Senior Client Service Analyst, Corporate Mortgage Finance

Role Overview

• Handles loan activities for the warehouse lending business
• Warehouse processes that this role is charged with on a day-to-day basis include, but are not limited to: loan fundings, construction loan processing, collateral processing and aging, loan aging surveillance, mark to market, hedge monitoring, loan settlements and post funding QC
• Responsible for larger and/or complex relationships
• Provides high-touch client support by developing and maintaining strong relationships with clients via phone, email and virtual meetings
• Utilize expertise to analyze and approve complex transaction requests related to fundings, collateral and/or settlements within authority assigned by manager and in accordance with HNB policy
• Role will have some loan exception authority for certain functions designated by the Operations Manager
• Responsible for ensuring all queues, reports, and assignments are acted upon in the timeframes specified in the procedures; any delay should be escalated to management before an SLA is missed
• Works closely with a team lead or manager to recommend resolutions to nonstandard scenarios or issues that require escalation
• Engages timely with clients and provides clear communication to clear exceptions, resolve problems and provides training as needed
• Teamwork: build and maintain strong relationships with peers, management, relationship managers and clients to ensure effective communication, collaboration and problem solving
• Communicate with manager regarding trends, training issues and workflows
• Recommends updates to process workflows as necessary to adapt to product, service or technology changes
• Provides training to new colleagues and trains the team on new processes and procedures
• Be prepared to support clients in the event of a disaster or outage, helping execute business continuity as needed
• Active participation in projects and new initiatives in CMF
• Performs other duties as assigned

Requirements

• Bachelor's Degree from an accredited institution or a minimum 5 years of relevant mortgage operations experience preferably in a fast-paced environment
• 5 years proficiency experience with Microsoft Office Suite
• Experience using ProMerit highly preferred
• Proficient written and verbal communication skills
• Operational experience ideally within the mortgage warehouse finance industry or other specialty finance areas
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams

Benefits

• Flexible working hours
• Professional development opportunities