Client Success Analyst

Job Description

REQUIREMENTS

• 3+ years of experience as a Loan Officer Assistant (LOA), Mortgage Processor, Client Success Specialist, or similar mortgage operations role.
• Strong knowledge of mortgage loan processing, loan structuring, AUS findings, and loan registration workflows.
• Experience handling complex client relationships and delivering high-level client support in a fast-paced environment.
• Strong understanding of the mortgage lending lifecycle and client operational needs within the industry.
• Ability to analyze loan scenarios, identify issues, and provide effective solutions related to DTI, liabilities, disclosures, and loan structure.
• Exceptional communication, presentation, and interpersonal skills with the ability to build trust and credibility with clients.
• Strong analytical and problem-solving capabilities with a proactive, solution-oriented mindset.
• Highly organized with the ability to manage multiple priorities, client requests, and deadlines simultaneously.
• Experience collaborating cross-functionally with Sales, Underwriting, Operations, and Product teams.
• Proficiency with CRM platforms, mortgage systems, AUS platforms, and Microsoft Office Suite.
• Strong attention to detail and commitment to operational accuracy.
• Natural leadership and mentoring abilities with a willingness to support team development and knowledge sharing.
• Commitment to continuous learning and staying current on industry best practices and guideline updates.

RESPONSIBILITIES

• Reviewing loan registrations and assisting clients with loan portal submissions.
• Helping clients structure complex loan scenarios and interpret AUS findings.
• Resolving client escalations related to disclosures, liabilities, DTI calculations, or renovation loan requirements.
• Providing training sessions to clients on products, systems, and operational workflows.
• Partnering with Sales, Operations, Product, and Underwriting teams to deliver timely client solutions.
• Creating educational materials and process guides to improve the client experience.
• Analyzing trends in client questions or challenges and recommending process improvements.
• Supporting clients through a high-touch, relationship-driven service approach focused on long-term success.

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