Commercial Analyst - Loan Advisory Group

About the role

Selene Holdings is a multiple-lines business financial services firm with a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage, and a real estate owned company. We have office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT. Founded in 2007 to address needs in the mortgage industry, Selene strives to provide amazing client and borrower experiences. A positive attitude coupled with proven creative thinking and actions are all attributes we seek in every one of our employees. If you want to make a difference, then Selene is the place for you! Position Summary: The Loan Advisory Analyst is a customer-facing position responsible for initiating, tracking and responding to verbal and written research requests, escalated concerns from guarantors, investors, management and regulatory entities. The position engages with customers and entities, primarily through digital channels to complete research and resolution to advisors, customers, management and investors. This position works a hybrid schedule. Essential Duties and Responsibilities include the following: Perform complex transactional, operational and loan level research requests to include, but not limited to, researching, responding and fulfilling requests, preparing and/or procuring documentation to fulfill customer requests. Interactions with customers will primarily be through digital channels including, but not limited to email and SMS. Voice interactions, while less frequent, will also be used to communication with customers. Research and resolve transactional inquiries including items including, but not limited to payments, taxes, and insurance on single and multi-collateral loans. Investigate and resolve loan documentation discrepancies stemming from loan origination and boarding. Communicate and research interdepartmentally to resolve escrow, payment posting and ACH issues. Monitor system changes resulting from research results. Deliver research results verbally and/or in writing to guarantors, advisors, management and investors. Document system of record with results and resolution of research. Effectively oversee execution of Loan Advisory Group full and partial payoff request. Process and image incoming full and partial lien release payoff requests. Initiate payoff statements through the Special Loans and Customer Service departments. Document system of record with status of requests. Respond to guarantors, advisors and authorized third parties via email on payoff status. Track payoff fund application, deactivation of property in system of record, stop escrow disbursements and monitor lien releases through Collateral department. Communicate results to guarantors and advisors through verbal or digital channels. Generate team reports and scorecards to determine strategic initiatives needed to maximize customer and investor satisfaction and results. Distribute department reporting daily including but not limited to investor delinquency reports, NSF reports, advisor exceptions, etc. Update and maintain Advisor Scorecards on a monthly basis. Responsible for distribution to management, advisors and investors. Achieve production goals (KPI's- Key Performance Indicators) set by Management. Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The qualified candidate must possess 3-5 years of direct or related experience in each of the following: Working knowledge of Business Purpose/Commercial Loans secured by single family residential property. Experience working in a Contact Center in Mortgage Servicing. Extensive understanding of escrow, escrow analysis, payment histories, billing and 1098 statements Expansive knowledge related to cross collateralized servicing, partial lien release processing Comprehensive understanding of property preservation, i.e. code violation resolutions, hazard claim resolution Excellent attention to detail, strong analytical/resolution skills, and use of sound judgement Ability to multi-task, meet deadlines and stay organized Excellent verbal & written professional communication skills Ability to work in a team environment and independently Strong advisory skills via telephone, email, and other various platforms Competencies: To perform the job successfully, an individual should demonstrate the following: Adaptability - Adapts to changes in the work environment. Manages competing demands. Changes approach or method to best fit the situation. Able to deal with frequent change delays, or unexpected events. Business Ethics - Treats people with respect. Keep commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values.