Analyst, Client Services

Purpose and Job Summary

The primary focus of the position is to provide outstanding service to internal and external clients and to aid in the management and administration of our complex loan servicing portfolio through the superior execution of several core functions, interacting with Asset Management, Originations, Closing Coordinators, Investor Reporting and Accounting.  This position should demonstrate a high level of knowledge of the servicing related inquires received from internal and external clients.

Essential Duties & Responsibilities

• Promptly responds and provides periodic updates to all client inquiries pursuant to company policies and service levels.
• Build relationships with external and internal clients.
• Provide direct communication with investors to provide updates and answer loan level questions.
• Act as the point of contact for customer issues, requests, and escalated issues as appropriate.
• Performs all introductory calls related to the closing of a new loan.
• Providing borrowers with any inquiry, request and/or activation issues to the online borrower portal system.
• Work with the IT department to test and implement system updates.
• Respond to all internal and external customer inquiries in a timely, accurate, and professional manner.
• Processes and documents any change in borrower contact information.
• Cross-train in all areas of department to gain full understanding of all aspects of departmental responsibilities, assist management with special projects related to department goals or as may be needed by the team.
• Provide regular status updates to manager regarding any outstanding items or deadlines.
• Work professionally and harmoniously with team and coworkers
• Other projects and duties as assigned

Contacts

This position has frequent contact with all levels of employees and management. In addition, this role may interact with outside business partners, vendors, consultants, and other office visitors.

Education, Skills & Experience

Required

• High school diploma or equivalent required with an Associate or Bachelor's Degree preferred
• 1-2 years’ experience in commercial loan servicing a plus
• Previous experience with the McCracken Strategy system a plus
• Proficient in MS Office, with working knowledge of CRM platforms.
• Excellent communication skills with background in customer service.
• Detailed oriented and independent worker with strong project management skills and ability to adjust to ever changing environment.
• Proactive attitude and willingness to take initiative to seek out additional tasks and responsibilities.
• Ability to work well under pressure, adjust to varied workloads and multitask.
• Demonstrated ability in handling access to sensitive and confidential information. It is expected that this information remains confidential both internally and external to the company in all daily activities.
• Professional business image and excellent command of the English language, both verbally and in writing (spelling, grammar, and punctuation).
• Flexibility and ability to work under pressure with tight deadlines and constant interruptions; Ability to adjust priorities in a changing environment.

Life at ORIX

We are committed to the health and well-being of our employees and offer a quality, competitive benefits package that provides valuable healthcare and financial protection for our workforce, while emphasizing a healthy work/life balance.

You Time

We want you to have the time needed to recharge and manage life with our competitive vacation policy, floating personal holidays, extensive leave options, our annual observed holidays, and more.

Family Care

Every family has a different journey and ORIX USA Group is proud to offer extensive benefit programs such as: infertility coverage, adoption support, child and elder care, fully paid maternity, and generous parental leave benefits to help you and your families along the way.

Flexible Work Arrangements

ORIX associates enjoy the advantages of our hybrid working model with a 3 day in-office minimum requirement.

ORIX USA is an equal opportunity employer, providing equal employment opportunities (EEO), and is committed to diversifying its workforce. All employees and applicants for employment will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law. This policy applies to all terms and conditions of employment.