Sr. Product Management Support Analyst

First American•Usa, SC

About The Position

ServiceMac, a sub-servicing entity backed by experienced mortgage-servicing practitioners, provides technology, products, and services for the mortgage and real estate industries. The Sr. Product Management Support Analyst investigates complicated loan-level issues with business departments, documents outcomes, and advances process improvements through controls, workflows, and system enhancements. The role also assesses business processes, servicing-system configurations, training procedures, and standard operating procedures as issues are investigated. This seasoned servicing professional handles a wide range of complex requests and brings deep expertise in multiple areas of loan servicing. The analyst acts as part of a team responding to loan-level escalations and serves as a liaison and strategic partner between Valon Operating System partners and business and client-relations teams. The role identifies operational or system gaps, develops solutions, and may lead testing and implementation of new processes or hand them off to the business team.

Requirements

Typically requires a bachelor's degree or an equivalent combination of education and experience.
Typically requires 4–8 years of directly related loan-servicing experience.
Excellent organizational skills and ability to manage multiple priorities efficiently.
Strong written and oral communication skills to define business and technical parameters and lead a team in meeting business requirements.
Analytical skills.
Ability to investigate and understand how new technology functions.
Deep knowledge of multiple areas of loan servicing.
Business acumen.

Nice To Haves

Experience with the Valon Operating System.

Responsibilities

Research and resolve highly escalated and complex loan-related issues on the Valon Operating System.
Track issues through completion.
Evaluate business processes and interview internal and external customers to understand business requirements.
Identify problems, define business process requirements, research alternatives, assist in developing solutions, test solutions, and implement them across complete business processes.
Assess the implications of workflows and processes for the current business environment.
Create reports; research, analyze, and integrate data to identify and track trends; adjust project or process direction; and report important information to management and business partners.
Investigate complicated loan-level issues with business departments and document outcomes.
Drive process improvement through controls, workflows, and system enhancements.
Assess and document business processes, servicing-system configurations, training procedures, and standard operating procedures.
Serve as a member of a team responding to loan-level escalations.
Act as a liaison and strategic partner between Valon Operating System partners and business and client-relations teams to resolve issues and identify gaps in understanding or systems.
For newly identified processes, drive testing and implementation or hand off implementation to the business team.
Perform other duties as assigned.