Client Correspondence Business Analyst

Truist Bank•Greenville, SC

19h•Onsite

About The Position

Provides strategic support to Mortgage Servicing Line of Businesses in delivering an excellent client experience throughout the servicing life-cycle.

College Degree or five years or more of experience in Mortgage Industry, or equivalent education and related training or experience.
Deep passion for delivering an excellent client experience that leads to sustainable homeownership, and deep understanding of mortgage client journey that starts before application and goes beyond paying off the mortgage.
Strong communication (verbal and written) and interpersonal skills to fully identify client and LOB needs
Ability to flex and adapt to constantly shifting priorities in a fast paced and ever-changing environment
Ability to produce results by stretching for what is ideal in the long run and settling for what is doable in the short term.
Ability to collaborate with all levels of teammates to bring projects to fruition.
Strong analytical and presentation skills required to use data to weave a cohesive narrative around client experience initiatives.
Basic computer navigation and keyboarding skills, including ability to multi-task and navigate between multiple systems.

Five years of managerial and/or project management experience in a call center environment.

Analyzes MCS, MPS, HPCR, and DCC call data, VOC surveys, complaints data, and call samples to identify trends that illuminate Client Experience areas in need for improvement.
Monitor self-service analytics, compares to desired servicing benchmarks, and identifies areas of improvement.
Works with Servicing LOBs, and supporting departments to identify opportunities for improvements to policies, procedures, processes, tools and resources that satisfy all regulatory, investor, and credit risk requirements, while delivering a client experience that is simple, straightforward, and one that leads to higher client satisfaction and financial confidence.
Provides support and engages CID team as appropriate to ensure client communications are aligned with the goals of servicing client experience.
Provides strategic support to MCS, MPS, HPCR, and DCC teammates with conversation guides to promote client centric interactions that inspire trust.
Provides support to Servicing Client Experience and Client Correspondence Manager to tell a cohesive client experience story to mortgage servicing to gain buy-in for new client experience initiatives.