Business Support Analyst I
About The Position
Pennymac (NYSE: PFSI) is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of U.S. mortgage loans and the management of investments related to the U.S. mortgage market. At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of homeownership through the complete mortgage journey. The Business Support Analyst is responsible for maintaining the operational integrity of the Mortgage Fulfillment Division. This role focuses heavily on defect management, risk mitigation, and compliance auditing. You will act as the gatekeeper for system enhancements via JIRA, perform deep-dive data remediation to resolve loan discrepancies, and manage high-level reporting to ensure the department meets strict Service Level Agreements (SLAs).
Requirements
- Mortgage Expertise: Strong understanding of the E2E loan lifecycle including Retail, Wholesale, and Correspondent Lending, TRID, all the regulations, and basic mortgage compliance, etc.
- Technical Proficiency: Skilled in MS Office including Excel (Pivot Tables and formulas), MS Visio, and the Google Workspace (Sheets, Sites, and Forms).
- Audit Mindset: Proven ability to navigate LOS platforms (Encompass Web, Smartclient, POWER+, Settlement Collaboration Portal, to find "the needle in the haystack" regarding data breaches or document errors.
- Communication Excellence: Exceptional oral and written communication skills; must be able to draft formal P&Ps and lead meetings with diverse stakeholders.
- Interpersonal Savvy: Strong ability to build relationships across departments (IT, Sales, Ops) and communicate with external vendors (Captive Title Companies and Settlement Agents).
- Multi-Project Mastery: Proven ability to manage several complex projects simultaneously while maintaining strict self-discipline and meeting firm deadlines.
- Physical Ability: Capability to manage physical deliveries and inventory for site-specific initiatives.
Responsibilities
- Enhancement Lifecycle Lead: Manage the end-to-end lifecycle of MFD defects and system enhancements within JIRA and 911 Chat; act as the Project Lead for Business Acceptance Testing (BAT) to ensure all tech deployments meet operational standards.
- Process Engineering: Lead the creation, rollout, and maintenance of Policies and Procedures (P&P) and MFD Communications; translate business needs into scalable workflows.
- JIRA Administration: Manage intake requests via Google Forms/Sheets, create intakes for requests through JIRA; serve as a Business Acceptance Tester to validate all fixes and updates before deployment.
- Web & Tool Maintenance: Oversee the MFD Business Support website and ensure site content (Google Sites) remains current.
- Documentation: Design and maintain MFD Organizational Charts using MS Visio and update Policies & Procedures (P&Ps) in response to evolving business needs.
- Exception Remediation: Investigate Non-Core Default and Servicing findings. Perform "deep-dives" into multiple Loan Origination Systems (LOS) to identify document breaches and data errors.
- High-Risk Auditing: Conduct daily audits to identify and correct discrepancies in Address, Principal Reductions, Points/Fees, and CA Active Loan license mismatches.
- Quality Feedback: Generate Penny Quality feedback for all MFD findings.
- Tall Bar Analysis: Produce monthly trend reports and "Tall Bar" analysis for Penny Quality, Five9 Closing Hotlines, and Closing Disclosure/Rush requests.
- Vendor & Agent Oversight: Manage bi-monthly reporting for Closed Loan Package (CLP) Violations (both Deutsche Bank and Tampa Mail Room breaches); perform direct follow-ups with Settlement Agents for remediation.
- SLA & Pipeline Monitoring: Maintain weekly Aged Penny Quality reports and real-time SLA trackers via Google Sheets.
- Implementation Oversight: Update and manage the Monthly TPO Rey Communication Playbook and Early Check / LQA Matrix projects, ensuring all stakeholders are trained on updates.
- Condition Management: Monitor and manage TPO & Non-Del+ PTP conditions using RIMS reporting.
- Site Initiatives: Support site culture through inclusion initiatives, including the physical management and stocking of the office snack cart and delivery logistics.
- Perform all other duties as assigned
Benefits
- Comprehensive Medical, Dental, and Vision
- Paid Time Off Programs including vacation, holidays, illness, and parental leave
- Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
- Retirement benefits, life insurance, 401k match, and tuition reimbursement
- Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
