Loan Servicing Analyst

JPMorgan Chase & Co.•Chicago, IL

2d•$59,850 - $92,000

About The Position

As a Loan Servicing Analyst in the Loan Servicing Operations team, you will lead training and project initiatives across multiple servicing teams while providing day-to-day support for queue execution, escalations, and service-level delivery. You will act as a subject matter expert and partner with stakeholders across operations, risk, legal, and audit to improve processes and outcomes.

Requirements

Currently in an equivalent senior loan servicing specialist role within loan servicing operations.
Demonstrated strong productivity and quality performance metrics (e.g., consistently ranking in the top tier of the current team).
Ability to learn and work across multiple loan servicing systems and supporting tools.
Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook).
Ability to adapt to internal tracking and monitoring tools.
Excellent written and verbal communication skills and strong interpersonal skills.
Strong customer service mindset and ability to partner effectively across teams.
Ability to multitask and prioritize effectively while working within tight service levels.
Strong organizational and time management skills.
High attention to detail and accuracy in completed work.
Meets internal mobility eligibility requirements, including tenure and satisfactory performance standards, and no active corrective action restrictions.

Nice To Haves

Experience leading onboarding, refresher training, and training content development for operational teams.
Experience owning or editing operating procedures for a servicing function.
Demonstrated experience supporting queue prioritization and service-level management in a high-volume environment.
Experience driving process improvement initiatives (including low-cost solutions and automation).
Experience performing user acceptance testing and writing test scripts.
Experience handling complex client or stakeholder escalations and preparing senior-ready summaries.
Experience supporting multiple servicing teams, workbaskets, or client segments concurrently.

Responsibilities

Partner with team members, frontline servicing managers, and key stakeholders (including risk, legal, and audit) to support servicing outcomes and issue resolution.
Serve as primary trainer for new and existing staff; create and maintain training materials for onboarding and refresher training, including updates due to procedure changes.
Monitor servicing work queues throughout the day; prioritize transactions by service levels, cutoffs, client impact, and business urgency to ensure timely completion.
Own procedure updates by gathering feedback from impacted managers and preparing content for publishing.
Identify and recommend process improvements that enhance efficiency, reduce unit cost, and improve client/service experience, including evaluating automation opportunities.
Act as a subject matter expert across multiple loan servicing functions and processes supported by the team.
Create test scripts and execute user acceptance testing across multiple applications and platforms.
Manage medium-to-complex research and escalations, including summarization and senior management notification when required.
Extract, create, and/or action routine and ad hoc business reports to support servicing and performance needs.
Provide production support during peak periods, staffing gaps, high-volume events, month-end activity, and other business-critical situations.
Process loan and line-of-credit transactions across multiple loan servicing systems and related tools (e.g., fundings, wire transfers, payments, rate and fee updates, payoff quotes, and manual invoicing).