Commercial Loan Servicing Analyst (77246)

Job DetailsLevel: SeniorJob Location: Headquarters - Marlborough, MA 01752Position Type: Full TimeSalary Range: $71,000.00 - $90,000.00 Salary/yearJob Category: Admin - Clerical   Title: Commercial Loan Servicing Analyst                  FLSA Status: Non- Exempt                                       Employment Status: Full Time Department: Loan Servicing                                Location: Operations Center/Hybrid Eligible Reports To: VP, Loan Servicing Manager and/or Assistant Manager of Loan Servicing Date Prepared: August 10, 2026                               Human Resources Review: August 17, 2026 SUMMARY: Reporting to the VP, Loan Servicing Manager and/or Assistant Manager of Loan Servicing, the Commercial Loan Servicing Analyst is responsible for the administration, maintenance, and servicing of the Bank's commercial loan portfolio. This role serves as a subject matter expert for commercial loan servicing functions and is responsible for ensuring the accuracy, integrity, and compliance of servicing activities throughout the life cycle of commercial loans.  The Commercial Loan Servicing Analyst will perform a variety of analytical, operational, and customer-facing responsibilities, including loan maintenance, payment processing, escrow administration, reporting tracking, system reconciliations, participation loan servicing, and problem resolution. The Analyst will work closely with Commercial Banking, Credit Administration, Loan Operations, Finance, Compliance, and external customers to ensure exceptional service and adherence to all Bank policies, procedures, and regulatory requirements.  The position requires strong analytical skills, attention to detail, sound judgment, and the ability to manage multiple priorities while maintaining a high level of accuracy and customer service. The Commercial Loan Servicing Analyst is expected to support department initiatives, recommend process improvements, mentor less experienced team members, and contribute to the Bank's sales and service culture.    This position is relied upon as a key operational and analytical resource within Loan Servicing and plays an important role in ensuring the quality, compliance, and effectiveness of the Bank's commercial loan servicing operations.    After successful completion of training and proven abilities, this position is eligible for a hybrid work arrangement with consistent availability expected during core business hours and agreed upon number of days per-week/month on site. ESSENTIAL DUTIES and RESPONSIBILITIES: The requirements listed are representative of the knowledge, skill, and/or ability required. In the performance of assigned duties, the employee is expected to perform quality work within established deadlines, interact professionally with employees, customers, auditors, and vendors, contribute effectively as a team member, and work independently while maintaining effective communication and coordination with all stakeholders.      Commercial Loan Portfolio Administration  Administer and maintain commercial loan portfolios, ensuring accuracy of loan records, system data, and supporting documentation.  Process and verify commercial loan maintenance transactions, including advances, payoffs, principal curtailments, rate changes, renewals, modifications, and payment adjustments.  Monitor and maintain loan servicing records related to participation loans, syndicated credits, investor-owned loans, and purchased or sold loan relationships.  Ensure all loan boarding, maintenance, and servicing activities comply with applicable regulations, investor requirements, and Bank policies.  Engage in timely QC and booking of new commercial loans per the standards set within the Loan Operations department.   Loan Analysis and Monitoring  Analyze servicing data to identify trends, discrepancies, operational risks, and opportunities for process improvements.  Review loan servicing reports and exception reports to ensure timely resolution of outstanding items.  Research and resolve complex servicing issues, system exceptions, payment discrepancies, and customer inquiries.  Assist with the monitoring and reporting of past-due commercial loans and non-performing assets.   Escrow, Tax, and Insurance Administration  Monitor and maintain property tax, flood insurance, hazard insurance, and other collateral-related requirements.  Coordinate annual insurance reviews and follow-up activities to ensure proper collateral protection.  Research and resolve escrow discrepancies and servicing exceptions.    Customer Service and Relationship Support  Serve as a key point of contact for commercial borrowers, relationship managers, attorneys, title companies, and other internal and external stakeholders.  Provide professional and responsive service while researching and resolving customer concerns and servicing requests.  Support Commercial Banking personnel with servicing inquiries, loan information requests, and operational guidance.  