Digital Lending & CX Analyst

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Wallingford, CT, US

4 days ago Requisition

The Digital Lending & Customer Experience (CX) Analyst is a customer‑centric role within the Digital Banking team responsible for delivering a seamless, high‑quality digital lending experience across consumer and indirect dealer channels. This hybrid position blends hands‑on digital lending execution with proactive customer experience oversight, process optimization and innovation. The Analyst is the primary driver from application through funding, engaging directly with borrowers, dealers and internal partners to drive application pull‑through, while maintaining strong compliance and operational standards.

This is an experience‑forward position designed for a highly motivated professional who thrives is a dynamic, growth‑oriented environment and energized by removing friction, improving workflows and delivering meaningful customer impact.

• Own the application lifecycle from submission through funding for consumer and marine loans, ensuring a fast, confident, and transparent borrower/dealer experience.
• Proactively manage borrower and dealer communications and application pipelines: document requests, condition explanations, next‑step clarity, and expectation setting.
• Actively remove friction: elevate intelligently, anticipate bottlenecks, and ensure “no surprises” closings.

• Review credit applications, documentation, and financial information (e.g., tax returns, financial statements, credit reports, collateral details) to ensure files are complete, accurate, and decision‑ready.
• Conduct preliminary credit analysis and file preparation to support decision‑making by the bank’s credit/underwriting teams. Summarize key risk factors, strengths, and mitigants in a clear, concise format to assist underwriters and credit officers in their evaluation.
• Collaborate closely with credit/underwriting teams to clarify information, address questions, and respond to additional documentation requests.
• Track and document conditions, approvals, and exceptions as directed by credit/underwriting, ensuring alignment with established policies and risk appetite.

• Serve as a key operational and experience partner for the bank’s marine lending channel.
• Review marine‑specific documentation for completeness and accuracy, including (as applicable):
  • Marine surveys and inspection reports
  • Vessel details (HIN, make/model, year, engine information, options)
  • Manufacturer information and program documentation
  • Charter company financials and related operating information
• Coordinate and validate all collateral and lien‑perfection requirements (title/registration, insurance, UCCs as applicable) to support clean, fundable files and reduce post‑funding defects.
• Build and maintain trusted dealer relationships through responsiveness, education, and proactive communication, while reinforcing the bank’s risk standards and expectations.

• Maintain best‑in‑class documentation standards for consumer and marine loans, ensuring files are complete, accurate, and clearly organized from application through funding.
• Perform pre‑ and post‑funding quality checks to minimize defects and rework;
  Support or perform post‑funding QC reviews to confirm that conditions were met, collateral and lien perfection are accurate, and all required records are present and properly stored.
• Adhere to applicable consumer lending regulations and bank policies, including fair lending, UDAAP, privacy, information security, adverse action, and disclosure requirements.
• Track exceptions, defects, and repeat issues, identify root causes, and partner with risk, credit, and operations to implement sustainable fixes (process/procedure updates, training, templates, system rules).

• Monitor the digital lending funnel and operational workflow: conversion, drop‑off…