Loan Quality Analyst

This position is responsible for performing quality reviews of loan operations activities to ensure accuracy, compliance, and adherence to established policies, procedures, and regulatory requirements. This role conducts routine audits, reconciliations, and reporting; researches and resolves discrepancies; responds to verification requests; and identifies opportunities to improve operational efficiency and reduce risk. The Analyst works closely with loan operations team members and business partners to maintain quality standards and support exceptional customer service.

Responsibilities

• Loan Quality Operations
  • Conduct daily, weekly, monthly, and quarterly quality reviews of loan operations processes to ensure accuracy, completeness, and compliance with regulatory requirements, bank policies, and departmental procedures.
  • Identify, document, and communicate processing errors, exceptions, and deficiencies; monitor corrective actions and follow up to ensure timely resolution.
  • Prepare and maintain the monthly Servicemembers Civil Relief Act (SCRA) review to proactively identify and monitor active-duty service member loan accounts.
  • Perform quarterly reviews of bank-controlled accounts and related documentation to verify accuracy and compliance.
  • Complete daily and monthly reconciliations for assigned general ledger and deposit accounts, including loan clearing transactions, payment processing, fees, wires, default-related transactions, insurance products, external loan payments, and card payment activity.
  • Research, reconcile, and resolve outstanding account variances and exceptions by partnering with internal departments and external service providers.
  • Prepare, analyze, and distribute recurring operational, quality control, and compliance reports.
  • Compile documentation and information requested for internal audits, external audits, examinations, and compliance reviews.
• Operational Support & Quality Assurance
  • Monitor and respond to incoming verification requests received through the department shared mailbox, ensuring timely and accurate completion.
  • Create, update, and maintain quality control procedures and recommend changes to operational procedures based on audit findings, quality reviews, and process improvement opportunities.
  • Assist in monitoring department controls and reporting to support operational effectiveness, risk mitigation, and regulatory compliance.
  • Support departmental initiatives by providing research, documentation, and analysis related to loan operations processes and controls.
• Project, Systems & Process Improvement
  • Develop, modify, and maintain recurring reports and spreadsheets to improve efficiency, data accuracy, and reporting effectiveness.
  • Identify opportunities to enhance workflows, strengthen controls, and improve operational performance through quality review findings and trend analysis.
  • Participate in system enhancements, testing, implementation activities, and process improvement initiatives as assigned.
  • Assist with the development and maintenance of reporting tools and procedures to support evolving business and regulatory requirements.
• Customer Service & Team Support
  • Provide guidance and training support to loan operations team members regarding quality standards, procedures, and operational best practices.
  • Assist with escalated customer issues by researching concerns and working collaboratively to achieve timely and effective resolution.
  • Provide professional, courteous, and accurate service when responding to customer and internal inquiries by phone, email, or other communication channels.
  • Collaborate effectively with team members, management, and business partners to support departmental objectives and ensure a high level of service.

Bell Bank Culture, Policy and Accountability Standards

• Know and live Bell Bank’s values, bottom line, customer service standards, Golden Rules, and LOCBUTN by building personal connections with customers and employees and using their names as often as possible.
• Conduct activities consistent with established Bell Bank policies, procedures and systems, the Code of Conduct, the Bank Secrecy Act and all applicable state and federal laws and regulations.
• All employees are responsible for information security, including compliance with policies and standards which protect sensitive information.
• Prompt and reliable attendance.
• Perform other duties as assigned.

Education, Experience, and Other Expectations

• Associate’s Degree in business, finance, accounting, or a related field; equivalent combination of education and experience may be considered.
• 2-4 years of loan operations, loan servicing, quality control, auditing, compliance, or related banking experience preferred.

Knowledge, Skills, and Abilities

• Working knowledge of loan operations processes, applicable banking regulations, and internal controls.
• Understanding of basic accounting principles, reconciliations, and exception management.
• Strong analytical, problem-solving, and investigative skills with exceptional attention to detail.
• Ability to organize work, prioritize multiple responsibilities, and meet established deadlines in a fast-paced environment.
• Effective verbal and written communication skills with the ability to collaborate across departments.
• Proficiency in Microsoft Office applications, including intermediate to advanced Excel skills.
• Ability to exercise sound judgment, maintain confidentiality, and handle sensitive information appropriately.
• Demonstrated commitment to providing professional service and representing the department and bank positively in all interactions.