Loan Servicing Associate I

Join a team where rigorous servicing execution protects client outcomes and operational integrity. You will own complex transactions, lead time-sensitive escalations, and help improve processes and controls across Commercial Loan Servicing Operations.

Job summary

As a Senior Loan Servicing Specialist in Commercial Loan Servicing Operations, you… provide end-to-end servicing support across multiple loan systems and market segments, executing complex, non-standard transactions with precision and urgency. You perform deep research to resolve breaks, drive corrective actions, and deliver controlled outcomes across internal partners. You help reduce repeat events through disciplined documentation, root-cause analysis, and change support.

Job responsibilities

• Provide end-to-end servicing support across multiple loan systems and market segments, executing complex, non-standard transactions accurately and on time.
• Perform highly complex research, deep-dive reviews, and issue resolution across multiple systems (for example, ACBS, ICRD, Customer Assist) to validate activity, identify breaks, and determine required corrective actions.
• Execute specialized servicing functions, including pricing changes, cost center or portfolio transfers, and extending or modifying ticklers, in accordance with documented procedures and controls.
• Manage complex Aurora requests end-to-end, including intake, investigation, documentation, routing, and closure aligned to team standards.
• Complete required attesting and submission steps for publishing activities, ensuring accuracy, completeness, and timeliness.
• Serve as a primary escalation resource for complex, time-sensitive, or high-risk servicing issues, applying structured problem-solving to drive timely resolution.
• Coordinate escalation resolution across internal teams and supporting functions, communicating status, findings, and next steps clearly to stakeholders and Loan Servicing managers.
• Maintain escalation documentation with key details, investigative steps, and outcomes, and identify and log errors and risk events in line with control expectations.
• Support root-cause analysis and trend development (including quarter-end and year-end themes), documenting path-forward actions, follow-ups, and recommendations to reduce repeat events.
• Support system and process changes by assisting with scoping and UAT coordination, and serve as a point of contact for loan system testing and servicing automation requests with product and technology partners.

Required qualifications, capabilities, and skills

• Demonstrated expertise executing complex, non-standard commercial loan servicing transactions in a fast-paced operating environment.
• Proven ability to perform advanced research across multiple servicing systems and data sources to validate activity and resolve breaks.
• Strong escalation management capability, including prioritization, risk awareness, and timely closure of high-impact items.
• Disciplined controls mindset, including accurate documentation, adherence to procedures, and consistent issue logging.
• Ability to coordinate across upstream and downstream partners to clarify ownership, manage dependencies, and ensure accurate handoffs.
• Strong analytical skills to identify root causes, develop themes and trends, and recommend corrective actions that reduce repeat events.
• Experience executing publishing-related attestation and submission steps and performing tax documentation validation activities, including 1098 year-end validation and W-9 or third-party tax form validation.
• Effective written and verbal communication skills, including the ability to deliver clear status updates and investigative findings to managers and stakeholders.
• Sound judgment and professionalism when handling sensitive, time-sensitive, or client-impacting servicing matters.
• Capability to support testing and change activities, including UAT support, test coordination, and procedure updates.

Preferred qualifications, capabilities, and skills

• Experience supporting multiple loan products and market segments across more than one loan servicing platform.
• Demonstrated success partnering with product and technology teams to document needs, request enhancements, and track servicing automation outcomes.
• Experience developing and delivering training or refresher sessions on complex scenarios, controls, and evolving operational procedures.
• Strong facilitation skills for cross-functional working sessions to align stakeholders and accelerate issue resolution.
• Experience preparing error trend summaries and supporting periodic operational reviews tied to risk and control performance.
• Comfort participating in market-facing communications (for example, client calls or Zoom discussions) to confirm servicing status and next steps.
• Strong process documentation capability, including drafting procedures that enable consistent execution and audit-ready outcomes.