Perform complex transactional, operational and loan level research requests
Interactions with customers primarily through digital channels including email and SMS
Investigate and resolve loan documentation discrepancies stemming from loan origination and boarding
Communicate and research interdepartmentally to resolve escrow, payment posting and ACH issues
Deliver research results verbally and/or in writing to guarantors, advisors, management and investors
Document system of record with results and resolution of research
Monitor system changes resulting from research results
Generate team reports and scorecards to determine strategic initiatives needed to maximize customer and investor satisfaction

3-5 years of direct or related experience in managing customer inquiries
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

Commercial Loan Advisory Group Analyst

Key skills