Loan Servicing Operations Support Analyst II

General Description of Duties

• Perform and support operational servicing activities across commercial, residential, and consumer loan portfolios, including new loan setup, loan maintenance, escrow administration, participation loans, and paid-loan processing.
• Execute servicing tasks accurately and timely in accordance with Bank policy, servicing standards, and regulatory requirements.
• Serve as an escalation resource for Analyst I staff for routine to semi-complex servicing issues, research, and resolution.
• Prepare and process investor reporting for loans sold, participated, or purchased, ensuring data accuracy and timely submission.
• Execute and validate incoming and outgoing investor remittances, including payment calculations, postings, and confirmations.
• Maintain appropriate documentation and control evidence supporting investor reporting and remittance activities.
• Escalate unresolved exceptions, systemic issues, or out-of-tolerance conditions to the Loan Servicing Manager or Senior Analyst.
• Execute key operational and financial controls aligned to loan servicing, investor activity, escrow administration, and system processing.
• Validate outputs, review exception reports, and ensure discrepancies are identified, documented, and resolved timely.
• Aid in the ongoing assessment of servicing processes to ensure alignment with federal and state regulations, Bank policies, and internal control expectations.
• Aid in operational risk identification by documenting control gaps, inefficiencies, or recurring issues and recommending corrective actions.
• Document process improvement recommendations, including issue description, root cause, risk impact, and proposed solution.
• Support the implementation and testing of approved process changes, automation efforts, and system enhancements.
• Assist with User Acceptance Testing (UAT), core parameter review, and system release testing.
• Support compliance and audit requests by compiling, reviewing, and submitting accurate documentation and evidence.
• Participate in periodic quality assurance reviews, end-of-year processing, and required servicing certifications as directed.
• Maintain accurate management and operational tracking reports to support monitoring and decision-making.

Control Execution, Validation & Operational Risk

• Support ongoing assessment of servicing processes to ensure alignment with federal and state regulations, Bank policies, and internal control expectations.
• Aid in operational risk identification by documenting control gaps, inefficiencies, or recurring issues and recommending corrective actions.
• Document process improvement recommendations, including issue description, root cause, risk impact, and proposed solution.
• Support the implementation and testing of approved process changes, automation efforts, and system enhancements.
• Assist with User Acceptance Testing (UAT), core parameter review, and system release testing.

Process Improvement & Efficiency

• Identify opportunities to streamline workflows, reduce manual effort, improve data accuracy, and strengthen controls.
• Document process improvement recommendations, including issue description, root cause, risk impact, and proposed solution.
• Support the implementation and testing of approved process changes, automation efforts, and system enhancements.
• Assist with User Acceptance Testing (UAT), core parameter review, and system release testing.

Collaboration & Team Support

• Provide day-to-day guidance and knowledge sharing to team members.
• Communicate effectively with internal partners including Finance, Compliance, Lending, and Technology to resolve issues and support operations.
• Maintain professional, responsive communication with internal and external stakeholders to support service quality and customer satisfaction.