Job Description

Job Description: Loan Operations Specialist (Senior Associate / Department Support & Training)

Location: On-site — Novato, CA or Rancho Cordova, CA

Department: Loan Operations (Loan Servicing)

Status: Full-time

Position Summary

The Loan Operations Specialist is a senior-level “jack-of-all-trades” role within Loan Operations/Servicing. This position supports daily execution across loan servicing and boarding functions, provides coverage in the absence of department staff, and helps direct workflows under the Loan Operations Manager. The specialist also plays a key role in training and knowledge transfer—supporting onboarding of Loan Boarding Associates and assisting with training Loan Servicing Associates. Success in this role requires strong loan servicing knowledge, confidence working in a complex servicing platform (FIS IBS), and the ability to troubleshoot, prioritize, and coach others.

Key Responsibilities

• Perform senior-level loan operations work across multiple functions (boarding, servicing support, file maintenance, transactions, research, and problem resolution), including coverage for team members as needed.
• Train and mentor Loan Boarding Associates; assist in training Loan Servicing Associates to ensure consistent, accurate execution.
• Draft and maintain written procedures, job aids, and training materials to support operational consistency and onboarding.
• Organize and maintain legal and collateral files, including stacking order, indexing, and documentation standards.
• Provide customer support and issue resolution for internal stakeholders and customers; research and respond to complex inquiries with accuracy and professionalism.
• Help direct day-to-day workflows, prioritize work queues, and support continuous improvement initiatives under the guidance of the Loan Operations Manager.
• Support quality control, data integrity, and compliance expectations within loan servicing operations.

Qualifications

• Experience:
• 2–4 years of related experience in loan servicing/processing/operations; senior-associate level experience preferred.
• Demonstrated experience training others (servicing center and/or branch environment).
• 1+ year experience writing procedures and training documentation.
• 1+ year experience with legal and collateral file organization.
• Loan servicing experience required.
• Education: Associate’s degree (AA) or equivalent combination of education and relevant experience.
• Skills/Attributes:
• Strong working knowledge of loan servicing processes and end-to-end loan lifecycle.
• Ability to learn and operate within a complex core/servicing system; FIS IBS experience strongly preferred.
• High ownership, strong prioritization, and ability to make sound decisions with minimal hand-holding.
• Calm, solutions-oriented communicator who can coach teammates and drive work forward.
• Strong attention to detail with an operational risk mindset (accuracy, documentation, controls).