Client Analyst II

About the role

Dovenmuehle is a leading mortgage subservicing firm with clients nationwide. This role involves reviewing, analyzing, and responding to client and homeowner inquiries.

Responsibilities

• Analyze, research, and resolve complex client/customer issues as received from account managers or through various channels.
• Document research and outcomes and respond to borrower complaint correspondence in compliance with regulatory guidelines.
• Maintain and document the servicing system using the tasking application.
• Monitor government agency websites for borrower complaints and resolve issues.
• Train new team members and identify process improvement opportunities.
• Alert management when KPI minimums are not being met.
• Comply with the Code of Conduct and complete annual regulatory training.

Requirements

• High School diploma or equivalent.
• 3+ years’ experience in Mortgage Banking or related industry.
• Proficient in typing, spelling, grammar, sentence structure, and proofreading.
• Strong analytical and problem-solving skills, attention to detail, and accuracy.
• Ability to handle multiple tasks simultaneously in a fast-paced environment.
• Effective verbal and written communication skills, including conflict resolution management.
• Outstanding customer service skills, including the ability to explain complex issues clearly and concisely.

Preferred/Other Qualifications

• College degree or mortgage industry experience equivalent.
• Knowledge of mortgage servicing laws and regulations.

Benefits

• Medical, Dental, Vision, Wellness, Flexible Spending Account, and Employee Assistance Program.
• Employer-paid Life Insurance, Short Term Disability, and Long-Term Disability.
• 401(k) Plan with company match.
• Paid Vacation, Sick, Personal, and Holidays.

Physical Demands and Work Environment

• The employee must be comfortable in an office setting or a designated work-from-home space.
• The employee is frequently required to communicate and exchange information through various methods.
• The employee must be able to remain in a stationary position and/or move about the office.
• The employee is frequently required to stand, walk, sit, use hands for typing, writing, handling, feeling, and reaching.
• The employee may occasionally climb, balance, stoop, kneel, or crouch.
• The employee may lift and/or move up to 25 lbs.
• The employee may be required to type and utilize a computer for long periods.
• The noise level is usually moderate and typical of an office environment.