Senior Loan Servicing Operations Support Analyst

Job Description

Job Description

POSITION DESCRIPTION:

The Senior Loan Servicing Operations Support Analyst is a senior individual contributor and control owner responsible for administration and product support of semi complex to complex analytical, research, and operational functions supporting the Bank’s Commercial, Residential, and Consumer loan portfolios while minimizing operational, financial, compliance, and reputational risk.

This role requires advanced knowledge of loan servicing operations, loan accounting, and applicable regulations, and provides leadership in strengthening internal controls, monitoring exception conditions, and driving process improvements.

In addition to complex servicing support, this role provides enhanced oversight for:

• Investor reporting/remittance and custodial reconciliation
• General Ledger (GL) oversight and servicing to GL reconciliation
• Escrow oversight controls (timeliness, escalation, and exception management for tax/insurance escrow administration performed by servicing staff)
• Collateral management oversight to ensure lien perfection, payoffs/releases completion, and a portfolio free of aged collateral exceptions

The Senior Analyst serves as an escalation point and mentor to Analyst I/II team members and partners closely with Accounting/Finance, Compliance, Audit, Legal/Recording, and vendors to ensure processes are executed accurately, timely, and within established control standards.

GENERAL DESCRIPTION OF DUTIES:

Investor Reporting, Remittance & Custodial Oversight

• Accountable for accurate and timely investor reporting for all investor loans, including correct investor loan system set‑up and ongoing data integrity
• Ensures accurate and timely remittance of monthly payments to investors and oversees reconciliation of custodial accounts, researching and resolving variances
• Establishes monitoring controls (checklists, exception reporting, and aging) to identify reporting/remittance failures early and drive timely remediation
• Serves as primary escalation point for investor exceptions, disputes, and audit inquiries; coordinates corrective actions with servicing staff and internal partners

General Ledger & Financial Reconciliation Oversight

• Performs/oversees daily portfolio balancing and reconciliation of loan trial balance activity to the General Ledger, including review of “in process” accounts and exception items
• Performs/oversees GL impacting loan servicing transactions (e.g., monetary/GL transactions associated with new loan setup, payments, and FASB processing) and ensures appropriate controls and documentation are maintained
• Timely investor reporting/remittance and clean GL reconciliations with documented root cause and remediation for exceptions

• Acts as the Loan Servicing GL control owner, ensuring integrity between the servicing core system, sub‑ledgers, and the General Ledger
• Partners with Accounting/Finance on:

• Loan balances, accruals, and interest recognition
• Charge offs, recoveries, write-downs, and FASB processing
• Escrow, custodial, and clearing accounts

• Leads root cause analysis for reconciling items; escalates systemic issues, tracks remediation, and confirms sustained resolution through control testing

Escrow Oversight (Controls, Timeliness, Escalation)

• Ensures compliance with RESPA requirements as they pertain to Initial and Annual Escrow Statements and overall escrow administration controls
• Oversees controls supporting the collection of bills and disbursement of funds from escrow/GL accounts related to real estate taxes and insurance premiums, including monitoring of timeliness and exception handling
• Establishes and maintains an escrow exception monitoring framework, including (at minimum):
  • aged escrow disbursements / unpaid bills
  • missing invoices/bills and suspense items
  • escrow shortages/overages requiring action
  • Forced place/insurance escrow exception conditions
  • system update lag (when work is performed but not updated in core)
  • No aged escrow exceptions beyond defined thresholds; documented escalation and resolution tracking

• Provides secondary review and escalation governance to ensure escrow/insurance updates performed by staff are processed timely and corrected when exceptions are identified (including documented escalation paths and follow through)
• Partners with Accounting/Finance to validate escrow/custodial balances and related GL accounts; ensures reconciliation standards and documentation are maintained for audit/exam readiness

Collateral Management oversight (Portfolio Cleanliness & Exception Governance)

• Oversees tracking and monitoring of collateral documentation to ensure final loan documentation is received and exceptions are resolved (e.g., recorded documents, insurance evidence when collateral related, pledged collateral documentation)
• Provides portfolio oversight for lien perfection controls, including UCC filing tracking to prevent lapses and ensure timely continuation actions
• Establishes and maintains aged collateral exception reporting (e.g., unreleased liens, pending satisfactions, missing recorded assignments, outstanding documentation, unreconciled collateral tracking items) with clear ownership, due dates, and escalation rules
• Performs secondary review/quality control of payoff and release activity to confirm:
  • payoff posting accuracy and payoff statement alignment (as applicable)
  • lien release/satisfaction initiation within required timeframes
  • release recording/filing completion and evidence retention
  • exceptions escalated and remediated to closure
  • portfolio remains free of aged lien release/satisfaction exceptions beyond threshold; documented exception aging and remediation evidence

