Commercial Loan Advisory Group Analyst

Position Summary The Loan Advisory Analyst is a customer‑facing role responsible for initiating, tracking, and responding to both verbal and written research requests and escalated concerns from guarantors, investors, management, and regulatory entities. The analyst engages with customers primarily through digital channels to complete research and provide solutions to advisors, customers, management, and investors. Essential Duties and Responsibilities Perform complex transactional, operational, and loan‑level research requests, including preparing and procuring documentation to fulfill customer requests. Investigate and resolve loan documentation discrepancies stemming from loan origination and boarding. Research and resolve transactional inquiries such as payments, taxes, and insurance on single and multi‑collateral loans. Communicate interdepartmentally to resolve escrow, payment posting, and ACH issues. Monitor system changes resulting from research outcomes. Document system of record with results and resolution of research. Effectively oversee execution of full and partial payoff requests. Process and image incoming payoff requests; initiate payoff statements through the Special Loans and Customer Service departments. Track payoff fund application, deactivate property in system of record, stop escrow disbursements, and monitor lien releases. Generate team reports and scorecards to determine strategic initiatives for customer and investor satisfaction. Distribute department reports daily (e.g., investor delinquency, NSF, advisor exceptions) and update Advisor Scorecards monthly. Achieve production goals (KPI’s) set by management. Qualifications 3–5 years of direct or related experience in mortgage servicing or similar contact‑center environments. Working knowledge of commercial loans secured by single‑family residential property. Experience with escrow analysis, payment histories, billing, and 1098 statements. Knowledge of cross‑collateralized servicing and partial lien release processing. Understanding of property preservation, code violation resolutions, and hazard claim resolution. Excellent attention to detail, strong analytical and resolution skills, use of sound judgment. Ability to multitask, meet deadlines, and stay organized. Excellent verbal & written professional communication skills. Ability to work independently and in a team environment. Strong advisory skills via telephone, email, and digital platforms. Competencies Adaptability – adapts to changes and manages competing demands. Business Ethics – treats people with respect, keeps commitments, acts with integrity. Communications – expresses ideas clearly, listens, and selects appropriate methods. Customer Service – displays courtesy, handles difficult situations, meets commitments. Dependability – follows instructions, takes responsibility, maintains punctuality. Teamwork – balances team and individual responsibilities, provides and welcomes feedback. Education, Experience, and Other Requirements Education: High school diploma or GED required; associate or bachelor’s degree preferred. Experience: 2–4 years of related experience or training required; strong customer‑experience focus. Language: Ability to read, comprehend, and write simple correspondence. Mathematical: Ability to perform arithmetic and interpret basic data visualizations. Reasoning: Ability to apply common sense to detailed instructions with minimal supervision. Computer Skills: Working knowledge of Microsoft Office (Word, Excel, PowerPoint, OneDrive, Outlook); experience with MSP preferred. Travel: Some travel may be required. Work Environment & Physical Demands The role is performed in a standard office environment with moderate noise. Responsibilities include sitting at a desk, occasional standing, walking, and lifting up to 10 lb. Visual acuity is only required to read printed material. Hearing is required to communicate. Benefits Paid Time Off (PTO) Medical, Dental & Vision coverage Employee Assistance Program Flexible Spending Account Health Savings Account Paid holidays Company‑paid life insurance 401(k) matching plan The above job description is not an all‑inclusive list of duties and responsibilities. Incumbents may be required to perform other related duties as assigned by the supervisor. #J-18808-Ljbffr