Senior Loan Servicing Operations Support AnalystThe Senior Loan Servicing Operations Support Analyst is a senior individual contributor and control owner responsible for administration and product support of semi complex to complex analytical, research, and operational functions supporting the Bank's Commercial, Residential, and Consumer loan portfolios while minimizing operational, financial, compliance, and reputational risk.This role requires advanced knowledge of loan servicing operations, loan accounting, and applicable regulations, and provides leadership in strengthening internal controls, monitoring exception conditions, and driving process improvements.In addition to complex servicing support, this role provides enhanced oversight for:Investor reporting/remittance and custodial reconciliationGeneral Ledger (GL) oversight and servicing to GL reconciliationEscrow oversight controls (timeliness, escalation, and exception management for tax/insurance escrow administration performed by servicing staff)Collateral management oversight to ensure lien perfection, payoffs/releases completion, and a portfolio free of aged collateral exceptionsThe Senior Analyst serves as an escalation point and mentor to Analyst I/II team members and partners closely with Accounting/Finance, Compliance, Audit, Legal/Recording, and vendors to ensure processes are executed accurately, timely, and within established control standards.General Description of DutiesInvestor Reporting, Remittance & Custodial OversightAccountable for accurate and timely investor reporting for all investor loans, including correct investor loan system set-up and ongoing data integrityEnsures accurate and timely remittance of monthly payments to investors and oversees reconciliation of custodial accounts, researching and resolving variancesEstablishes monitoring controls (checklists, exception reporting, and aging) to identify reporting/remittance failures early and drive timely remediationServes as primary escalation point for investor exceptions, disputes, and audit inquiries; coordinates corrective actions with servicing staff and internal partnersGeneral Ledger & Financial Reconciliation OversightPerforms/oversees daily portfolio balancing and reconciliation of loan trial balance activity to the General Ledger, including review of "in process" accounts and exception itemsPerforms/oversees GL impacting loan servicing transactions (e.g., monetary/GL transactions associated with new loan setup, payments, and FASB processing) and ensures appropriate controls and documentation are maintainedTimely investor reporting/remittance and clean GL reconciliations with documented root cause and remediation for exceptionsActs as the Loan Servicing GL control owner, ensuring integrity between the servicing core system, sub-ledgers, and the General LedgerPartners with Accounting/Finance on:Loan balances, accruals, and interest recognitionCharge offs, recoveries, write-downs, and FASB processingEscrow, custodial, and clearing accountsLeads root cause analysis for reconciling items; escalates systemic issues, tracks remediation, and confirms sustained resolution through control testingEscrow Oversight (Controls, Timeliness, Escalation)Ensures compliance with RESPA requirements as they pertain to Initial and Annual Escrow Statements and overall escrow administration controlsOversees controls supporting the collection of bills and disbursement of funds from escrow/GL accounts related to real estate taxes and insurance premiums, including monitoring of timeliness and exception handlingEstablishes and maintains an escrow exception monitoring framework, including (at minimum):aged escrow disbursements / unpaid billsmissing invoices/bills and suspense itemsescrow shortages/overages requiring actionForced place/insurance escrow exception conditionssystem update lag (when work is performed but not updated in core)No aged escrow exceptions beyond defined thresholds; documented escalation and resolution trackingProvides secondary review and escalation governance to ensure escrow/insurance updates performed by staff are processed timely and corrected when exceptions are identified (including documented escalation paths and follow through)Partners with Accounting/Finance to validate escrow/custodial balances and related GL accounts; ensures reconciliation standards and documentation are maintained for audit/exam readinessCollateral Management oversight (Portfolio Cleanliness & Exception Governance)Oversees tracking and monitoring of collateral documentation to ensure final loan documentation is received and exceptions are resolved (e.g., recorded documents, insurance evidence when collateral related, pledged collateral documentation)Provides portfolio oversight for lien perfection controls, including UCC filing tracking to prevent lapses and ensure timely continuation actionsEstablishes and maintains aged collateral exception reporting (e.g., unreleased liens, pending satisfactions, missing recorded assignments, outstanding documentation, unreconciled collateral tracking items) with clear ownership, due dates, and escalation rulesPerforms secondary review/quality control of payoff and release activity to confirm:payoff posting accuracy and payoff statement alignment (as applicable)lien release/satisfaction initiation within required timeframesrelease recording/filing completion and evidence retentionexceptions escalated and remediated to closureportfolio remains free of aged lien release/satisfaction exceptions beyond threshold; documented exception aging and remediation evidenceCoordinates with Legal/Recording, vendors, and internal stakeholders to resolve complex or aged collateral exceptions and reduce portfolio riskAdvanced Servicing, Quality Control & Complex MaintenanceWorks as a key member of the Loan Servicing Team responsible for complex servicing support across boarding/new loan set-up review, maintenance review, participation loans, construction loans, paid loans, and document retention accuracyConducts/oversees post closing audit to verify accurate new loan setup and that loans closed in accordance with policy and stipulationsSupports participation loan processing, balancing, and monitoring for bought and sold participation loansReviews adjustable rate change controls (rate index monitoring, change validation, notice/report review) to ensure sound quality control practices are effectiveReviews billing statements for accuracy and compliance with applicable CFPB/Dodd Frank servicing requirementsSupports complex loan modifications: document review, fee collection validation, and core system updates based on executed documents and interpretationOperational Risk Management & Control EnvironmentMaintains internal operational and financial controls and ensures they meet Bank standards; identifies opportunities to enhance controls and reduce riskContinually assesses front Toback key process controls that mitigate operational risk; recommends enhancements to management and supports implementationLeads/coordinates responses to audit and examination requests, including compilation, review, and submission of required documentation and evidence of controlsLeadership, Mentorship & Escalation SupportServes as a departmental escalation point for complex issues, customer complaints, and systemic exceptions requiring advanced research and resolutionShares knowledge of processes and systems with other analysts; supports training and knowledge transfer to reduce key-person dependencyProvides guidance and operational support to Analyst I/II team members and assists management with Realtime performance insights and control healthProcess Improvement & Project ManagementUtilizes project management skills to lead departmental initiatives implementing new processes, streamlining procedures, and ensuring milestone tracking and execution excellenceServes as a process owner or subject matter expert for system enhancements, core upgrades, parameter review, and UAT testing (including coordination across stakeholders)Maintains awareness of trends and innovations in loan servicing technology, procedures, and compliance issuesDevelops metrics, dashboards, and management reporting to support transparency and decision-makingOther Requirements:Builds productive relationships with internal and external stakeholders to ensure efficiency, compliance, service quality, and cost managementDemonstrates excellent verbal and written communication skills; can create influential documents and facilitate discussions across audiencesAble to use data, information, and communication technologies to find, evaluate, create, and communicate information, requiring both cognitive and technical skills, including:information/data handlingcommunication