Lending Support Analyst

PatientFi•Irvine, CA

5d•Hybrid

About The Position

Lending Support Analysts are key performers within the Lending Program Operations department. This role is multi-faceted and requires the ability to be detail-oriented, analytical, and inquisitive, while navigating an environment where there may not always be pre-defined processes. The work of the Lending Support Analyst bridges the relationships between internal stakeholders, external financial partners, and our vendors, with the goal of maintaining a frictionless experience for borrowers, service providers, and lenders. Analysts are charged with prioritizing tasks and managing their time in order to execute on repeating daily tasks, while flexing to address ad hoc needs and project initiatives.

Requirements

Minimum of 2 years experience in loan servicing, loan processing, risk operations, quality assurance, or customer service at a financial institution or in the fintech industry
Familiarity and understanding of basic lending/credit/banking/fintech industry regulations and processes
Strong computer skills including knowledge of the Google Suite environment and Mac navigation
Comfortable in a dynamic environment with evolving processes, priorities, tools, and responsibilities
Excellent written and verbal communication skills
Exceptional attention to detail and problem solving skills
Ability to manage multiple priorities and tasks simultaneously
Ability to create a dedicated work space with limited distractions, and maintain focus in a remote work environment

Nice To Haves

Experience working in ZenDesk and LoanPro environments preferred, but not required

Responsibilities

Serve as the final line of defense by performing pre-funding quality audits to ensure compliance with lender and PatientFi policies, as well as monitor for potential fraud risk
Research and resolve identified CIP concerns via research and engagement with borrowers and service providers
Partner with cross-functional resources (Development, Data Science, Fraud Prevention, Legal/Compliance, Customer Service) to support the recurring and ad hoc needs of lender partners
Monitor internal ticketing systems and execute cross-functional requests involving monetary adjustments to borrower accounts
Research and resolve escalated concerns pertaining to lender partners or servicing vendors
Identify and report observed trends and outlier situations to leadership and partner with internal and external parties to drive system/program improvements
Generate and review scheduled portfolio reporting for lender partners
Perform loan boarding and sale processes, auditing steps performed by other parties, to ensure accuracy
Conduct periodic reviews and audits of loan documents and borrower facing communications to ensure accuracy in calculations and information being presented
Review sampled calls from internal teams and external vendors to ensure compliance with PatientFi procedures and policies, flagging any trends or concerns to leadership for coaching and resolution
Serve as a subject matter expert and partner with Legal/Compliance team to advise internal teams or lender partners on borrower complaints and disputes