Job Function/Purpose

The Operations Analyst is responsible for performing all duties and functions required within the Special Loans Department. Departmental duties include but are not limited to servicing of adjustable-rate mortgages and variable rate consumer loans, including sending required initial and subsequent rate adjustment notices, ensuring accuracy of adjustable-rate changes, and updating indices. Departmental duties also include processing of retention and hardship modifications, escrow modifications, title transfers, partial releases, recasts, successor in interest processing, assumptions, skip a payments and oil and gas lease requests. The department interacts directly with customers and staff and must be able to work in a team environment. The Operations Analyst must have a working knowledge of the Dollar Bank’s retail loan products, processes, controls, procedures, and investor and bank guidelines.

Qualifications

 Bachelor’s Degree in a business-related field or commensurate experience required.
 Minimum of 12 months prior customer service experience with direct customer contact required,
 Minimum of 3 years of retail loan servicing required.
 Minimum of 2 years of working knowledge and understanding of retail loan documents required.
 Knowledgeable of regulatory requirements, investor/insurer guidelines and other relevant real estate practices and procedures.
 Minimum of 1 year prior supervisory or leadership experience preferred.
 Knowledge of Sagent LoanServ loan servicing systems preferred.
 Time management skills, ability to prioritize tasks, coordinate multiple and changing priorities while embracing continuous improvement.
 Strong experience analyzing issues and formulating effective action plans.
 Strong attention to detail and an ability to multi-task, respond well to pressure and deadlines.
 Strong work ethic, detail oriented and possess analytical and problem-solving skills.
 Self-motivated and able to work independently with minimal direction.
 Promote a positive workplace supportive of company and departmental goals and objectives.
 Must have excellent telephone, written, and verbal communication skills.
 Must have excellent mathematical (amortizations, rate and payment calculations) and analytical skills.
 Intermediate to advanced knowledge of Microsoft Excel (testing will be administered)
 Experience in use of Microsoft Office 365 tools


Principal Activities/Objectives

 Receive, process, and respond to all requests for loan modifications, recasts, partial releases, title transfers, assumptions, oil and gas lease requests, and successor in interest process management.
 Prepare all required legal documents for execution by appropriate parties and update and maintain system(s) accordingly.
 Provide excellent customer service by promptly and courteously answering incoming phone calls, keeping clients informed throughout the process and responding in a timely manner.
 Review, maintain and update various reports in an accurate and efficient manner.
 Understand and comply with all investor and regulatory requirements as well as the Bank’s policies and procedures.
 Required to be fully competent in all functions within the Special Loans Department.
 Ensure accuracy of adjustable-rate changes for both mortgage and consumer loans and provide required regulatory notifications to borrowers in required timeframes.
 Responsible for performing escrow projections and system maintenance for hardship modifications.
 Responsible for processing requests to establish escrow on mortgage and installment loans.
 Responsible for successor in interest regulatory compliance during the confirmation process.
 Responsible for line of credit transactional management
 Must be able to work overtime as needed and required.

Note:

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.