Senior Commercial Lending Servicing Representative

In this role, you will:

• Independently manage complex commercial loan servicing activities within assigned authority.

• Review loan instructions and documentation for accuracy, completeness, and compliance.

• Investigate servicing issues, perform root-cause analysis, and resolve exceptions.

• Perform quality control reviews and support timely remediation of identified issues.

• Support reconciliations, audits, compliance testing, and control assessments.

• Serve as a key point of contact for stakeholder inquiries and escalations.

• Monitor operational, quality, and risk metrics and prepare management reporting.

• Create and maintain procedures, process documentation, and operating guidelines.

• Coach and support less experienced team members and share subject matter knowledge.

• Identify opportunities to improve processes, controls, and operational efficiency.

• Collaborate with internal stakeholders to resolve issues and achieve business objectives.

Required Qualifications:

• 2+ years of Commercial Loan Servicing support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Experience independently managing complex servicing cases, exceptions, and stakeholder escalations within established authority.

• Experience supporting reconciliations, audits, operational controls, and compliance activities.

• Strong stakeholder management, written communication, and escalation management skills.

• Strong knowledge of commercial banking, loan servicing, operational risk, quality assurance, and control requirements.

• Strong ownership, judgment, and decision-making skills with the ability to work independently.

• Strong analytical, problem-solving, root-cause analysis, and exception management skills.

• Advanced proficiency in Microsoft Excel, including PivotTables, lookup functions, reporting, and data analysis.

• Experience working with banking and loan servicing systems and adapting to process and technology changes.

Desired Qualifications:

• Demonstrated quality control, peer review, or maker-checker experience in banking or loan operations.

• Experience supporting corrective action plans and maintaining audit-ready documentation.

• Experience in commercial lending, loan servicing, banking controls, risk management, quality assurance, or customer service.

• Demonstrated ability to influence stakeholders and make recommendations based on risk, policy, and business impact.

• Experience creating procedures, process documentation, and standard operating instructions.

• Experience coaching team members, sharing process knowledge, and supporting process improvement initiatives.

• Working knowledge of Microsoft Power BI, Visio, Word, Outlook, and Teams.