Loan Servicing Analyst

HOPE Overview

HOPE (Hope Enterprise Corporation, Hope Credit Union and Hope Policy Institute) provides financial services; leverages resources; and engages in advocacy that strengthens the financial health and wealth of people in under-resourced Deep South communities. Since 1994, these efforts have benefitted more than three million people in Alabama, Arkansas, Louisiana, Mississippi and Tennessee, and influenced billions in persistent poverty communities across the nation. Learn more at hopecu.org.

Title: Loan Servicing Analyst

Department: Mortgage Loan Servicing

Reports To: Assistant Vice President, Loss Mitigation

Supervises: N/A

Job Classification: Non-Exempt, Full-time

The Loan Servicing Analyst plays a key role in supporting mortgage loan operations by managing loss mitigation efforts, monitoring delinquency trends, and ensuring accurate servicing of mortgage accounts. This position is responsible for reviewing and processing loan modifications, coordinating with sub-servicers, and maintaining compliance with regulatory and internal policies. The analyst also conducts account audits, supports foreclosure prevention efforts through member outreach, and responds to servicing inquiries. Additionally, the role involves resolving complex account issues, handling escalated borrower concerns, and collaborating with various departments to maintain accuracy in default reporting and servicing documentation.

Responsibilities:

• Contribute to the department's efforts in reducing overall portfolio delinquency while ensuring efficient handling and high-quality service delivery for mortgage loans.
• Review and assess loss mitigation workout options, determining the most suitable solution for members in accordance with the Loss Mitigation Waterfall.
• Coordinate with the sub-servicer to provide regular status updates on loss mitigation files.
• Oversee the processing of loan modifications and deferrals, ensuring account adjustments are completed in a timely manner and in accordance with approval guidelines.
• Conduct account audits to verify that all necessary steps have been completed before referral to foreclosure.
• Monitor accounts in foreclosure to ensure files are being processed correctly and in a timely manner.
• Ensure foreclosure referrals are processed in alignment with department key performance indicators.
• Adhere to Loan Servicing quality control processes and maintain accurate file documentation.
• Review and analyze servicing notes to ensure compliance with regulatory requirements and company policies.
• Conduct outreach to members experiencing financial hardship, offering assistance to help prevent foreclosure.
• Assist in reviewing and analyzing servicing delinquency reports, providing recommendations to improve performance metrics.
• Collaborate with fiscal and other departments to ensure accuracy in default reporting.
• Assist in resolving more complex servicing-related questions and requests.
• Serve as a point of contact for borrowers regarding basic questions on their mortgage.
• Respond to customer inquiries via phone, email, and written correspondence in a professional and timely manner.
• Educate borrowers on payment options, due dates, and escrows.
• Board loans to sub-servicing vendor within established department KPI guidelines.
• Handle escalated customer concerns with empathy and problem-solving skills.
• Research and resolve payment discrepancies, misapplied payments, and account errors.
• Work with internal departments and sub-servicing vendor to facilitate loan modifications, deferments, and other servicing requests.
• Maintain accurate records of borrower interactions and account updates.
• Participate in ongoing training and professional development opportunities.
• Other duties as assigned

Qualifications:

Required

• Minimum of 2 years loan servicing in any capacity
• Minimum of 9 years mortgage experience in business environment
• The ability to maintain calmness with a high demand of time-sensitive sound decisions.

Preferred

• Bachelor's Degree in relevant field; or equivalent combination of education and experience
• Experience in loan structuring (processing, underwriting, origination, etc.)
• Experience in collections/default management
• Experience in bankruptcy

Key Competencies & Skills:

• Decision making- Drawing correct and realistic conclusions and making timely decisions based on available information.
• Customer focus- Knowing the (internal and external) customer business needs and acting accordingly; anticipating customer needs, and giving high priority to customer satisfaction and customer service.
• Organizational Awareness- Having and using knowledge of systems, situations, procedures, and culture inside the organization to identify potential problems and opportunities; perceiving the impact and the implications of decisions on other components of the organization.
• Strategic Thinking & Accountability- Understands and processes complex information and exercises sound judgment, considering the situation, the issues, the key players, and the levels of authority involved. Proposes courses of action that further the objectives, priorities, and vision of the organization. Accepting responsibility that results in anticipation/prevention of problem areas from actions, and problem solving inside and outside the department/organization.
• Accountability Accepting responsibility that results in anticipation/prevention of problem areas from actions, and problem solving inside and outside the department/organization
• Results Orientation- Being persistent and showing perseverance on achieving concrete and tangible results out of personal responsibility; getting optimum results from situations and being ready to act and show tenacity in case of obstacles or resistance.

Work Environment:

• Employee spend the majority of time in an office environment, generally accessible to the public, customers, and potential customers
• Noise level in the work environment is usually moderate
• Must be able to multi-task at times.
• This position requires the ability to maintain calmness with a high demand of time-sensitive sound decisions.
• Travel is required a few times per year.

Comprehensive Benefits Package:

• Paid Vacation and Sick Time
• 11 Paid Holidays
• 401(k) with Company Match
• Medical, Dental, and Vision Benefits
• Flexible Spending Account (FSA)
• Disability Benefits
• Life Insurance, Critical Illness, Accident
• Employee Assistance Program (EAP)
• Tuition Reimbursement, Professional Development

Hope Enterprise Corporation does not participate in or engage in any form of visa sponsorship, including employment-based visa applications or extensions (e.g., H-1B, TN, O-1, OPT, STEM OPT, etc.). Candidates must be legally authorized to work in the United States at the time of application and throughout the duration of employment.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.