Commercial Loan Servicing Analyst

The Loan Servicing Analyst is the customer contact on sole lender deals for loan requests. They are responsible for providing day-to-day delivery of agreed lending/financing services as specified in the credit agreement/approval. Including but not limited to Processing Payments, Funding, Loan Maintenance, Inquiries, Audit, Reconciliation activities, monitoring Team email box, reviewing daily and weekly billing reports, working within a team. Fulfill routine and frequently non-routine transactions for Commercial lending customers.

Key accountabilities are processing loan advances/payments, processing wire transfers & DDA entries, billing for principal/interest/fees, monitoring collateral positions, & financial exceptions, escalating to Portfolio Management as needed. Identify and recommend opportunities to improve for greater operational efficiency, as well as improvement opportunities for other processing areas to minimize risk of error and research time. This role is prone to High transactional volume.

There will be some Customer contact.

• Process and/or fulfill transactions, perform audit/ reconciliation activities and/or other activities in accordance with established priorities and deadlines on a timely, accurate and efficient basis
• Resolve discrepancies/ exceptions that frequently deal with non-routine situations, requiring further analysis
• Investigate and may resolve or make recommendations to more senior team members on more complex, non-routine issues relating to internal business partner and/or external customer inquiries or requests, business process efficiency and quality control within existing procedures
• May resolve escalated work or issues from more junior staff, where applicable
• Enable productive relationships within the line of business (LOB) and other functions through responsiveness and support. Proactively work with others (i.e., on own team, shared service center, other operational areas, or with the internal business partner and/or external customer) to ensure delivery of timely, quality, and efficient fulfillment activities
• Provide advice to internal business partners and peers to support the completion of a process or activity within established procedures
• Provide input and analysis into the continuous improvement of business processes and procedures within the scope of the work team, and participate in the planning, testing and implementation of projects and new/ revised products/ services or processes
• Provide on-the-job assistance and training to others, as requested
• Escalate issues that require resolution by more senior team members, as per guidelines
• Identify potential risk situations/ impacts and make recommendations or escalate to the manager
• Review transactions and requests for compliance with regulatory and Bank requirements, as required
• Monitor production logs and schedules to ensure key controls are followed and exceptions are actively pursued; elevate to the manager as appropriate
• Provide information for regulatory reporting and audit queries
• Ensure all appropriate authorizations/ approvals are obtained in accordance with policies and controls
• Ensure adherence to all applicable legislation, regulatory rules and requirements, and Bank standards, policies and procedures (P&Ps) for such things as potential conflicts of interest, safeguarding of customer information, trading in securities, anti-money laundering, privacy and disclosure of outside business activities
• Ensure strict confidentiality is maintained for both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank P&Ps
• Follow security and safeguarding procedures and apply appropriate due diligence in accordance with Bank policy for the prevention of loss due to such things as fraud or defalcation

• Monitor service delivery performance, production processes and quality, providing reports to the manager for the purpose of optimizing operational effectiveness
• Deliver exceptional customer service that builds trust through responsive, accurate, consistent, knowledgeable, and available services and support
• Align individual performance goals to team and organizational goals

• University degree/college diploma or equivalent work experience
• Knowledge of Commercial Loans is a plus but not necessary
• AFS – level III experience highly preferred
• Experience with Credit Agreements is a plus
• Strong knowledge and understanding of lending products and services, processes and controls is a plus
• Banking industry experience highly desirable
• Experience or knowledge of lending systems and applications is a plus
• Experience with Adobe Editor is a plus

• Strong analytical and problem-solving skills
• Strong investigation skills
• Strong prioritization skills
• Strong organizational skills
• Strong customer service and relationship management skills
• Strong written and oral communication skills
• Ability to multi-task in a fast-paced…