Senior Loan Servicing Operations Support Analyst

Senior Loan Servicing Operations Support Analyst

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