Loan Servicing Operations Support Analyst III in Wallingford

Job Description Position Description

The Loan Servicing Operations Support Analyst III is a senior individual contributor and control owner responsible for administration and product support of semi‑complex to complex analytical, research, and operational functions supporting the Bank’s Commercial, Residential, and Consumer loan portfolios while minimizing operational, financial, compliance, and reputational risk.

This role requires advanced knowledge of loan servicing operations, loan accounting, and applicable regulations, and provides leadership in strengthening internal controls, monitoring exception conditions, and driving process improvements.

In addition to complex servicing support, this role provides enhanced oversight for:

• Investor reporting/remittance and custodial reconciliation
• General Ledger (GL) oversight and servicing to GL reconciliation
• Escrow oversight controls (timeliness, escalation, and exception management for tax/insurance escrow administration performed by servicing staff)
• Collateral management oversight to ensure lien perfection, payoffs/releases completion, and a portfolio free of aged collateral exceptions

The Analyst III serves as an escalation point and mentor to Analyst I/II team members and partners closely with Accounting/Finance, Compliance, Audit, Legal/Recording, and vendors to ensure processes are executed accurately, timely, and within established control standards.

• Accountable for accurate and timely investor reporting for all investor loans, including correct investor loan system set‑up and ongoing data integrity
• Ensures accurate and timely remittance of monthly payments to investors and oversees reconciliation of custodial accounts, researching and resolving variances
• Establishes monitoring controls (checklists, exception reporting, and aging) to identify reporting/remittance failures early and drive timely remediation
• Serves as primary escalation point for investor exceptions, disputes, and audit inquiries; coordinates corrective actions with servicing staff and internal partners

• Performs/oversees daily portfolio balancing and reconciliation of loan trial balance activity to the General Ledger, including review of “in process” accounts and exception items
• Performs/oversees GL impacting loan servicing transactions (e.g., monetary/GL transactions associated with new loan setup, payments, and FASB processing) and ensures appropriate controls and documentation are maintained
• Timely investor reporting/remittance and clean GL reconciliations with documented root cause and remediation for exceptions
• Acts as the Loan Servicing GL control owner, ensuring integrity between the servicing core system, sub‑ledgers, and the General Ledger
• Partners with Accounting/Finance on:
  • Loan balances, accruals, and interest recognition
  • Charge offs, recoveries, write‑downs, and FASB processing
  • Escrow, custodial, and clearing accounts
• Leads root cause analysis for reconciling items; escalates systemic issues, tracks remediation, and confirms sustained resolution through control testing

• Ensures compliance with RESPA requirements as they pertain to Initial and Annual Escrow Statements and overall escrow administration controls
• Oversees controls supporting the collection of bills and disbursement of funds from escrow/GL accounts related to real estate taxes and insurance premiums, including monitoring of timeliness and exception handling
• Establishes and maintains an escrow exception monitoring framework, including (at minimum):
  • aged escrow disbursements / unpaid bills
  • missing invoices/bills and suspense items
  • escrow shortages/overages requiring action
  • forced place/insurance escrow exception conditions
  • system update lag (when work is performed but not updated in core)
  • no aged escrow exceptions beyond defined thresholds; documented escalation and resolution tracking
• Provides secondary review and escalation governance to ensure escrow/insurance updates performed by staff are processed timely and corrected when exceptions are identified (including documented…