eLEND
mortgage
ClientSuccessAnalyst
Neural analysis suggests this role is
optimal for Mid candidates.
“Client Success Analyst at eLEND. Skills: Client Success, Mortgage Operations, Loan Processing, Loan Structuring, Client Relationship Management. Analyze loan registrations and provide support for new submissions, portal navigation, and process-related inquiries.. Serve as a primary point of contact for complex client questions and escalations related to loan structuring, AUS findings, DTI calculations, liabilities, disclosures, and renovation loan scenarios.”
What You'll Achieve.
strengthening client relationships; supporting loan registration accuracy; delivering a high-touch client experience; impacts client satisfaction, operational efficiency, and overall business growth; help clients succeed while supporting the strategic goals of the Client Success organization; improve client knowledge and success; contribute to product enhancements and service improvements; long-term client success
Industry & Context.
analytical and problem-solving capabilities with a proactive, solution-oriented mindset; Ability to analyze loan scenarios, identify issues, and provide effective solutions related to DTI, liabilities, disclosures, and loan structure.
What They're Looking For.
Must Have
3+ years of experience as a Loan Officer Assistant (LOA), Mortgage Processor, Client Success Specialist, or similar mortgage operations role, 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, 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, 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, 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
What You'll Do.
Analyze loan registrations and provide support for new submissions
and process-related inquiries.
Serve as a primary point of contact for complex client questions and escalations related to loan structuring
and renovation loan scenarios.
Assist clients with mortgage loan registration within the eLEND loan portal while ensuring accuracy and completeness.
Provide expert-level support and guidance to clients regarding loan processing workflows and operational best practices.
Proactively engage with clients to understand evolving business needs
identify potential challenges
and provide strategic solutions.
Deliver both on-demand and scheduled training sessions related to products
and portal functionality.
Collaborate cross-functionally with Sales
and Underwriting teams to resolve complex client issues efficiently.
Support the development and refinement of client success tools
and operational resources.
Assist in creating training materials
process documentation
and digital educational content designed to improve client knowledge and success.
Advocate for client feedback and provide insights that contribute to product enhancements and service improvements.
Maintain current knowledge of mortgage industry trends
and competitive market updates.
Provide exceptional customer service and relationship management to internal and external partners.
How You'll Work.
Team & Collaboration
Collaborate cross-functionally with Sales, Operations, Product, and Underwriting teams to resolve complex client issues efficiently.; Partnering with Sales, Operations, Product, and Underwriting teams to deliver timely client solutions.
Communication Scope
Exceptional communication, presentation, and interpersonal skills with the ability to build trust and credibility with clients.
Full Job Description
🏡 About Us At eLEND, we are committed to delivering an exceptional mortgage experience through innovation, operational excellence, and client-focused partnership. Our Client Success team serves as a critical bridge between our clients and internal operations, ensuring smooth loan registration, accurate loan structuring, and a seamless experience throughout the lending lifecycle. We operate in a highly collaborative environment where responsiveness, expertise, and relationship management drive long-term client success. ✨ Why This Role Matters As a Client Success Analyst, you will play a vital role in strengthening client relationships, supporting loan registration accuracy, and delivering a high-touch client experience. This position directly impacts client satisfaction, operational efficiency, and overall business growth by serving as a trusted advisor to clients navigating loan structuring, AUS findings, portal navigation, and process-related questions. Your ability to combine mortgage expertise, analytical thinking, and proactive problem-solving will help clients succeed while supporting the strategic goals of the Client Success organization. 🛠️ Key Responsibilities Analyze loan registrations and provide support for new submissions, portal navigation, and process-related inquiries. Serve as a primary point of contact for complex client questions and escalations related to loan structuring, AUS findings, DTI calculations, liabilities, disclosures, and renovation loan scenarios. Assist clients with mortgage loan registration within the eLEND loan portal while ensuring accuracy and completeness. Provide expert-level support and guidance to clients regarding loan processing workflows and operational best practices. Proactively engage with clients to understand evolving business needs, identify potential challenges, and provide strategic solutions. Deliver both on-demand and scheduled training sessions related to products, processes, systems, and portal functionality
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