Loan Servicing & Operations Analyst

Job Title: Loan Servicing & Operations Analyst

Department: Loan Operations

Reports To: Loan Operations Lead

Summary: Responsible for supporting the loan operations function through loan servicing, transaction processing, account maintenance, participation administration, reconciliations, insurance tracking, credit bureau dispute resolution, reporting, and operational support activities. Ensures loan records are accurate, transactions are processed in a timely manner, and activities comply with bank policies, regulatory requirements, and established procedures. Collaborates with lending, accounting, credit administration, and operations teams to support efficient portfolio administration and customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Loan Operations & Servicing

• Process loan transactions and maintain accurate loan records.
• Reconcile loan disbursements, payments, advances, participations, and adjustments.
• Ensure loan servicing activities are completed accurately, timely, and in accordance with established procedures.
• Respond to internal and external inquiries regarding loan accounts and resolve discrepancies.
• Analyze loan data to identify discrepancies, trends, and opportunities for process improvement.
• Collaborate with loan officers, underwriters, credit administration, accounting, and other departments to address loan-related issues.

Participation Administration

• Process participation payments, advances, wires, and related correspondence.
• Maintain participation records and support participant reporting requirements.

Insurance Administration

• Pay force-placed insurance bills when required.

Credit Reporting & Dispute Resolution

• Investigate and resolve credit bureau disputes in accordance with applicable bank procedures and regulatory requirements.
• Process Electronic Credit Disputes and ensure timely, accurate responses to credit reporting agencies.
• Research account information, loan documentation, payment histories, and system records to support dispute investigations.
• Coordinate with lending, collections, and loan operations personnel to resolve credit reporting discrepancies.
• Maintain documentation of disputes, investigations, and resolutions in accordance with bank recordkeeping requirements.
• Help ensure accuracy of customer credit reporting data and recommend corrective actions when necessary.

Reporting, Accounting Support & Controls

• Assist in the preparation of quarterly and year-end accounting reports.
• Maintain accurate loan-related financial records and support invoice processing activities.
• Ensure proper controls are in place for loan transactions to help prevent errors or fraud.
• Collaborate with internal and external auditors by providing necessary loan documentation and financial records.

Team Support & Compliance

• Provide backup support to other Loan Operations department personnel as needed.
• Perform job duties under applicable federal, state, and departmental quality control standards and procedures.
• Comply with bank policies, regulatory requirements, and established operating procedures.

EDUCATION AND/OR EXPERIENCE

• Associate degree in Business, Finance, Accounting, or a related field preferred; equivalent banking or loan operations experience may be considered.
• Two or more years of banking, loan operations, loan servicing, credit administration, accounting, or related financial services experience preferred.
• Commercial loan experience preferred.
• Experience resolving credit bureau disputes and processing Electronic Credit Disputes preferred.
• Participation loan servicing experience preferred.
• Experience with loan accounting, reconciliations, insurance administration, and account maintenance preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong attention to detail, accuracy, and follow-through.
• Ability to research and resolve account discrepancies.
• Strong analytical, organizational, and problem-solving skills.
• Ability to manage multiple priorities and meet deadlines.
• Strong computer skills, including proficiency with Microsoft Office applications, particularly Excel.
• Effective written and verbal communication skills.
• Ability to work independently and collaboratively as part of a team.