eLEND Solutions

Senior Client Success Analyst

eLEND Solutions

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • Act as a trusted expert for clients navigating loan registration and AUS processes
  • Strengthen client engagement and long-term partnership success
  • Provide advanced operational support and solutions for complex mortgage scenarios
  • Mentor junior team members and share best practices
  • Contribute to improving client success tools, training, and processes
  • Serve as the primary point of contact for complex client inquiries and escalations
  • Provide expert guidance on mortgage loan structuring and loan registration processes
  • Proactively engage key clients to understand evolving needs and potential challenges
  • Identify opportunities to improve client satisfaction, engagement, and retention
  • Analyze loan registrations and provide support for new submissions within the eLEND portal
  • Assist clients with Automated Underwriting System (AUS) runs and loan structuring questions
  • Troubleshoot registration issues and guide clients through platform workflows
  • Deliver live and on-demand training on portal functionality, loan processes, and products
  • Develop training materials, client guides, and digital resources
  • Analyze client usage data and feedback to identify trends and improvement opportunities
  • Partner with Sales, Operations, Product, and Underwriting teams to resolve complex client issues
  • Mentor junior Client Success Analysts on complex cases and best practices
  • Help refine client success workflows and operational processes

Requirements

  • 3+ years of experience as a Loan Officer Assistant (LOA)
  • Strong knowledge of loan processing, loan structuring, and AUS runs
  • Experience supporting clients within mortgage platforms or LOS systems
  • Background in client success, mortgage processing, underwriting, or similar client-facing roles
  • Strong analytical skills with the ability to translate data into actionable insights
  • High proficiency with technology platforms, portals, and LOS systems
  • Excellent written, verbal, and presentation communication skills
  • Strong organizational skills and ability to manage multiple priorities
  • Experience using CRM systems and Microsoft Office tools
  • Deep understanding of the mortgage lending lifecycle
  • Natural leadership ability with a collaborative mindset
  • Commitment to continuous learning and professional development
Benefits
  • Medical, dental, and vision coverage
  • 401(k) plan
  • Paid time off and holidays
  • Remote work environment
  • Career development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
loan processingloan structuringAutomated Underwriting System (AUS)data analysisclient success workflowsoperational supporttraining developmentmortgage lending lifecycletroubleshootingclient engagement
Soft Skills
analytical skillscommunication skillsorganizational skillsleadership abilitycollaborative mindsetmentoringclient relationship managementproblem-solvingtime managementadaptability