Loan Servicing Operations Support Analyst II

Ascend Bank • Wallingford, CT

4d

About The Position

The Loan Servicing Analyst II is an experienced individual contributor responsible for the accurate execution, validation and continuous improvement of loan servicing operations supporting the Bank’s Commercial, Residential and Consumer loan portfolios. This role builds upon foundational loan servicing responsibilities and assumes expanded responsibility for investor reporting, remittance processing, reconciliations and operational control execution for loans sold on the secondary market, participated out or purchased.

The Analyst II operates with limited supervision, serves as a knowledge resource and escalation point for Analyst I team members, and is expected to identify, document and recommend opportunities to enhance processes, control and efficiency. The role requires strong attention to detail, sound judgment, a consistent focus on risk mitigation and compliance with Bank policies and procedures and applicable local, state, and federal regulations.

Requirements

• Strong working knowledge of loan servicing operations, including secondary‑market loans, participations, escrow administration, and servicing systems
• Demonstrated understanding of operational controls, reconciliations, and exception management
• Ability to analyze servicing issues, identify root causes, and recommend practical solutions
• Strong written and verbal communication skills; able to document processes and recommendations clearly
• High degree of accuracy, organization, and accountability
• Ability to manage multiple priorities in a fast‑paced operational environment
• Proficiency with Microsoft Office tools (Excel, Word, Outlook); reporting tools such as Cognos a plus
• The ability to use data, information, and communication technologies to find, evaluate, create and communicate information, requiring both cognitive and technical skills
• Information, data, and content
• Teaching, learning and self-development
• Communication, collaboration, and participation
• Digital identity, safety, and security
• Technical proficiency with all bank products
• Awareness and interest in new technology
• Creation, innovation, and research
• Typically 3-6 years of progressive loan servicing, operations or related banking experience, with demonstrated exposure to investor loans, escrow or reconciliations.
• Superior client service skills are required, preferably within the Banking industry.
• Proficiency using Microsoft Office Products, including Word, Excel, Outlook, and One-Note.

Nice To Haves

• reporting tools such as Cognos a plus

Responsibilities

• Perform and support operational servicing activities across commercial, residential, and consumer loan portfolios, including new loan setup, loan maintenance, escrow administration, participation loans, and paid‑loan processing
• Execute servicing tasks accurately and timely in accordance with Bank policy, servicing standards, and regulatory requirements
• Serve as an escalation resource for Analyst I staff for routine to semi‑complex servicing issues, research, and resolution
• Prepare and process investor reporting for loans sold, participated, or purchased, ensuring data accuracy and timely submission
• Execute and validate incoming and outgoing investor remittances, including payment calculations, postings, and confirmations
• Perform custodial and investor account reconciliations, researching variances, documenting root causes, and coordinating resolution
• Maintain appropriate documentation and control evidence supporting investor reporting and remittance activities
• Escalate unresolved exceptions, systemic issues, or out‑of‑tolerance conditions to the Loan Servicing Manager or Senior Analyst
• Execute key operational and financial controls aligned to loan servicing, investor activity, escrow administration, and system processing
• Validate outputs, review exception reports, and ensure discrepancies are identified, documented, and resolved timely
• Support ongoing assessment of servicing processes to ensure alignment with federal and state regulations, Bank policies, and internal control expectations
• Assist with operational risk identification by documenting control gaps, inefficiencies, or recurring issues and recommending corrective actions
• Identify opportunities to streamline workflows, reduce manual effort, improve data accuracy, and strengthen controls
• Document process improvement recommendations, including issue description, root cause, risk impact, and proposed solution
• Support the implementation and testing of approved process changes, automation efforts, and system enhancements
• Assist as a subject matter participant in User Acceptance Testing (UAT), core parameter review, and system release testing
• Ensure assigned activities comply with applicable regulations, including but not limited to RESPA, escrow requirements, and investor guidelines
• Assist with audit and examination requests by compiling, reviewing, and submitting accurate documentation and evidence
• Support periodic quality assurance reviews, end‑of‑year processing, and required servicing certifications as directed
• Maintain accurate management and operational tracking reports to support monitoring and decision‑making
• Provide day‑to‑day guidance and knowledge sharing to team members
• Communicate effectively with internal partners including Finance, Compliance, Lending, and Technology to resolve issues and support operations
• Maintain professional, responsive communication with internal and external stakeholders to support service quality and customer satisfaction
• Attend Compliance/Regulatory webinars for a full understanding of Lending Regulation and Compliance Requirements
• Critical and Strategic thinker passionate about driving a culture of internal and external customer excellence
• 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

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree