Loan Processing Analyst – MLO

Role Overview

• Serve as primary point of contact for borrowers
• Ensure clear communication and expectation setting throughout the loan process
• Work with internal or external service partners to resolve exceptions or maintain documentation
• Analyze documents and requests
• Strong negotiating skills to overcome customer objections
• Handle customer escalations and disputes
• Manage a pipeline of approximately 55 loan applications
• Collect required documentation, verify loan conditions, and coordinate closing appointments
• Respond to moderately complex to complex customer inquiries and issues via telephone
• Achieve performance metrics including booked unit goals, end-to-end cycle time, call monitoring scores, and NPS targets.

Requirements

• Typically requires 3+ years experience
• Associate degree or equivalent experience
• Strong verbal and written communication skills
• Excellent organizational and time management abilities
• Effective problem resolution and critical thinking skills
• Proficient knowledge of PNC’s documentation and compliance requirements
• Advanced PC skills and ability to navigate multiple systems
• Ability to read and interpret complex loan documents
• Detail-oriented with a high level of accuracy.

Benefits

• medical/prescription drug coverage (with a Health Savings Account feature)
• dental and vision options
• employee and spouse/child life insurance
• short and long-term disability protection
• 401(k) with PNC match
• pension and stock purchase plans
• dependent care reimbursement account
• back-up child/elder care
• adoption, surrogacy, and doula reimbursement
• educational assistance, including select programs fully paid
• a robust wellness program with financial incentives
• maternity and/or parental leave
• up to 11 paid holidays each year
• 9 occasional absence days each year, unless otherwise required by law
• between 15 to 25 vacation days each year, depending on career level; and years of service