Client Experience Analyst

About this role

**Seeking candidates in PST/MST time zones**

This is a great role for a Loan Originator Assistant looking for a way to have a broader impact and be central to shaping the client experience!

🏡 About Us

At eLEND, we are committed to delivering an exceptional mortgage experience through innovation, operational excellence, and client-focused partnership. Our Client Experience team serves as a critical bridge between our clients and internal operations, ensuring smooth loan registration, accurate loan structuring, and a seamless experience throughout the lending lifecycle. We operate in a highly collaborative environment where responsiveness, expertise, and relationship management drive long-term client success.

✨ Why This Role Matters

As a Client Experience Analyst, you will play a vital role in strengthening client relationships, supporting loan registration accuracy, and delivering a high-touch client experience. This position directly impacts client satisfaction, operational efficiency, and overall business growth by serving as a trusted advisor to clients navigating loan structuring, AUS findings, portal navigation, and process-related questions. Your ability to combine mortgage expertise, analytical thinking, and proactive problem-solving will help clients succeed while supporting the strategic goals of the organization.

🛠️ Key Responsibilities

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Analyze loan registrations and provide support for new submissions, portal navigation, and process-related inquiries.

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Serve as a primary point of contact for complex client questions and escalations related to loan structuring, AUS findings, DTI calculations, liabilities, disclosures, and renovation loan scenarios.

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Assist clients with mortgage loan registration within the eLEND loan portal while ensuring accuracy and completeness.

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Provide expert-level support and guidance to clients regarding loan processing workflows and operational best practices.

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Proactively engage with clients to understand evolving business needs, identify potential challenges, and provide strategic solutions.

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Deliver both on-demand and scheduled training sessions related to products, processes, systems, and portal functionality.

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Collaborate cross-functionally with Sales, Operations, Product, and Underwriting teams to resolve complex client issues efficiently.

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Support the development and refinement of client success tools, workflows, and operational resources.

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Assist in creating training materials, process documentation, and digital educational content designed to improve client knowledge and success.

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Advocate for client feedback and provide insights that contribute to product enhancements and service improvements.

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Maintain current knowledge of mortgage industry trends, investor guidelines, AUS systems, and competitive market updates.

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Provide exceptional customer service and relationship management to internal and external partners.

🎯 What You Bring

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3+ years of experience as a Loan Officer Assistant (LOA), Mortgage Processor, Client Success Specialist, or similar mortgage operations role.

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Strong knowledge of mortgage loan processing, loan structuring, AUS findings, and loan registration workflows.

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Experience handling complex client relationships and delivering high-level client support in a fast-paced environment.

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Strong understanding of the mortgage lending lifecycle and client operational needs within the industry.

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Ability to analyze loan scenarios, identify issues, and provide effective solutions related to DTI, liabilities, disclosures, and loan structure.

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Exceptional communication, presentation, and interpersonal skills with the ability to build trust and credibility with clients.

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Strong analytical and problem-solving capabilities with a proactive, solution-oriented mindset.

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Highly organized with the ability to manage multiple priorities, client requests, and deadlines simultaneously.

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Experience collaborating cross-functionally with Sales, Underwriting, Operations, and Product teams.

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Proficiency with CRM platforms, mortgage systems, AUS platforms, and Microsoft Office Suite.

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Strong attention to detail and commitment to operational accuracy.

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Natural leadership and mentoring abilities with a willingness to support team development and knowledge sharing.

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Commitment to continuous learning and staying current on industry best practices and guideline updates.

📆 A Day in the Life

Your day may include:

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Reviewing loan registrations and assisting clients with loan portal submissions.

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Helping clients structure complex loan scenarios and interpret AUS findings.

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Resolving client escalations related to disclosures, liabilities, DTI calculations, or renovation loan requirements.

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Providing training sessions to clients on products, systems, and operational workflows.

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Partnering with Sales, Operations, Product, and Underwriting teams to deliver timely client solutions.

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Creating educational materials and process guides to improve the client experience.

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Analyzing trends in client questions or challenges and recommending process improvements.

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Supporting clients through a high-touch, relationship-driven service approach focused on long-term success.

💼 Worksite

Remote

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This role operates in a collaborative environment partnering closely with Client Success, Sales, Operations, Product, and Underwriting teams.

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Regular communication via phone, video, email, and client-facing platforms.

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Ability to review loan documentation and mortgage data with high attention to detail.

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Reasonable accommodations available as needed.

• PST/MST time zone

💰 Compensation & Benefits

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Competitive base pay $23.00-$29.00/hr

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Comprehensive medical, dental, and vision coverage

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401(k) plan with company participation

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Paid time off and company holidays

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Professional development and career growth opportunities

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Access to tools, systems, and resources that support operational and client…