Customer Experience Analyst
About The Position
About Us Finance of America helps homeowners 55+ access the equity they’ve built while staying in full control of their home and their financial future. Through a range of reverse mortgage solutions, we help customers shape the retirement they’ve earned while continuing to evolve how we serve and work together. Joining Finance of America now means stepping into a period of momentum and growth, with teams actively shaping what comes next and opportunities to make an impact and grow your career. Purpose of Role Responsible for supporting the management, prioritization, and resolution of internal and external customer inquiries with clarity, accuracy, and professionalism. Conducts loan-level reviews using keyword and pattern analysis to surface concerns, improve processes, and support timely resolution of customer issues while collaborating closely with cross-functional partners.
Requirements
- Minimum 3 years of experience in the mortgage industry; servicing or customer-facing experience preferred.
- Strong understanding of mortgage industry practices, including complaints management, borrower experience, and reverse, forward, or commercial products.
- Strong research, analytical, and problem-solving skills with the ability to identify trends and summarize findings.
- Strong written and verbal communication skills, exceptional attention to detail, and the ability to identify trends or issues within customer interactions.
- Proficiency in Microsoft Office products (Excel, Word, Outlook) and ability to learn new systems and applications.
- Strong interpersonal skills, teamwork orientation, and ability to perform effectively in a fast-paced, highly visible environment.
- Demonstrated adaptability in a dynamic organizational setting.
- Ability to apply sound judgment and strategic thinking when evaluating issues or making decisions.
- High School Diploma or GED
- Business, Finance, or related field.
Nice To Haves
- Demonstrated experience partnering with cross-functional leadership preferred.
- Familiarity with CFPB regulations, GSE guidelines, and FHA/HUD requirements preferred.
- Bachelor's Degree
Responsibilities
- Serves as the primary point of contact for internal teams and external customers regarding inquiries, issues, and information requests.
- Responds to inquiries across multiple channels with professionalism, accuracy, and timely follow-up.
- Maintains complete and accurate documentation of customer interactions to support resolution and recordkeeping requirements.
- Collaborates with Operations, Compliance, Servicing, and other teams to gather information and resolve customer concerns.
- Conducts detailed loan-level reviews using keyword searches and established criteria to surface trends or emerging issues.
- Analyzes customer communications to identify recurring themes, patterns, or potential process gaps and escalates findings as needed.
- Prepares clear written responses, summaries, reports, and dashboards outlining review results, trends, and recommended actions.
- Supports continuous improvement efforts by participating in training, calibration sessions, and workflow enhancement initiatives.
- Recommends updates to procedures or review methodologies based on identified trends or customer feedback.
- Maintains a high standard of professionalism, grammar, and clarity in all written and verbal communication.
- Performs other duties as assigned.
Benefits
- We offer a competitive benefits package including health, dental, vision, life insurance, paid time-off benefits, flexible spending account, 401(k) with employer match, and ESPP.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
