Loan Servicing Operations Support Analyst II

POSITION DESCRIPTION:Responsible for administration and product support of routine to semi-complex analytical, administrative research, creating and maintaining management tracking reports and data entry functions related to residential, consumer and commercial loans minimizing risk to the bank. This position requires a strong understanding of local, state, and federal lending compliance and regulations. Additionally, the Loan Servicing Operations Support Analyst II will be expected to identify and assist in implementing new projects that align with the banks’ strategy of increased efficiency and prudent growth while paying attention to detail from a risk control perspective to mitigate monetary and reputation risk for the bank. The analyst will provide operational guidance and support to Loan Servicing Operations Support Analyst I team members. Reporting to the Loan Servicing Operations Manager the Loan Servicing Operations Support Analyst II will ensure the efficient operation and servicing of the Bank’s Commercial, Residential and Consumer Loan portfolios to include servicing and reporting of participation, FNMA loans, escrow administration, new loan set-up, flood, hazard and private mortgage insurance monitoring and tracking. Support monitoring and resolving issues and establishing appropriate controls over use of the core and ancillary systems by increasing operational efficiency and providing guidance to peers and Colleagues within the Department. Assist in identification, control and modification of operational risks associated with Loan Servicing. Maintain a strong knowledge of regulation and law, loan accounting requirements and interpret, implement and administer company policies, procedures, manuals and systems to ensure proper controls are in place to maintain compliance with all applicable regulations.This position is responsible for helping to identify make recommendations on such items as improved efficiencies, policies and procedures, actions to achieve plans and the like. The ideal candidate will be versed in process improvement and efficiencies and operate with a keen eye towards strong and effective internal controls while driving a client first culture within their areas of responsibility.GENERAL DESCRIPTION OF DUTIES: Maintains internal operational and financial controls and ensures they meet bank standards.Demonstrates a good working knowledge of the processes and procedures and the ability to identify and implement process improvement opportunities.Ensures quality service and effective and efficient operations support for the assigned area's internal business partners and external clients.May provide guidance and direction to less experienced team members.Provide hands-on assistance to team members while serving as an escalation point for the operation's client issues and complaints.Offer guidance to the management team in such areas as real-time operational performance, ensuring that service level targets are achieved as set by the business.Project Management/Process owner driving initiatives, recommend improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategyAble to prioritize and complete daily work to meet deadlines and goals.Subject Matter Expert for UAT with concentration in loan parameter review, maintenance, and testingEnsures compliance with Real Estate Settlement Procedures Act (RESPA) requirements as they pertain to Initial and Annual Escrow StatementsMaintains knowledge and expertise in Loan Servicing Operations and services processes, supporting applications and their interfacesAssist with annual Core release testing and implementationAssist with End of Year review quality assurance related tasksMust be able to work flexible hours and/or extended hours.Completes all required online compliance training as assigned in a timely manner.Assist with audit requests to include compiling, reviewing and submitted documentation requests as needed. Other duties as assigned.Page BreakOPERATIONAL RISK:Review processes and procedures identifying opportunities to enhance service delivery, optimize workflows and enhance operational effectiveness and efficiencies while minimizing risk; Present ideas for discussion and implementation approval.Ensure operational processes are robust and in-line with the risk, Federal and State regulatory frameworks and Bank policies and procedures.Continually assess front to back, key process controls that effectively mitigate the Bank’s operational risk and make suggestions to Management for any improvements to more effectively manage inherent risk.COMMUNICATIONS:Build and develop strong productive relationships with all key internal and external stakeholders to ensure efficiency, client satisfaction, compliance and cost management.Actively support and promote a culture of change and ensure day-to-day service quality is maintained through periods of strategic change.Excellent verbal and written communication skills. Ability to create influential documents, presentations and group or team facilitation.PROJECT MANAGEMENT/VENDOR MANAGEMENT:Speak to Departmental timelines and key activities as well as indirect impacts on other areas within the Bank on specific change management initiatives.Must be able to function within a team of skilled professionals including goal setting and performance management, sharing knowledge and experience, provide guidance and collaborate with internal and external business partners to meet project goals and deadlines.OTHER REQUIREMENTS:Attend Compliance/Regulatory webinars for a full understanding of Lending Regulation and Compliance RequirementsCritical and Strategic thinker with a strong attention to detail.Strong problem solving, analytical and decision-making skills. Demonstrates ability to work independently on complex issues and projects. High regard for important details, with excellence in attention to detail, to assure accuracy in every transaction, report and /or process; detect errors, follow through on corrections and details.Represents the interests of the Bank by participating in various community and civic activities.KEY QUALIFICATIONS:Ability to work in a high activity/fast paced environment while managing associated stress.Possess excellent organizational skills and ability to work independently.Ability to handle ambiguity, juggle many tasks at once and quickly shift from one situation to another.Ability to identify, research, troubleshoot and analyze problems and determine action plans to address root cause.Documenting process flows and creating procedures for the functions performed.Shares knowledge of processes and systems with new analysts.Contributes to the development of re-engineering methods to improve processes, reduce risks, increase controls and/or increase client satisfaction.Experience creating and generating various operational, management and adhoc reports through Cognos is a plus.Excellent communication skills, listening and negotiation skills in order to articulate ideas and thoughts clearly through various means, including written and oral communications with all levels of the organization.Build positive working relationships with business partners to enhance the client experience.Demonstrate commitment to providing effective client service by seeking to understand clients, internal and external, requirements and addressing their concerns.LEADERSHIP PHILOSOPHY:Empower & Support: Prioritize employees' growth by providing resources, mentorship, and opportunities for success.Lead with Integrity: Foster a culture of trust, transparency, and ethical decision-making.Encourage Collaboration: Fostering an environment that leverages collaboration, innovation, and accountability to achieve strategic goals DIGITAL LITERACY:The ability to use data, information, and communication technologies to find, evaluate, create, and communicate information, requiring both cognitive and technical skillsInformation, data, and contentTeaching learning and self-developmentCommunication, collaboration, and participationDigital identity, safety, and securityTechnical proficiency with all bank productsAwareness and interest in new technologyCreation, innovation, and research FUNCTION SUPERVISED: NoneLIST OF POSITIONS SUPERVISED: NoneEDUCATION REQUIRED: Bachelor’s degree or equivalent work experience.EXPERIENCE REQUIRED: 4-6 years of similar or related experience, minimum of 3 years of experience in Loan Servicing or related areas preferred. Superior client service skills are required, preferably within the Banking industry. Significant proficiency using Microsoft Office Products, including Word, Excel, Outlook, and One-Note is required. Advanced reporting tool and Adobe Acrobat experience is a plus.MANAGERIAL RESPONSIBILITY: Has no supervisory/managerial responsibilities.*Compensation: Compensation is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.Ascend Bank is an equal opportunity employer and offers equal opportunity to all applicants for all positions without regard to race, color, religion, national origin, age, disability, and veteran status.Applicants requiring reasonable accommodation in the application process should notify Human Resources. Ascend Bank participates in E-Verify.EOE/AA/M/F/D/V