Lending Support Analyst

Location: Remote/Hybrid

Job Type: Full-time 

Key Responsibilities 

Lending Support Analysts are key performers within the Lending Program Operations department. This role is multi-faceted and requires the ability to be detail-oriented, analytical, and inquisitive, while navigating an environment where there may not always be pre-defined processes. The work of the Lending Support Analyst bridges the relationships between internal stakeholders, external financial partners, and our vendors, with the goal of maintaining a frictionless experience for borrowers, service providers, and lenders. Analysts are charged with prioritizing tasks and managing their time in order to execute on repeating daily tasks, while flexing to address ad hoc needs and project initiatives. Main responsibilities include, but are not limited to: 

● Loan and Portfolio Quality 

○ Serve as the final line of defense by performing pre-funding quality audits to ensure compliance with lender and PatientFi policies, as well as monitor for potential fraud risk

○ Research and resolve identified CIP concerns via research and engagement with borrowers and service providers 

○ Partner with cross-functional resources (Development, Data Science, Fraud Prevention, Legal/Compliance, Customer Service) to support the recurring and ad hoc needs of lender partners

● Loan Servicing

○ Monitor internal ticketing systems and execute cross-functional requests involving monetary adjustments to borrower accounts

○ Research and resolve escalated concerns pertaining to lender partners or servicing vendors 

○ Identify and report observed trends and outlier situations to leadership and partner with internal and external parties to drive system/program improvements

○ Generate and review scheduled portfolio reporting for lender partners

○ Perform loan boarding and sale processes, auditing steps performed by other parties, to ensure accuracy

● Operational Quality

○ Conduct periodic reviews and audits of loan documents and borrower facing communications to ensure accuracy in calculations and information being presented

○ Review sampled calls from internal teams and external vendors to ensure compliance with PatientFi procedures and policies, flagging any trends or concerns to leadership for coaching and resolution

○ Serve as a subject matter expert and partner with Legal/Compliance team to advise internal teams or lender partners on borrower complaints and disputes

Qualifications & Experience 

● Minimum of 2 years experience in loan servicing, loan processing, risk operations, quality assurance, or customer service at a financial institution or in the fintech industry 

● Familiarity and understanding of basic lending/credit/banking/fintech industry regulations and processes 

● Strong computer skills including knowledge of the Google Suite environment and basic Mac navigation

● Experience working in ZenDesk and LoanPro environments preferred, but not required

● Comfortable in a dynamic environment with evolving processes, priorities, tools, and responsibilities

● Excellent written and verbal communication skills 

● Exceptional attention to detail and problem solving skills

● Ability to manage multiple priorities and tasks simultaneously

● Ability to create a dedicated work space with limited distractions, and maintain focus in a remote work environment