• Coordinates with Legal/Recording, vendors, and internal stakeholders to resolve complex or aged collateral exceptions and reduce portfolio risk

Advanced Servicing, Quality Control & Complex Maintenance

• Works as a key member of the Loan Servicing Team responsible for complex servicing support across boarding/new loan set‑up review, maintenance review, participation loans, construction loans, paid loans, and document retention accuracy
• Conducts/oversees post closing audit to verify accurate new loan setup and that loans closed in accordance with policy and stipulations
• Supports participation loan processing, balancing, and monitoring for bought and sold participation loans
• Reviews adjustable rate change controls (rate index monitoring, change validation, notice/report review) to ensure sound quality control practices are effective
• Reviews billing statements for accuracy and compliance with applicable CFPB/Dodd Frank servicing requirements
• Supports complex loan modifications: document review, fee collection validation, and core system updates based on executed documents and interpretation

Operational Risk Management & Control Environment

• Maintains internal operational and financial controls and ensures they meet Bank standards; identifies opportunities to enhance controls and reduce risk
• Continually assesses front Toback key process controls that mitigate operational risk; recommends enhancements to management and supports implementation
• Leads/coordinates responses to audit and examination requests, including compilation, review, and submission of required documentation and evidence of controls

Leadership, Mentorship & Escalation Support

• Serves as a departmental escalation point for complex issues, customer complaints, and systemic exceptions requiring advanced research and resolution
• Shares knowledge of processes and systems with other analysts; supports training and knowledge transfer to reduce key‑person dependency
• Provides guidance and operational support to Analyst I/II team members and assists management with Realtime performance insights and control health

Process Improvement & Project Management

• Utilizes project management skills to lead departmental initiatives implementing new processes, streamlining procedures, and ensuring milestone tracking and execution excellence
• Serves as a process owner or subject matter expert for system enhancements, core upgrades, parameter review, and UAT testing (including coordination across stakeholders)
• Maintains awareness of trends and innovations in loan servicing technology, procedures, and compliance issues

• Develops metrics, dashboards, and management reporting to support transparency and decision-making

Other Requirements:

• Builds productive relationships with internal and external stakeholders to ensure efficiency, compliance, service quality, and cost management
• Demonstrates excellent verbal and written communication skills; can create influential documents and facilitate discussions across audiences
• Able to use data, information, and communication technologies to find, evaluate, create, and communicate information, requiring both cognitive and technical skills, including:
  • information/data handling
  • communication/collaboration
  • digital identity/safety
  • technical proficiency with Bank systems; and
  • awareness/interest in new technology and innovation
• Attends Compliance/Regulatory webinars for a full understanding of Lending Regulation and Compliance Requirements
• Represents the interests of the Bank by providing leadership to and/or participating in various community and civic activities

KEY QUALIFICATIONS:

• Expert knowledge of loan servicing operations, including investor reporting, remittance, and loan accounting
• Strong understanding of servicing to General Ledger integration, reconciliation, and financial controls
• Proven ability to analyze complex issues, identify root causes, and implement sustainable corrective actions
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non‑technical stakeholders
• Demonstrated leadership and influence without direct-people management responsibility
• Critical and strategic thinker with strong attention to detail and sound professional judgment
• High degree of accuracy, accountability, and ownership over work products and outcomes
• Strong organizational, problem-solving, and decision-making skills; able to work independently in a high activity environment
• Demonstrated commitment to accuracy, accountability, effective client service, and strong cross functional partnership

FUNCTION SUPERVISED: None

LIST OF POSITIONS SUPERVISED : None

EDUCATION REQUIRED: Bachelor’s degree in Finance, Accounting, Business, or equivalent work experience.

EXPERIENCE REQUIRED :

• 7–10 years of similar or related experience
• 5+ years in advanced servicing, investor reporting, accounting, or reconciliation functions preferred
• Advanced proficiency with Microsoft Office (Excel, Word, Outlook); reporting tools and Adobe Acrobat experience a plus

MANAGERIAL RESPONSIBILITY:

• No direct supervisory responsibility
• Serves as a senior individual contributor and functional lead

Digital Literacy:

The ability to use data, information, and communication technologies to find, evaluate, create, and communicate information, requiring both cognitive and technical skills

• Information, data, and content
• Teaching learning and self-development
• Communication, collaboration, and participation
• Digital identity, safety, and security
• Technical proficiency with all bank products
• Awareness and interest in new technology
• Creation, innovation, and research

*Compensation: Compensation is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

Ascend Bank is an equal opportunity employer and offers equal opportunity to all applicants for all positions without regard to race, color, religion, national origin, age, disability, and veteran status.

Applicants requiring reasonable accommodation in the application process should notify Human Resources.

Ascend Bank participates in E-Verify.

EOE/AA/M/F/D/V