Sr. Client Service Analyst

Description

As a CMF Warehouse Sr. Client Service Analyst – CSG Corporate Mortgage Finance , you will be responsible for providing outstanding service and executing the day-to-day operational functions for mortgage warehouse loans while ensuring compliance with the Policies and Procedures of Huntington’s Corporate Mortgage Finance Group (CMFG).

The CMF Client Service Analyst requires a minimum of 5 - 7 years of mortgage operational experience, preferably within mortgage finance; proven communication and collaboration skills and excellent organizational skills.

This position reports to a CMF Operations Manager.

• Handles loan activities for the warehouse lending business. Warehouse processes that this role is charged with on a day-to-day basis include, but are not limited to: loan fundings, construction loan processing, collateral processing and aging, loan aging surveillance, mark to market, hedge monitoring, loan settlements and post funding QC.

• Responsible for larger and/or complex relationships. Provides high-touch client support by developing and maintaining strong relationships with clients via phone, email and virtual meetings.

• Utilize expertise to analyze and approve complex transaction requests related to fundings, collateral and/or settlements within authority assigned by manager and in accordance with HNB policy. Role will have some loan exception authority for certain functions designated by the Operations Manager.

• Responsible for ensuring all queues, reports, and assignments are acted upon in the time frames specified in the procedures; any delay should be escalated to management before an SLA is missed.

• Works closely with a team lead or manager to recommend resolutions to nonstandard scenarios or issues that require escalation.

• Engages timely with clients and provides clear communication to clear exceptions, resolve problems and provides training as needed.

• Teamwork: build and maintain strong relationships with peers, management, relationship managers and clients to ensure effective communication, collaboration and problem solving.

• Communicate with manager regarding trends, training issues and workflows. Recommends updates to process workflows as necessary to adapt to product, service or technology changes.

• Provides training to new colleagues and trains the team on new processes and procedures.

• Be prepared to support clients in the event of a disaster or outage, helping execute business continuity as needed.

• Active participation in projects and new initiatives in CMF.

• Performs other duties as assigned.

• Bachelor's Degree from an accredited institution. Additional experience may be an acceptable alternative to a completed bachelor’s degree.

• Proficient written and verbal communication skills.

• Minimum 5 years of relevant mortgage operations experience preferably in a fast-paced environment.

• Proficient experience with Microsoft Office Suite.

• Operational experience ideally within the mortgage warehouse finance industry or other specialty finance areas.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams.

• Experience using Pro Merit.

• Strong organizational skills with attention to detail, planning and follow-up.

• Ability to work independently on multiple tasks without compromising quality.

• Excellence in customer service, highly motivated, focused and goal oriented.

• Excellent written and verbal communication skills, both written and verbal.

• Ability to handle complex customer service issues.

• Continually seeks opportunities to grow and develop skills.

Yes = not eligible for overtime pay;
No = eligible for overtime pay.

Office.

Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds: in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work…