Analyst – Client Services

Analyst – Client Services

Requirements

• High school diploma or equivalent required with an Associate or Bachelor’s Degree preferred
• 1-2 years’ experience in commercial loan servicing a plus
• Previous experience with the McCracken Strategy system a plus
• Proficient in MS Office, with working knowledge of CRM platforms
• Excellent communication skills with background in customer service
• Detailed oriented and independent worker with strong project management skills and ability to adjust to ever changing environment
• Proactive attitude and willingness to take initiative to seek out additional tasks and responsibilities
• Ability to work well under pressure, adjust to varied workloads and multitask
• Demonstrated ability in handling access to sensitive and confidential information
• Professional business image and excellent command of the English language, both verbally and in writing (spelling, grammar, and punctuation)
• Flexibility and ability to work under pressure with tight deadlines and constant interruptions; Ability to adjust priorities in a changing environment

Responsibilities

• Promptly responds and provides periodic updates to all client inquiries pursuant to company policies and service levels
• Build relationships with external and internal clients
• Provide direct communication with investors to provide updates and answer loan level questions
• Act as the point of contact for customer issues, requests, and escalated issues as appropriate
• Performs all introductory calls related to the closing of a new loan
• Providing borrowers with any inquiry, request and/or activation issues to the online borrower portal system
• Work with the IT department to test and implement system updates
• Respond to all internal and external customer inquiries in a timely, accurate, and professional manner
• Processes and documents any change in borrower contact information
• Cross-train in all areas of department to gain full understanding of all aspects of departmental responsibilities, assist management with special projects related to department goals or as may be needed by the team
• Provide regular status updates to manager regarding any outstanding items or deadlines
• Work professionally and harmoniously with team and coworkers
• Other projects and duties as assigned

Preferred Qualifications

• Associate or Bachelor’s Degree preferred
• 1-2 years’ experience in commercial loan servicing a plus
• Previous experience with the McCracken Strategy system a plus