Loan Officer  

We are seeking a detail-oriented and client-focused Loan Officer to provide Level 1 (L1) and Level 2 (L2) support for our loan servicing platform. This role requires a strong understanding of loan processes and computations, excellent analytical skills, and the ability to coordinate effectively with internal teams and our principal partners. The Loan Officer will play a critical role in ensuring timely issue resolution and compliance with Service Level Agreements (SLAs).

Key Responsibilities:

• Provide L1 and L2 technical and functional support to clients regarding loan systems, processes, and related inquiries.
• Monitor and analyze support tickets, troubleshoot issues, and deliver prompt resolutions or escalate appropriately.
• Ensure all client issues are resolved within defined SLAs and maintain high customer satisfaction.
• Demonstrate strong knowledge in loan lifecycle processes, including origination, disbursement, repayment, and computation of interest and fees.
• Coordinate closely with principal partners and internal stakeholders for issue resolution, process updates, and system enhancements.
• Identify recurring issues and contribute to root cause analysis and long-term solutions.
• Document solutions, contribute to knowledge base articles, and share best practices within the team.
• Support internal process improvements and system optimization initiatives related to loan servicing.

Qualifications:

• Bachelor’s degree in Finance, Business, Information Systems, or related field.
• 2+ years of experience in loan processing, client support, or financial systems operations.
• Solid understanding of loan products, interest computation methods, and repayment structures.
• Experience with ticketing systems (e.g., Jira, Zendesk, ServiceNow) and SLA management.
• Strong analytical, communication, and customer service skills.
• Ability to work collaboratively in a fast-paced, client-focused environment.
• Familiarity with financial software platforms or loan management systems is a plus.

Preffered Skills:

• Experience supporting banking or fintech products.
• Basic SQL or reporting skills.
• Knowledge of regulatory compliance in lending (e.g., consumer loans, SME loans).
  Working Conditions:
• This role may require occasional extended hours to meet critical support timelines or SLA commitments.

• Strong analytical and planning skills;
• Good communication and presentation skills;
• Excellent problem-solving skills;
• Experience supporting banking or fintech products.
• Basic SQL or reporting skills.
• Knowledge of regulatory compliance in lending (e.g., consumer loans, SME loans).