Servicing Analyst

Position Summary The Servicing Analyst – Investor Support supports servicing-related investor inquiries and operational issues by investigating loan-level activity, coordinating across teams, and ensuring data consistency across servicing systems. This role plays a key part in strengthening servicing governance, reducing operational risk, and supporting scalable processes as portfolio complexity grows.   Serve as the initial point of intake for servicing-related investor inquiries, researching and responding to loan-level questions related to payment application, transaction history, escrow/advances, remittance activity, and trade/transfer history Perform data analysis and reconciliation across subservicer data), internal systems, and investor-facing outputs to identify and investigate discrepancies and support root cause analysis Draft responses to investor inquiries and coordinate cross-functionally to ensure timely and accurate resolution Partner with internal teams including Servicing, Investor Reporting, Accounting, Capital Markets, IT, and subservicers to investigate issues, track progress, and ensure follow-through Support tracking and monitoring of key servicing metrics and performance indicators across subservicers and internal processes Analyze data to identify trends, anomalies, and recurring issues impacting servicing performance and data integrity Assist in the development and maintenance of reporting and tracking tools to support operational oversight and governance Identify gaps in data quality and process consistency and contribute to improving controls, documentation, and standard workflows Support the development and documentation of SOPs and standardized processes to enhance operational efficiency and scalability Assist with new investor onboarding inquiries, portfolio-specific requests, and ad hoc servicing investigations and projects   Qualifications Solid knowledge of mortgage servicing operations, including payment application, amortization schedules, transaction-level activity, purchase advice/schedules, and advances reconciliation Exposure to remittance processes and loan trade/purchase lifecycle Advanced proficiency in Excel (e.g., data analysis, reconciliations, pivot tables) Experience with Servicing systems like MSP, Finastra or Valon. Strong analytical and problem-solving skills with the ability to work with large datasets Excellent communication and interpersonal skills, with the ability to clearly convey complex servicing and data-related information to investors and internal stakeholders Strong customer service mindset with a focus on responsiveness, accuracy, and relationship management Experience with SQL or other data query tools is a plus