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Securities Backed Lending Senior Servicing Agent The Securities Backed Lending (SBL) Senior Servicing Analyst position will have the primary role of leading all SBL service process development, implementation, and ongoing management, to ensure quality customer experience delivery for securities backed lending customers and relationship managers. Position is responsible for handling customer and relationship manager inquiries and servicing requests. In addition, the position will be responsible for ensuring accurate and efficient processing of securities backed lending financial transactions and account maintenance requests while mitigating fraud, operational, and compliance risks. Responsibilities also include account monitoring, reconciliation and GL balancing to ensure bank financial reporting is accurate. Position Responsibilities: Strategy - Process
- Development of all processes related to securities backed lending servicing.
- Documentation of all policies, procedures, and policies related to SBL loan servicing processes.
- Development of production and service metrics and ongoing measurement of results vs. targets.
- Service delivery including identification of service gaps and development of strategies - tactics to close gaps.
- Identify process improvement opportunities. Lead or support changes/process improvements or remediation of quality or timeliness issues.
- Lead for servicing for future SBL system changes and enhancements
- Lead SBL Servicing User Acceptance Testing for initial SBL implementation and future changes or enhancements.
- Actively contribute to broader CLC service delivery strategy development and implementation.
Execute and Drive Operational Excellence
- Support for all SBL servicing processes including opening/boarding new loans, processing of check and wire payments, processing ACH rejects, reversals/returns, approving ACH advances, handling collateral releases, reviewing/approving signed documents, account maintenance, closing accounts.
- Reconcile and balance to general ledger. Correctly book payments, payoffs.
- Monitor, review, and report production and service metrics and operational performance. Resolve trends in quality and efficiency. Develop and implement processes changes to improve quality and efficiency.
- Primary escalation point for SBL team members and business partners with servicing issue resolution and questions.
- Resolution and tracking of SBL service complaints.
- Provide servicing support for relationship managers and customers while meeting customer service targets/goals.
- Provide support for other CLC service delivery operations as needed.
Risk Management and Quality Oversite
- Ensure compliance with all rules and regulations that pertain to SBL servicing responsibilities.
- Develop and maintain SBL procedures and process documentation and communicate with the team as appropriate.
- Conduct annual risk - control self-assessments to identify and mitigate operational and fraud risks.
- Monitor SBL advances, ACH requests, and SBL account maintenance activities for potential fraud and implement preventative actions and controls as necessary.
- Ensure all activities are completed according to established policies and procedures.
- Develop quality controls, monitor controls, refine/improve processes, and procedures where quality gaps are identified.
- Partner with CLC Compliance Risk and Retail Risk to develop self-testing protocols.
- Log customer complaints; monitor trends; develop and implement actions as needed to resolve complaints and adjust processes to avoid recurrence of issues.
- Strive to ensure satisfactory or better ratings are obtained on internal audits and regulatory examinations.
Projects/Communication:
- Point person for SBL Servicing on any SBL related projects including all system changes and enhancements.
- Lead any SBL Servicing projects.
Other projects as assigned
Qualifications:
- Bachelor's degree OR 4 years of relevant experience
- 3 years of experience in Wealth lending operations or bank operations
- 3 years of experience in customer service, preferably in a Wealth Management environment
- 1 years of experience utilizing Microsoft Products including Word, Excel, and PowerPoint
About Comerica
We know our employees are critical to our overall success and we are dedicated to investing in their future. One of the ways we do this is to offer a comprehensive Total Rewards package designed to recognize and reward individual performance, as well support health, well-being, development and security for our colleagues and their family. Total Rewards consists of cash compensation, development and flexible benefit programs designed to meet individual needs today and in the future. Your salary will be commensurate with your work experience and our programs are reviewed regularly to ensure each remain competitive. We are proud to offer benefits such as health and welfare programs, strong retirement benefits, and generous paid time off programs. You and your eligible family members, including domestic partners and their children, can participate in medical, dental, and vision benefits, 401(k) and pension, income protection benefits such as life insurance, AD&D, and supplemental health programs to offset unexpected health care expenses. We also have a variety of time off programs for things like vacation, sick time, disability, and parental leave. Eligibility for some programs varies based on employment status and tenure.
Upon offer, Comerica conducts a comprehensive background and fingerprint check.
NMLS certification requirement: where applicable, a favorable background check screening, credit check, fingerprint check, and NMLS certification is required in accordance with the SAFE Act.
Comerica Incorporated (NYSE: CMA) is a financial services company headquartered in Dallas, Texas, and strategically aligned into three major business segments; the Commercial Bank, the Retail Bank, and Wealth Management. Comerica's colleagues focus on relationships, and helping people and businesses be successful. In addition to Texas, Comerica Bank locations can be found in Arizona, California, Florida and Michigan, with select businesses operating in several other states, as well as in Canada and Mexico.
Comerica is proud to be an Equal Opportunity Employer - veterans/individuals with disabilities, committed to workplace diversity.
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Comerica Bank
life insurance, parental leave, paid time off, sick time, 401(k)
May 07, 2025