Commercial Analyst - Loan Advisory Group

Loan Advisory Analyst

Selene Holdings is a multiple-lines business financial services firm with a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage, and a real estate owned company. We have office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT. Founded in 2007 to address needs in the mortgage industry, Selene strives to provide amazing client and borrower experiences. A positive attitude coupled with proven creative thinking and actions are all attributes we seek in every one of our employees. If you want to make a difference, then Selene is the place for you!

Position Summary: The Loan Advisory Analyst is a customer-facing position responsible for initiating, tracking and responding to verbal and written research requests, escalated concerns from guarantors, investors, management and regulatory entities. The position engages with customers and entities, primarily through digital channels to complete research and resolution to advisors, customers, management and investors.

This position works a hybrid schedule.

Essential Duties and Responsibilities include the following:

• Perform complex transactional, operational and loan level research requests to include, but not limited to, researching, responding and fulfilling requests, preparing and/or procuring documentation to fulfill customer requests.
• Interactions with customers will primarily be through digital channels including, but not limited to email and SMS. Voice interactions, while less frequent, will also be used to communication with customers.
• Research and resolve transactional inquiries including items including, but not limited to payments, taxes, and insurance on single and multi-collateral loans.
• Investigate and resolve loan documentation discrepancies stemming from loan origination and boarding.
• Communicate and research interdepartmentally to resolve escrow, payment posting and ACH issues.
• Monitor system changes resulting from research results.
• Deliver research results verbally and/or in writing to guarantors, advisors, management and investors.
• Document system of record with results and resolution of research.
• Effectively oversee execution of Loan Advisory Group full and partial payoff request.
• Process and image incoming full and partial lien release payoff requests.
• Initiate payoff statements through the Special Loans and Customer Service departments.
• Document system of record with status of requests.
• Respond to guarantors, advisors and authorized third parties via email on payoff status.
• Track payoff fund application, deactivation of property in system of record, stop escrow disbursements and monitor lien releases through Collateral department.
• Communicate results to guarantors and advisors through verbal or digital channels.
• Generate team reports and scorecards to determine strategic initiatives needed to maximize customer and investor satisfaction and results.
• Distribute department reporting daily including but not limited to investor delinquency reports, NSF reports, advisor exceptions, etc.
• Update and maintain Advisor Scorecards on a monthly basis. Responsible for distribution to management, advisors and investors.
• Achieve production goals (KPI's- Key Performance Indicators) set by Management.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The qualified candidate must possess 3-5 years of direct or related experience in each of the following:

• Working knowledge of Business Purpose/Commercial Loans secured by single family residential property.
• Experience working in a Contact Center in Mortgage Servicing.
• Extensive understanding of escrow, escrow analysis, payment histories, billing and 1098 statements
• Expansive knowledge related to cross collateralized servicing, partial lien release processing
• Comprehensive understanding of property preservation, i.e. code violation resolutions, hazard claim resolution
• Excellent attention to detail, strong analytical/resolution skills, and use of sound judgement
• Ability to multi-task, meet deadlines and stay organized
• Excellent verbal & written professional communication skills
• Ability to work in a team environment and independently
• Strong advisory skills via telephone, email, and other various platforms

Competencies: To perform the job successfully, an individual should demonstrate the following:

Adaptability - Adapts to changes in the work environment. Manages competing demands. Changes approach or method to best fit the situation. Able to deal with frequent change delays, or unexpected events.

Business Ethics– Treats people with respect. Keep commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values.

Communications- Expresses ideas and thoughts verbally. Expresses ideas and thoughts in written form. Exhibits good listening and comprehension. Keeps others adequately informed. Selects and uses appropriate communication method.

Customer Service- Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.

Dependability- Responds to requests for service and assistance. Follows instructions, responds to management direction. Takes responsibility for own actions. Commits to doing the best job possible. Keeps commitments. Meets attendance and punctuality guidelines.

Teamwork- Balances team and individual responsibilities. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Contributes to building a positive team spirit. Puts success of team above own interests.

Education/Experience: High school diploma or general education degree (GED) required. Associate/Bachelor's degree preferred. Two to four years related experience and/or training required. Relationship management preferred with emphasis on excellent customer experience.

Language Ability: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Ability: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to apply common sense understanding to carry out detailed written or oral instructions with minimal supervision. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills: Working knowledge of and experience with Microsoft Office (Word, Excel, PowerPoint, One Drive and Outlook). Previous experience with MSP preferred.

Certificates and Licenses: N/A

Supervisory Responsibilities: N/A

Travel: Some travel maybe required.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee is regularly required to sit while working at a desk, occasionally standing, walking, and using hands to lift and/or move up to 10 pounds. May also climb or balance; stoop, kneel, crouch or crawl. Needs to be able to talk and hear, but no special vision is required beyond the ability to see in order to read.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

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