Lending Support Analyst

Role Overview

• Serve as the final line of defense by performing pre-funding quality audits to ensure compliance with lender and PatientFi policies, as well as monitor for potential fraud risk
• Research and resolve identified CIP concerns via research and engagement with borrowers and service providers
• Partner with cross-functional resources (Development, Data Science, Fraud Prevention, Legal/Compliance, Customer Service) to support the recurring and ad hoc needs of lender partners
• Monitor internal ticketing systems and execute cross-functional requests involving monetary adjustments to borrower accounts
• Research and resolve escalated concerns pertaining to lender partners or servicing vendors
• Identify and report observed trends and outlier situations to leadership and partner with internal and external parties to drive system/program improvements
• Generate and review scheduled portfolio reporting for lender partners
• Perform loan boarding and sale processes, auditing steps performed by other parties, to ensure accuracy
• Conduct periodic reviews and audits of loan documents and borrower facing communications to ensure accuracy in calculations and information being presented
• Review sampled calls from internal teams and external vendors to ensure compliance with PatientFi procedures and policies, flagging any trends or concerns to leadership for coaching and resolution
• Serve as a subject matter expert and partner with Legal/Compliance team to advise internal teams or lender partners on borrower complaints and disputes

Requirements

• Minimum of 2 years experience in loan servicing, loan processing, risk operations, quality assurance, or customer service at a financial institution or in the fintech industry
• Familiarity and understanding of basic lending/credit/banking/fintech industry regulations and processes
• Strong computer skills including knowledge of the Google Suite environment and basic Mac navigation
• Experience working in ZenDesk and LoanPro environments preferred, but not required
• Comfortable in a dynamic environment with evolving processes, priorities, tools, and responsibilities
• Excellent written and verbal communication skills
• Exceptional attention to detail and problem solving skills
• Ability to manage multiple priorities and tasks simultaneously
• Ability to create a dedicated work space with limited distractions, and maintain focus in a remote work environment

Benefits

• Remote / Hybrid work arrangement