Mortgage Servicing Loan Boarding & Transfer Analyst

Citizens Bank•Glen Allen, VA

2d•Hybrid

About The Position

The Business Systems Analyst (BSA) supports mortgage servicing operations by analyzing, implementing, and enhancing business processes, system functionality, and data integrations. This role partners with business stakeholders, technology teams, and vendors to support servicing transfers, loan boarding, data conversions, system enhancements, and regulatory compliance.

Requirements

Planning & Organizational Skills
Data Analysis
Process Improvement
Systems Thinking
Communication and Collaboration
Problem Solving
Attention to Detail

Nice To Haves

Experience with mortgage servicing operations.
Proficiency with ICE’s MSP Platform.
Advanced Microsoft Excel skills.
Strong analytical and problem-solving skills.
Excellent verbal and written communication skills.
Ability to manage multiple projects and priorities simultaneously.
Servicing transfer or acquisition experience.
Proficiency with ICE’s Loan Boarding Tool.
Experience with data mapping, data conversion, and system integrations.
Experience supporting regulatory, audit, and risk initiatives.

Responsibilities

Serve as an operational and technical resource for incoming and outgoing mortgage servicing transfers.
Coordinate transfer activities with internal business partners, external servicers, vendors, and investors.
Analyze servicing data files, data dictionaries, and loan-level information to ensure successful transfer and conversion activities.
Develop and maintain project plans, milestone tracking, issue logs, and readiness reviews.
Support due diligence, balancing, reconciliation, conversion validation, and post-transfer activities.
Coordinate borrower communication requirements related to servicing transfers, including regulatory notices and welcome communications.
Analyze loan-level servicing data and map source fields to target servicing platform requirements.
Conduct data mapping sessions with business stakeholders and vendors.
Evaluate proposed mapping changes and document business requirements.
Implement approved mapping updates in test and production environments.
Validate conversion results and troubleshoot data discrepancies.
Maintain supporting documentation for mapping changes, testing results, and production implementations.
Oversee daily loan boarding activities.
Validate data integrity and reconcile loan boarding files against source documentation.
Monitor conversion reports and investigate exceptions, rejects, and system errors.
Support boarding of newly originated and acquired loans into the servicing platform.
Coordinate issue resolution with vendors and technical support teams.
Gather, analyze, document, and validate business requirements.
Evaluate current workflows and identify opportunities to improve efficiency, controls, and automation.
Develop business process documentation, procedures, job aids, and operational controls.
Partner with stakeholders to implement process improvements and system enhancements.
Support change management activities and production implementations.
Develop test plans, test scenarios, and expected results.
Coordinate User Acceptance Testing (UAT), System Integration Testing (SIT), and conversion testing activities.
Facilitate issue tracking, defect resolution, and testing sign-off processes.
Validate production results following system changes, conversions, and enhancements.
Ensure appropriate quality control reviews are completed and documented.
Support MSP mortgage servicing platform functionality and related ancillary applications.
Execute mass updates and system maintenance activities using approved controls and procedures.
Research and resolve production issues impacting servicing operations.
Collaborate with technology teams and vendors on incident resolution and system enhancements.
Support data requests, reporting requirements, and operational reviews.
Ensure activities comply with regulatory requirements, investor guidelines, and internal policies.
Support risk assessments, audits, regulatory examinations, and control validation activities.
Assist with remediation efforts, issue management, and control documentation.
Maintain evidence and documentation supporting operational controls and quality reviews.
Partner with Mortgage Servicing Operations, Default Operations, Customer Experience, Compliance, Risk, Legal, Accounting, Investor Reporting, and Technology teams.
Coordinate activities with external vendors, boarding platforms, and servicing transfer partners.
Present recommendations, project updates, and findings to stakeholders and management.