Analyst, Rsrch Bus Con I

Freedom Mortgage

12d

About The Position

The Analyst, Rsrch Bus Con I (Research Business Control) performs assigned functions within Correspondence & Research accurately and on time, while ensuring compliance with state, federal, and investor guidelines. Duties may include coding disaster loans according to investor requirements, reviewing and responding to quality control reviews, and processing exception reports. The analyst also assists with special projects and provides support as volumes and needs dictate. The position involves researching account and process exceptions, documenting findings, identifying root causes, recommending corrective actions, and supporting acquisition and sales activities as directed. It has no supervisory responsibilities. Work is normally performed in a typical interior work environment without hazardous or unpleasant elements.

Requirements

Bachelor's degree from a four-year college or university, or one to two years of related experience and/or training, or an equivalent combination of education and experience.
Minimum of 2 years of mortgage servicing experience.
Proficiency 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 and 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, and apply basic algebra and geometry.
Ability to apply common-sense understanding to written, oral, or diagrammatic instructions and handle problems involving several concrete variables in standardized situations.
Ability to assess and defuse problem situations, influence others toward consensus, use tact and diplomacy with difficult customer relationships, and explore alternatives and creative solutions for customer needs.

Responsibilities

Review disaster reports and identify disaster coding needed based on investor guidelines.
Research accounts noted in quality control reviews as out-of-standard or policy exceptions and provide timely information for responses.
Provide information or documentation to refute quality control observations or identify root causes and suggest corrective actions.
For selected processes, review account populations for adherence to established standards and timeframes.
Document research and findings and provide recommendations for exceptions at the account or process level.
Assist with acquisitions and sales activities as needed and directed.
Recommend creation of or enhancements to Fiserv scripts to improve the end-user experience.
Assist with accumulating, categorizing, and tracking customer service issues.
When needed, help identify root-cause issues and possible corrective actions at the account and process levels.
Maintain regular and punctual attendance.
Perform other related duties as assigned.