience in loan servicing, mortgage servicing, business-purpose lending, or a related financial services environment.
• Experience researching and resolving complex servicing inquiries or customer escalations.
• Strong analytical, critical-thinking, and problem-solving skills.
• Ability to review loan-level information and explain complex requirements clearly.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred

• Direct commercial loan servicing, commercial mortgage servicing, or business-purpose lending experience.
• Experience supporting customer-facing teams, contact center advisors, or servicing representatives.
• Experience serving as a subject matter expert, escalation point, lead representative, or senior servicing resource.
• Working knowledge of MSP or a similar loan servicing platform.
• Experience with commercial real estate lending, specialty servicing, coaching, mentoring, onboarding, or training.

Why You'll Succeed

You enjoy solving complex problems, supporting front-line advisors, and serving as the trusted resource others rely on when challenging servicing issues arise. You bring a customer-focused mindset, sound judgment, and the ability to turn detailed loan research into clear guidance and practical solutions.

Why Selene?

Benefits Selene Finance LP is committed to the total wellbeing of its employees and therefore offers one of the best benefits packages available in the industry today, which includes:

• Paid Time Off (PTO)
• Medical, Dental & Vision
• Employee Assistance Program
• Flexible Spending Account
• Health Savings Account
• Paid Holidays
• Company paid Life Insurance
• Matching 401(k) Plan