Unlock your potential as a Loan Servicing Associate and be at the heart of our client service excellence. Bring your expertise to support operations, resolve complex queries, and drive continuous improvement. Join a team that values client satisfaction and professional growth.

As a Loan Servicing Associate within the Commercial Lending and Business Banking team, you will report to the Loan Servicing Manager and play a key role in leading a team of loan servicing analysts. Your responsibilities will include managing inbound calls and emails from both internal and external clients across various business lines. You will also support Business As Usual (BAU) operations and contribute to enhancing client satisfaction through effective problem ownership and resolution.

Job Responsibilities:

Build knowledge of loans and services in Commercial Lending and Business Banking.Support BAU operations and assist in resolving complex process queries and escalations.Partner with loan servicing analysts to address client issues and ensure timely follow-up.Function as a subject matter expert by conducting 2nd tier checks and audits.Manage and support operation projects, driving continuous improvement efforts.Serve as a liaison between client managers, bankers, loan operations, and the Loan Servicing team.Identify issues and risks to prevent fraudulent account behavior and manage controls.Prioritize daily workload to maximize productivity using time management skills.Project a confident and professional presence to clients and stakeholders.Work independently with supervision and escalate complex issues as necessary.Drive high levels of service and client experience within the team and perform additional duties as assigned by the Operations Manager.

Required Qualifications, Capabilities, and Skills:

Strong client focus with urgency and service excellence.Excellent written and verbal communication skills.Ability to quickly learn and adapt to new knowledge.Highly organized with skills in managing competing priorities.Professional presence adaptable to evolving needs.Exemplary teamwork with a positive, supportive attitude.Ability to prioritize tasks under pressure for timely delivery.Capacity planning and coordination skills for stakeholder management.Proficient in people management, conflict resolution, and problem-solving.Competence in KPI metrics reporting for self and teams.Controls and innovation mindset with adaptability to shifts and business needs.

Preferred Qualifications, Capabilities, and Skills:

College degree preferred, or equivalent work experience.Minimum of one to three years of experience in customer service, operations, sales, or portfolio management, preferably in banking or financial services.Proficient PC skills, including Word, Excel, and PowerPoint.