Loan Operations Specialist III
12 Month Contract, Potential to Extend or Convert
Mountain View, CA
Hybrid Remote 
Duties:
Drive issue remediation: Manage edge cases and escalations across 4 loan products and 2 servicing platforms holistically; solving case by case, leveling up the learnings, tracking trends, and recommending improvements to policies and procedures to prevent additional issues.

• Support Loan Servicing Workstreams including fraud claims, checks/wires research & application, first payment delinquency investigations, servicing agent QA and monitoring, servicing agent training material development, tracking and monitoring bankruptcy/deceased/hardship processing, research and respond to credit reporting disputes, triage and resolve escalated complaint cases.
• Support Loan Collections Workstreams including enabling natural disaster relief for customers as needed, manage settlements and documentation, launch collections strategy experiments to test ways to improve losses, collections agent QA and monitoring, manage monthly referral process to third party legal collections firm
• Documenting Procedures: You will work closely with our team to improve process documentation of servicing and collections policies and procedures.

Skills:

• 3 years of lending operations, loan servicing, or loan collections experience
• Ability to work independently – self-starter, enthusiastic and highly motivated
• Ability to work in a fast paced and quickly changing environment
• Excellent communication and writing skills; strong organizational skills and attention to detail
• Strong analytical and problem solving skills with the ability to exercise sound and balanced judgment
• Knowledge of regulatory requirements for lending products
• Help drive the mindset that Compliance is a strategic advantage, enabling growth and customer delight
• Empathy and understanding of the small business owner and their finances