Operations Analyst

Key Responsibilities

• Design and implement custom contact strategies based on customer segmentation, risk profile and channel preference.
• Evaluate the effectiveness of customer contact campaigns and provide recommendations for optimization.
• Collaborate with IT and vendors to ensure data quality and reliability for customer communication platforms.
• Develop regular reporting to servicing team members on operational results, key metrics and underlying drivers.
• Analyze customer behavior and feedback to identify opportunities for improving customer satisfaction and retention.
• Report on data-driven performance indicators to business leaders to effectively manage and improve operational and financial results.
• Partner with functional owners to create capacity models that drive variable FTE requirements based on expected portfolio.
• Support and maintain dialing matrices to support Call Center Technology.
• Help develop and maintain the operational reporting packages for regulatory and other external partners.
• Query industry data and develop reporting to support industry comparisons against peers and aid in the development of future strategy.
• Perform other job-related duties as assigned.

Qualifications

• Bachelor’s degree or equivalent work experience
• 2+ years Mortgage Servicing experience
• Advanced SQL experience and the ability to manage large data sets using tools like Excel, Sigma, Power BI, Tableau (or similar)
• Experience developing reporting and analytics in the financial services industry
• Solid understanding of mortgage servicing technology platform in terms of configuration and day to day functionality, business processes and capabilities
• Ability to work in a team environment to accomplish shared goals
• Self-motivated, energetic, the ability to work independently and proactively while prioritizing workload, and ability to multi-task
• Strong analytical reasoning, problem solving and critical thinking skills
• Effective verbal and written communicator
• Well organized with attention to detail
• Excellent interpersonal and relationship building skills
• Strong computer and technology related skills
• Minimum 2 years of experience using Microsoft Office Suite (Word, Excel, Outlook, etc.)