Senior Servicing Operations Analyst

Role Overview

• Lead process improvement initiatives and optimization of complex processes
• Perform analysis of operational processes and recommend automation, optimization, and modernization opportunities
• Support leadership by assisting with requirements, prioritization, and strategic planning.
• Analyze, document, and map operational processes to ensure alignment with project objectives.
• Lead UAT strategy, risk identification, test planning, and defect escalation
• Oversee requirements, process mapping, user stories, and acceptance criteria, ensuring cross‑functional alignment
• Evaluate downstream system impacts and coordinate solutions with IS and reporting partners.
• Represent Servicing Operations in governance, steering committees, and cross‑departmental discussions.
• Manage high‑visibility reporting, documentation, and communication for senior leadership.
• Mentor and provide subject‑matter guidance to Servicing Operations Analyst team members.
• Support regulatory, compliance, audit, and risk management activities through expert‑level analysis.
• All other duties as assigned.

Requirements

• High School Diploma or equivalent required.
• Minimum of 7 years of experience in business analysis, process engineering, or related discipline.
• Proven track record of leading complex requirements and driving transformation initiatives.
• Expert-level expertise in mortgage servicing operations and associated systems.
• Strong proficiency with Microsoft Office, including advanced Excel.
• Advanced SQL proficiency.
• Demonstrated ability to influence stakeholders and support effective decision-making.
• Exceptional written, verbal, and executive-level communication skills.
• Strong analytical and critical-thinking abilities, with experience in data analysis and root cause identification preferred.
• Ability to independently manage multiple high-priority initiatives simultaneous
• Experience working within Agile, Waterfall, and hybrid project delivery methodologies.

Tech Stack

• SQL

Benefits

• Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance
• Time Off: Paid holidays, vacation, and sick leave
• Retirement & Investment: Matching 401(k) plan and employee stock purchase plan
• Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
• Employee Recognition: Programs that celebrate achievements and milestones
• Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.