Build strong working relationships across departments to facilitate efficient servicing operations and issue resolution.    Reporting, Compliance, and Operational Support  Prepare, maintain, and analyze servicing reports written and generated out of iDashboard, Crystal Reports, Power BI, and various vendor sites, to ensure data integrity and regulatory compliance  Assist with regulatory and internal reporting requirements related to the commercial loan portfolio.  Ensure compliance with flood regulations, Fair Lending, and other applicable regulatory requirements.  Remain current on regulatory changes, industry trends, and servicing best practices affecting commercial loan operations.  Assist with system testing, data mapping, software upgrades, and implementation of new servicing processes and technologies.  Recommend procedural improvements that enhance operational efficiency, customer service, and regulatory compliance.    Collections and Problem Loan Support  In conjunction with the Collections Manager, assist with collection activities for assigned commercial loan relationships as directed and in accordance with Bank policy and applicable regulations.  Monitor delinquency reporting and support workout, modification, and problem loan servicing activities.  Coordinate servicing actions necessary to support collection efforts, asset recovery, and loan resolution strategies.  Maintain appropriate documentation and records related to collection and servicing activities.   Training and Departmental Leadership  Serve as a resource and subject matter expert for commercial loan servicing functions.  Assist in training and mentoring less experienced Loan Servicing team members.  Support cross-training initiatives to ensure operational continuity and adequate departmental coverage.  Participate in department projects and strategic initiatives designed to enhance operational effectiveness and customer experience.  General Responsibilities Assist internal, external, and regulatory auditors by providing requested documentation and responding to servicing-related inquiries.  Utilize available systems, tools, and resources to effectively prioritize, organize, and complete work independently.  Identify potential operational issues and proactively implement solutions before they impact customers or internal stakeholders.  Exercise discretion and sound judgment when handling sensitive and confidential information.  Adhere to all Bank policies, procedures, service standards, and core values.  Maintain regular and reliable attendance to support excellent customer service and operational effectiveness.  Ensure compliance with all regulatory requirements, including BSA, AML, and internal operational risk controls.  Complete all required training and continuing education assignments.  Perform other duties and special projects as assigned.  LEVEL OF RESPONSIBILITY: Work is non-routine, complex and analytical, relying on prior directly related experience. Policies, procedures, and programs adhered to are prescribed by the bank and State and Federal Regulators. Works with limited supervision while managing multiple competing priorities and deadlines.  Serves as a subject matter expert in commercial loan servicing processes, systems, and regulatory requirements.  Frequently interacts with Commercial Banking Officers, Credit Administration, Loan Operations, auditors, customers, attorneys, and external service providers.  Functions independently in the administration and servicing of commercial loan portfolios.  Exercises sound judgment in researching, analyzing, and resolving complex servicing issues and customer concerns.  Contributes to departmental decisions, process improvements, and strategic initiatives through analytical insight and operational expertise.    SKILLS REQUIRED:   Associate's degree in Business, Finance, Accounting, Banking, or a related field preferred; equivalent work experience may be considered.  Minimum 10 years of experience in commercial loan servicing, loan operations, commercial banking, or a related financial services role.  Demonstrated knowledge of commercial lending products and loan servicing processes.  Experience in analyzing complex data, and processes to identify issues, and recommend solutions.  Strong understanding of commercial loan documentation, servicing practices, and regulatory requirements.  Good working knowledge of core systems as well as data processing systems required (COCC, Encompass, Salesforce preferred) Proficient in Microsoft 365 Suite products including, but not limited to Excel, Word, Outlook, Teams, and Sharepoint.   