Analyst, Rsrch Bus Con II

Freedom Mortgage is seeking an Analyst, Research Business Control II to perform assigned functions within Correspondence & Research in a timely and accurate manner, ensuring compliance with all state, federal, and investor guidelines.

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 observations or identify root causes and suggest corrective actions.
• 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 to improve the end user experience.
• Assist with the accumulation, categorization, and tracking of customer service issues. Identify root cause issues and possible corrective actions at both an account and process level.
• Maintain regular and punctual attendance.
• Perform other related duties as assigned.

Requirements

• Bachelor’s degree (B.A.) from a four-year college or university; or three to four years of related experience and/or training; or equivalent combination of education and experience.
• Minimum of 3 years of mortgage servicing experience.
• Proficient in Microsoft Office.
• Excellent written and verbal communication skills.
• Strong organizational and follow-up skills.
• Self-motivated.

Skills

• 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.
• 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, requiring influencing others to reach consensus.
• Tact and diplomacy to handle difficult customer relationships.
• Explores alternatives and creative solutions to meet customer needs.

Work Complexity

Tasks are multiple and diverse with some interrelationship across processes. Work requires the direct application of a variety of procedures, policies, and/or precedents.

Physical Demands

• Frequently required to sit and talk or hear.
• Occasionally required to stand, walk, use hands to finger, handle, or feel, and reach with hands and arms.
• Must occasionally lift and/or move up to 25 pounds.

Work Environment

Work is normally performed in a typical interior office environment. The noise level is usually moderate.