Commercial Loan Advisory Group Analyst

Selene Finance LP; Jacksonville (FL); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

PTO

Medical, Dental & Vision

Employee Assistance Program

Flexible Spending Account

Health Savings Account

Paid Holidays

Company paid Life Insurance

Matching 401(k) Plan

Job summary

Selene Finance LP in Jacksonville, FL, is seeking a Commercial Loan Servicing Analyst to support the Contact Center's Special Loan Advisors. You will research and resolve complex commercial mortgage servicing issues, provide guidance on challenging loan scenarios, and collaborate across teams to deliver timely resolutions.

The role requires strong commercial loan servicing expertise, experience with MSP, and excellent analytical and communication skills.

Qualifications

• 3–5 years of experience in commercial mortgage servicing or related financial services.
• Experience researching and resolving complex loan-level inquiries and account discrepancies.
• Experience supporting mortgage servicing operations or servicing contact center.

Responsibilities

• Serve as internal escalation and research resource for Special Loan Advisors.
• Research and resolve complex servicing inquiries related to payments, taxes, insurance, escrow, and billing.
• Coordinate resolution of escrow, payment posting, and documentation-related inquiries.

Skills

Analytical

Communication

Time management

Advisory

Education

High school diploma

Associate or bachelor's degree

Tools

MSP

MS Office

Job description

Selene Holdings is a multiple-lines business financial services firm with a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage, and a real estate owned company. We have office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT. Founded in 2007 to address needs in the mortgage industry, Selene strives to provide amazing client and borrower experiences. A positive attitude coupled with proven creative thinking and actions are all attributes we seek in every one of our employees. If you want to make a difference, then Selene is the place for you!

Position Summary

The Commercial Loan Servicing Analyst is a trusted subject matter expert supporting the Contact Center's Special Loan Advisors. In this role, you’ll research and resolve complex commercial mortgage servicing issues, provide guidance on challenging loan scenarios, and partner across teams to deliver accurate, timely resolutions.

Working closely with Escrow, Customer Service, Special Loans, and Collateral, you’ll investigate matters involving business purpose loans, commercial real estate loans secured by residential property, payments, taxes, insurance, loan documentation, cross-collateralized loans, and payoff transactions. Success in this role requires strong commercial loan servicing expertise, analytical problem-solving skills, experience working with servicing systems such as MSP, and a passion for helping others navigate complex servicing situations.

Essential Duties And Responsibilities

Internal Advisor Support and Research

• Serve as an internal escalation and research resource for the Contact Center's Special Loan Advisors, providing guidance and resolution support on complex commercial mortgage servicing matters.
• Conduct complex loan-level, operational, and transactional research to support advisor inquiries and escalated account issues.
• Research and resolve servicing inquiries related to payments, taxes, insurance, escrow, billing, and account maintenance for single-property and multi-collateral loans.
• Investigate and resolve loan documentation discrepancies stemming from loan origination, boarding, transfers, or other commercial loan servicing activities.
• Review account information and servicing history within MSP or other servicing systems to support research and resolution.
• Identify root causes of servicing issues and provide clear findings, recommendations, and next steps.
• Prepare or obtain supporting documentation needed to complete research requests and substantiate servicing resolutions.
• Document research results, resolutions, and status updates accurately and timely within the system of record.

Cross-Functional Problem Resolution

• Partner with Escrow, Customer Service, Special Loans, Collateral, and other internal teams to resolve complex servicing issues.
• Research and coordinate the resolution of escrow, payment posting, ACH, tax, insurance, and documentation-related inquiries.
• Support the resolution of escalated issues involving business purpose loans, commercial real estate loans secured by residential property, and cross-collateralized loan structures.
• Monitor and validate system updates resulting from completed research and account corrections.
• Provide Special Loan Advisors with clear, actionable guidance that supports consistent and accurate customer communication.
• Deliver research findings and recommendations to advisors, management, guarantors, investors, and authorized third parties, as appropriate.

Payoff and Lien Release Support

• Oversee the execution of full and partial payoff requests from initiation through completion.
• Process and track incoming payoff and partial lien release requests.
• Initiate payoff statement requests through the appropriate servicing departments.
• Document request status, actions taken, and required next steps within the system of record.
• Track payoff fund application, property deactivation, escrow activity, and lien release status.
• Coordinate with the Collateral department and other servicing teams to monitor the completion of lien release activities.
• Communicate payoff status and resolution details to advisors, guarantors, and authorized third parties through approved verbal and digital channels.

Reporting and Operational Performance

• Generate and maintain departmental reports, advisor scorecards, and operational metrics.
• Distribute daily and monthly reporting, including investor delinquency reports, NSF reports, and advisor exception reporting.
• Maintain Advisor Scorecards and distribute results to management and designated stakeholders.
• Support investor reporting and other commercial loan servicing reporting requirements.
• Analyze recurring servicing inquiries and escalation trends to identify opportunities for process improvement.
• Partner with leadership and servicing teams on initiatives that improve advisor effectiveness, servicing quality, and operational efficiency.
• Meet or exceed departmental productivity, quality, and service-level goals.

Qualifications

The ideal candidate will have 3 to 5 years of experience in commercial mortgage servicing, business purpose lending, loan servicing operations, or a related financial services environment, along with a demonstrated ability to research, analyze, and resolve complex servicing issues.

Required Knowledge And Experience

• Working knowledge of commercial mortgage loans, business purpose loans, and commercial real estate loans secured by residential property.
• Experience supporting mortgage servicing operations, commercial loan servicing, or a servicing contact center.
• Experience researching and resolving complex loan-level inquiries, account discrepancies, and servicing escalations.
• Working knowledge of MSP or a comparable mortgage servicing platform.
• Strong understanding of:
• Escrow administration and escrow analysis
• Payment processing, payment histories, and billing
• IRS Form 1098 reporting
• Cross-collateralized loan servicing
• Full and partial payoff processing
• Partial lien release processing
• Investor reporting
• Property preservation and code violation resolution
• Hazard claim resolution
• Excellent analytical, problem-solving, and critical-thinking skills.
• Strong attention to detail and sound judgment.
• Ability to manage multiple priorities, meet deadlines, and remain organized in a fast-paced environment.
• Excellent written and verbal communication skills, including the ability to explain complex servicing findings clearly.
• Ability to work independently while collaborating effectively across departments.
• Strong advisory and internal support skills across phone, email, SMS, and other digital communication channels.

Education And Experience

• High school diploma or GED required.
• Associate or bachelor's degree preferred.
• Two to four years of related loan servicing experience required.
• Commercial mortgage servicing or business purpose lending experience strongly preferred.
• Experience supporting internal stakeholders and contributing to exceptional customer outcomes preferred.

Computer Skills

• Proficiency in Microsoft Office, including Word, Excel, PowerPoint, Outlook, and OneDrive.
• Experience using MSP mortgage servicing software or another loan servicing platform preferred.

Why Selene?

Benefits

Selene Finance LP is committed to the total wellbeing of its employees and therefore offers one of the best benefits packages available in the industry today, which includes:

• Paid Time Off (PTO)
• Medical, Dental &Vision
• Employee Assistance Program
• Flexible Spending Account
• Health Savings Account
• Paid Holidays
• Company paid Life Insurance
• Matching 401(k) Plan

The job requirements listed above are representative of the knowledge, skills, and/or abilities required. This job description is not an inclusive list of all duties and responsibilities of this position. Incumbents will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. Selene reserves the right to amend and change responsibilities to meet business and organizational needs.

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