Client Success Analyst

Job Description

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

🏡 About Us

At eLEND, we are committed to delivering an exceptional mortgage experience through innovation, operational excellence, and client-focused partnership. Our Client Success 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 Success 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 Client Success organization.

🛠️ Key Responsibilities

🎯 What You Bring

📆 A Day in the Life

Your day may include:

💼 Worksite

Remote

💰 Compensation & Benefits

🌈 Equal Opportunity for All

Employment decisions are based on qualifications, experience, and business needs, ensuring equitable opportunities for all individuals regardless of background or identity.

💬 Stay ConnectedJoin today to connect with our team, stay informed about upcoming roles, and explore how your skills can help shape the future of home lending at eLEND.

• Analyze loan registrations and provide support for new submissions, portal navigation, and process-related inquiries.
• 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.
• Assist clients with mortgage loan registration within the eLEND loan portal while ensuring accuracy and completeness.
• Provide expert-level support and guidance to clients regarding loan processing workflows and operational best practices.
• Proactively engage with clients to understand evolving business needs, identify potential challenges, and provide strategic solutions.
• Deliver both on-demand and scheduled training sessions related to products, processes, systems, and portal functionality.
• Collaborate cross-functionally with Sales, Operations, Product, and Underwriting teams to resolve complex client issues efficiently.
• Support the development and refinement of client success tools, workflows, and operational resources.
• Assist in creating training materials, process documentation, and digital educational content designed to improve client knowledge and success.
• Advocate for client feedback and provide insights that contribute to product enhancements and service improvements.
• Maintain current knowledge of mortgage industry trends, investor guidelines, AUS systems, and competitive market updates.
• Provide exceptional customer service and relationship management to internal and external partners.
• 3+ years of experience as a Loan Officer Assistant (LOA), Mortgage Processor, Client Success Specialist, or similar mortgage operations role.
• Strong knowledge of mortgage loan processing, loan structuring, AUS findings, and loan registration workflows.
• Experience handling complex client relationships and delivering high-level client support in a fast-paced environment.
• Strong understanding of the mortgage lending lifecycle and client operational needs within the industry.
• Ability to analyze loan scenarios, identify issues, and provide effective solutions related to DTI, liabilities, disclosures, and loan structure.
• Exceptional communication, presentation, and interpersonal skills with the ability to build trust and credibility with clients.
• Strong analytical and problem-solving capabilities with a proactive, solution-oriented mindset.
• Highly organized with the ability to manage multiple priorities, client requests, and deadlines simultaneously.
• Experience collaborating cross-functionally with Sales, Underwriting, Operations, and Product teams.
• Proficiency with CRM platforms, mortgage systems, AUS platforms, and Microsoft Office Suite.
• Strong attention to detail and commitment to operational accuracy.
• Natural leadership and mentoring abilities with a willingness to support team development and knowledge sharing.
• Commitment to continuous learning and staying current on industry best practices and guideline updates.
• Reviewing loan registrations and assisting clients with loan portal submissions.
• Helping clients structure complex loan scenarios and interpret AUS findings.
• Resolving client escalations related to disclosures, liabilities, DTI calculations, or renovation loan requirements.
• Providing training sessions to clients on products, systems, and operational workflows.
• Partnering with Sales, Operations, Product, and Underwriting teams to deliver timely client solutions.
• Creating educational materials and process guides to improve the client experience.
• Analyzing trends in client questions or challenges and recommending process improvements.
• Supporting clients through a high-touch, relationship-driven service approach focused on long-term success.
• This role operates in a collaborative environment partnering closely with Client Success, Sales, Operations, Product, and Underwriting teams.
• Regular communication via phone, video, email, and client-facing platforms.
• Ability to review loan documentation and mortgage data with high attention to detail.
• PST/MST time zone
• Competitive base pay $23.00-$29.00/hr
• Paid time off and company holidays
• Professional development and career growth opportunities
• Access to tools, systems, and resources that support operational and client success
• Collaborative and growth-oriented team environment