EQUIPMENT REQUIRED: Smart Phone - To enable the MFA (Multi Factor Authentication) facilitating access to MSB systems. HYBRID/REMOTE ENVIRONMENT: Your physical remote location must provide a dedicated workspace that is free from distraction and provides adequate light to be regularly visible on video calls. You must have access to a reliable internet connection with adequate bandwidth to join Teams and other video calls. COMPETENCIES: Process and Project Management Seasoned organizational, planning, and time management skills Detail-oriented, with the ability to balance a high number of competing projects and related tasks. Advanced independent critical thinking and problem-solving skills to be able to navigate complex situations, and drive efficient, effective, and timely solutions that meet the needs of all stakeholders. Relationship Builder Develops and maintains relationships with officers, employees and external contacts and maintains alignment with core values, vision, strategy, and goals. Natural leader with professional and positive communication (written & verbal) and well-developed interpersonal skills, ethics, and cultural awareness with the ability to motivate.   Ability to multi- task, organize, work independently, accomplish tasks, and meet deadlines despite frequent interruptions in a fast-paced environment while maintaining attention to detail. Goal-driven and solution-oriented Drive for continuous improvement and willingness to speak up to identify inefficient processes and propose effective solutions. Strong ability to leverage technology solutions to solve problems and meet ever-changing business requirements. LANGUAGE/COGNITIVE SKILLS: The work skills described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The person in this position frequently communicates with customers about banking products, their bank accounts & transactions and therefore must be able to exchange accurate information in these cases. They will need to use judgment and discretion in decision making situations, interpret and follow all Bank policies and procedures, write/create reports, and business correspondence, (Main Street Bank’s standard language is English). As well as the ability to: Speak and effectively present/communicate information and respond to questions from customers, groups of managers, vendors, and other employees. Define problems, collect data, establish facts, and draw valid conclusions. Read, analyze, and interpret a variety of documents such as standard Mortgage and Note, Post-closing Documents and Modifications and Bank policies and procedures. WORKING CONDITIONS AND PHYSICAL EFFORT: The physical and work environment demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is required to: Physical Demands/Efforts Occasionally lift and/or move up to 15 pounds, (i.e., files) Frequently required to remain in a stationary position, up to 80% of the time Occasionally required to stoop and bend Mental & Visual Demands Consistently operate a computer for extended periods of time Specific vision abilities may be required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus Regular use of office productivity machinery (i.e., a calculator, copy machine, fax machine, computer printer). Work Environment and Hazards Regularly move throughout the inside the Bank to access resources and individuals Occasional local travel for bank purposes and/or on behalf of the bank (i.e., customer RDC locations, off-site training). The employee must be able to work schedules that meet the needs of the bank, which may include early morning, evening and/or weekend hours. It is a general office environment when in the office where the noise level is moderate AMERICANS WITH DISABILITIES ACT Main Street Bank complies with all aspects of the Americans with Disabilities Act (ADA) and state disability laws. This means that we will not discriminate against qualified individuals with a disability in any phase of the employment relationship including application for employment, hiring, promotions and/or advancement opportunities, termination, compensation, training and any other conditions or privileges of employment. Applicant NoticeThe completion of this Application for Employment does not assure a position with Main Street Bank and any offer of employment is conditioned on the satisfactory completion of a background and credit review as determined by the sole discretion of Main Street Bank. Neither this Application for Employment nor any document constitutes a contract of employment for a specific term and that any employment relationship that may be established will be 'at-will' and if hired, may be terminated at any time, for any reason, by the applicant or Main Street Bank.   Massachusetts Law - It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.   Massachusetts General Laws c. 151B prohibits employers from (1) terminating or refusing to hire individuals on the basis of genetic information; (2) requesting genetic information concerning employees, applicants, or their family members; (3) attempting to induce individuals to undergo genetic tests or otherwise disclose genetic information; (4) using genetic information in any way that affects the terms and conditions of an individual’s employment; or (5) seeking, receiving or maintaining genetic information for any non-medical purpose.   Main Street Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.