Senior Mortgage Insurance Operations Analyst

Anza Mortgage Insurance Corporation • Winston-Salem, NC

141d

About The Position

Responsible for supporting and executing end-to-end processes within the Servicing & Claims Administration department, from MI activation through claim payment. This role plays a key part in ensuring operational excellence, compliance, and customer satisfaction across the ANZA MI portfolio. Deliver stellar customer service to ANZA MI Customers (Internal and External, Vendors and Business Partners)

Requirements

• Proven expertise in managing servicing inquiries and requests with accuracy and professionalism
• Strong knowledge of claims processing, including both initial and supplemental claims
• Exceptional time management abilities, with demonstrated skill in balancing multiple priorities and meeting tight deadlines
• Superior written and verbal communication skills, with the ability to convey complex information clearly and effectively
• Strong active listening and interpersonal skills
• Demonstrated excellence in customer service and conflict resolution, ensuring positive outcomes for all parties
• Well-developed research and decision-making capabilities
• Experience mentoring and coaching peers or junior team members
• Ability to thrive both independently and collaboratively within a dynamic, fast-paced environment
• Proactive and resourceful problem solver with a focus on innovation and continuous improvement
• Self-motivated and results-oriented, with a strong sense of ownership and accountability
• Proven ability to navigate cross-functional collaboration, managing relationships and expectations across multiple stakeholders
• Skilled in handling sensitive or complex situations with tact, diplomacy, and professionalism
• Strong relationship management and interpersonal skills
• Unwavering integrity and ethical standards
• Proficient in Microsoft Office Suite, Google Workspace, Adobe Acrobat/Acrobat Pro, collaboration tools (e.g., Slack, Teams), and the Windows operating system
• 5+ years relevant experience required

Nice To Haves

• Bachelor’s degree or equivalent experience preferred

Responsibilities

• Deliver exceptional service to all ANZA MI stakeholders, including internal teams, external clients, vendors, and business partners.
• Ensure adherence to all Servicing & Claims policies and procedures as defined by the MI Operations Group.
• Manage operational workflows related to mortgage insurance servicing and claims with a focus on accuracy, efficiency, and compliance.
• Support client use of the Online Self-Service Portal and provide troubleshooting or guidance as needed.
• Collaborate cross-functionally to support other departments, promote teamwork, and contribute to the broader goals of the organization.
• Monitor and report on key operational metrics, service levels (SLAs), and performance trends.
• Analyze customer behavior and operational trends to identify areas for improvement or automation.
• Drive continuous improvement by identifying and implementing process enhancements and automation opportunities.
• Support production reporting and trend analysis for operational planning and decision-making.
• Participate in system testing, report validation, and quality control efforts.
• Assist in the preparation for and execution of internal, external, and SOX audits.
• Provide training and support for newly hired team members.
• Manage and resolve escalated issues and complex service inquiries with professionalism and attention to detail.
• Contribute to strategic initiatives and cross-functional projects as assigned.
• Develop and maintain a comprehensive understanding of mortgage insurance operations (servicing and claims)

Benefits

• Competitive Compensation – Including salary and performance bonuses.
• Comprehensive Benefits – Health, dental, vision, and mental wellness support.
• Retirement Savings – 401(k) with company matching.
• Career advancement opportunities with business growth.
• Inclusive Culture – A diverse, collaborative, and supportive workplace where every voice is valued.
• Perks & Extras – Generous PTO, team events, wellness programs, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level