Commercial Loan Advisory Group Analyst

About the role

Selene Holdings is a multi-line business financial services firm with a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage, and a real estate owned company. We have office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT. Founded in 2007 to address needs in the mortgage industry, Selene strives to provide amazing client and borrower experiences.

The Loan Advisory Analyst is a customer-facing position responsible for initiating, tracking, and responding to verbal and written research requests, escalated concerns from guarantors, investors, management, and regulatory entities. The position engages with customers and entities, primarily through digital channels, to complete research and resolution for advisors, customers, management, and investors.

Responsibilities

• Perform complex transactional, operational, and loan-level research requests, including researching, responding, and fulfilling requests, and preparing or procuring documentation to fulfill customer requests. Interactions with customers will primarily be through digital channels (email, SMS) and occasionally via voice.
• Research and resolve transactional inquiries, including payments, taxes, and insurance on single and multi-collateral loans.
• Investigate and resolve loan documentation discrepancies stemming from loan origination and boarding.
• Communicate and research interdepartmentally to resolve escrow, payment posting, and ACH issues.
• Monitor system changes resulting from research results.
• Deliver research results verbally and/or in writing to guarantors, advisors, management, and investors.
• Document the system of record with results and resolution of research.
• Oversee execution of Loan Advisory Group full and partial payoff requests, including processing and imaging incoming payoff requests, initiating payoff statements, and documenting the system of record with request status.
• Track payoff fund application, deactivation of property in the system of record, stop escrow disbursements, and monitor lien releases through the Collateral department.
• Communicate payoff results to guarantors and advisors through verbal or digital channels.
• Generate team reports and scorecards to determine strategic initiatives needed to maximize customer and investor satisfaction.
• Distribute department reporting daily, including investor delinquency reports, NSF reports, and advisor exceptions.
• Update and maintain Advisor Scorecards on a monthly basis and distribute to management, advisors, and investors.
• Achieve production goals (KPIs) set by management.

Requirements

• 3-5 years of direct or related experience in the following areas:
  • 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 and partial lien release processing.
  • Comprehensive understanding of property preservation, including code violation resolutions and hazard claim resolution.
• Excellent attention to detail, strong analytical and resolution skills, and use of sound judgment.
• Ability to multi-task, meet deadlines, and stay organized.
• Excellent verbal and written professional communication skills.
• Ability to work in a team environment and independently.
• Strong advisory skills via telephone, email, and other platforms.

Qualifications

• High school diploma or general education degree (GED) required; Associate/Bachelor’s degree preferred.
• Two to four years of related experience and/or training required.
• Relationship management experience preferred, with an emphasis on excellent customer experience.

Skills

• Working knowledge of and experience with Microsoft Office (Word, Excel, PowerPoint, OneDrive, and Outlook).
• Previous experience with MSP preferred.

Benefits

• Paid Time Off (PTO).
• Medical, Dental, and Vision insurance.
• Employee Assistance Program.
• Flexible Spending Account.
• Health Savings Account.
• Paid Holidays.
• Company-paid Life Insurance.
• Matching 401(k) Plan.