Commercial Analyst - Loan Advisory Group

Selene Diligence•Jacksonville, FL

10h

About The Position

Selene Holdings is a multiple-lines business financial services firm with a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage, and a real estate owned company. We have office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT. Founded in 2007 to address needs in the mortgage industry, Selene strives to provide amazing client and borrower experiences. A positive attitude coupled with proven creative thinking and actions are all attributes we seek in every one of our employees. If you want to make a difference, then Selene is the place for you! Position Summary: The Loan Advisory Analyst is a customer-facing position responsible for initiating, tracking and responding to verbal and written research requests, escalated concerns from guarantors, investors, management and regulatory entities. The position engages with customers and entities, primarily through digital channels to complete research and resolution to advisors, customers, management and investors.

Requirements

The qualified candidate must possess 3-5 years of direct or related experience in each of the following:
Working knowledge of Business Purpose/Commercial Loans secured by single family residential property.
Experience working in a Contact Center in Mortgage Servicing.
Extensive understanding of escrow, escrow analysis, payment histories, billing and 1098 statements
Expansive knowledge related to cross collateralized servicing, partial lien release processing
Comprehensive understanding of property preservation, i.e. code violation resolutions, hazard claim resolution
Excellent attention to detail, strong analytical/resolution skills, and use of sound judgement
Ability to multi-task, meet deadlines and stay organized
Excellent verbal & written professional communication skills
Ability to work in a team environment and independently
Strong advisory skills via telephone, email, and other various platforms
High school diploma or general education degree (GED) required.
Two to four years related experience and/or training required.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out detailed written or oral instructions with minimal supervision.
Ability to deal with problems involving a few concrete variables in standardized situations.
Working knowledge of and experience with Microsoft Office (Word, Excel, PowerPoint, One Drive and Outlook).

Nice To Haves

Associate/Bachelor’s degree preferred.
Relationship management preferred with emphasis on excellent customer experience.
Previous experience with MSP preferred.

Responsibilities

Perform complex transactional, operational and loan level research requests to include, but not limited to, researching, responding and fulfilling requests, preparing and/or procuring documentation to fulfill customer requests. Interactions with customers will primarily be through digital channels including, but not limited to email and SMS. Voice interactions, while less frequent, will also be used to communication with customers.
Research and resolve transactional inquiries including items including, but not limited to payments, taxes, and insurance on single and multi-collateral loans.
Investigate and resolve loan documentation discrepancies stemming from loan origination and boarding.
Communicate and research interdepartmentally to resolve escrow, payment posting and ACH issues.
Monitor system changes resulting from research results.
Deliver research results verbally and/or in writing to guarantors, advisors, management and investors.
Document system of record with results and resolution of research.
Effectively oversee execution of Loan Advisory Group full and partial payoff request.
Process and image incoming full and partial lien release payoff requests.
Initiate payoff statements through the Special Loans and Customer Service departments.
Document system of record with status of requests.
Respond to guarantors, advisors and authorized third parties via email on payoff status.
Track payoff fund application, deactivation of property in system of record, stop escrow disbursements and monitor lien releases through Collateral department.
Communicate results to guarantors and advisors through verbal or digital channels.
Generate team reports and scorecards to determine strategic initiatives needed to maximize customer and investor satisfaction and results.
Distribute department reporting daily including but not limited to investor delinquency reports, NSF reports, advisor exceptions, etc.
Update and maintain Advisor Scorecards on a monthly basis.
Responsible for distribution to management, advisors and investors.
Achieve production goals (KPI’s- Key Performance Indicators) set by Management.