Commercial Loan Advisory Group Analyst

Selene Holdings is a business financial services firm with multiple lines of business, including mortgage servicing, loan diligence, title, insurance brokerage, and real estate owned. The company has offices in Dallas, TX;
Jacksonville, FL; and Salt Lake City, UT.

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 role engages with customers and entities primarily through digital channels to complete research and provide resolution to advisors, customers, management, and investors.

• Perform complex transactional, operational, and loan‑level research requests, including researching, responding to, and fulfilling requests and procuring documentation to meet customer needs.
• Interact with customers primarily through digital channels such as email and SMS; utilize voice interactions when necessary.
• Research and resolve transactional inquiries, including payments, taxes, and insurance on single and multi‑collateral loans.
• Investigate and resolve loan documentation discrepancies stemming from origination and boarding.
• Communicate and research interdepartmentally to resolve escrow, payment posting, and ACH issues.
• Monitor system changes resulting from research outcomes.
• Deliver research results verbally and/or in writing to guarantors, advisors, management, and investors.
• Document system records with results and resolutions of research.
• Oversee execution of Loan Advisory Group full and partial payoff requests.
• Process and image incoming full and partial lien release payoff requests.
• Initiate payoff statements through the Special Loans and Customer Service departments.
• Document system status of payoff requests.
• Respond to guarantors, advisors, and authorized third parties via email on payoff status.
• Track payoff fund applications, deactivate properties in system records, stop escrow disbursements, and monitor lien releases through the Collateral department.
• Communicate results to guarantors and advisors through verbal or digital channels.
• Generate team reports and scorecards to determine strategic initiatives to maximize customer and investor satisfaction.
• Distribute department reports daily, including investor delinquency reports, NSF reports, advisor exceptions, and related data.
• Update and maintain Advisor Scorecards on a monthly basis and distribute to management, advisors, and investors.
• Achieve production goals (KPIs) set by Management.

• 3–5 years of direct or related experience in each of the following areas:
• 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 and partial lien release processing.
• Comprehensive understanding of property preservation, including code violation resolutions and hazard claim resolution.
• Excellent attention to detail, strong analytical and resolution skills, and sound judgement.
• Ability to multi‑task, meet deadlines, and stay organized.
• Excellent verbal and written professional communication skills.
• Ability to work in a team environment and independently.
• Strong advisory skills via telephone, email, and other platforms.

• Adaptability – adapts to changes, manages competing demands, and changes approach to fit the situation, dealing with frequent delays or unexpected events.
• Business Ethics – treats people with respect, keeps commitments, inspires trust, works with integrity and ethically, and upholds organizational values.
• Communications – expresses ideas verbally and in writing, exhibits good listening, keeps others informed, and selects appropriate communication methods.
• Customer Service – displays courtesy, manages difficult or emotional situations, meets commitments, responds promptly, and solicits feedback to improve service.
• Dependability – responds to requests for…