Analyst, Rsrch Bus Con II

Freedom Mortgage is a mortgage servicing company. The Analyst, Research Business Control II supports the Correspondence & Research department by conducting quality control, reviewing exception reports, coordinating audit and examination responses, and ensuring compliance with applicable guidelines. The role also documents findings, implements corrective actions, supports process updates and regression testing, and assists with customer service issue tracking.

Responsibilities:

• Review credit reporting exception reports provided internally or by credit agencies. Document research and findings and implement corrections as necessary at the account and/or process level
• Provide internal quality control for the Correspondence & Research department
• Recommend additional controls based on observed deficiencies
• Coordinate updates to Process & Procedures and job aids
• Research accounts noted on quality control reviews, examinations, or audit requests as out of standard/policy exceptions and provide information needed to respond in a timely manner. Provide information/documentation necessary to refute the observation or identify the root cause and suggest corrective action(s)
• For selected processes, review a population of accounts for adherence to established standards and timeframes. Document research and findings, providing recommendations at the account and/or process level
• Facilitate departmental regression testing for scheduled system enhancements
• Assist with acquisitions and sales activities as needed and directed
• Implement changes to Fiserv scripts for purposes of improving the end user experience
• Assist with the accumulation, categorization, and tracking of customer service issues. As needed, assist in identifying root cause issues and possible corrective actions at both an account and process level
• Maintain regular and punctual attendance
• Performs other related duties as assigned

Requirements:

• Bachelor's degree (B.A.) from four-year college or university; or three to four years related experience and/or training; or equivalent combination of education and experience
• Minimum 3 years mortgage servicing experience
• Proficient in Microsoft Office
• Excellent written and verbal communication skills
• Good organizational and follow-up skills
• Self-motivated
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to write routine reports and correspondence
• Ability to speak effectively before groups of customers or employees of organization
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume
• Ability to apply concepts of basic algebra and geometry
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
• Ability to deal with problems involving several concrete variables in standardized situations
• Assesses and diffuses problem situations and requires influencing others to reach consensus
• Requires tact and diplomacy to handle difficult customer relationships
• Explores alternatives and creative solutions to meeting the needs of customers