Operations Business Analyst Sr.
Cenlar

Job Info

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The Operations Business Analyst provides detailed and summary reporting to assist in the monitoring of the quality, processing timeliness and regulatory compliance. The Analyst works with a cross-functional team in planning, developing and implementing initiatives around both new and existing processes and identifies and executes on strategies to improve workflow through automation and/or enhanced reporting. This position manages and executes a schedule of daily, weekly and monthly reports to provide detail and summary reports for the purpose of monitoring the work of the processing vendor.

Responsibilities:

• Provides detailed and summary reporting to assist in the monitoring of the quality, processing timeliness and regulatory compliance
• Works with a cross-functional team in planning, developing and implementing initiatives around both new and existing processes
• Identifies and executes on strategies to improve workflow through automation and/or enhanced reporting
• Partners directly with business owners to implement solutions to process defects
• Creates task plans and action items for tracking projects, timeline adherence, and follow-ups with business units
• Manages and executes a schedule of daily, weekly and monthly reports to provide detail and summary reports for the purpose of monitoring the work of the processing vendor
• Develops, runs and quality controls ad-hoc reports as requested
• Builds and maintains relationships with key individuals within the organization business teams and use these relationships to align needs within the department and initiate process changes
• Proposes recommendations to business units to drive solutions for process gaps and coaching opportunities
• Works directly with staff on implementation of projects; facilitate and initiate staff ideas
• Coordinates staff participation committees; develops internal agendas or working group; establishes formal feedback and meeting assessments
• Develops and provides management with monthly Compliance tracking reporting for request volume, Compliance committee reporting, audit findings and project status and procedural updates
• Manages and oversees process improvement ("PI") project pipeline for the department; assess and determine projects' priority
• Reviews all call volume trends relating to functions in the department; assesses and determines projects needs to reduce higher volume trends
• Reviews monthly quality reports for and identifies gaps for PI
• Assesses and evaluates audit findings for PI project initiations
• Evaluates options available for recommendations of enhanced business solutions and manages the tracking of all findings within the database
• Runs monthly reporting and partners with Corporate Accounting to bill clients for work completed by the department in the prior calendar month
• Develops, maintains and monitors reporting to ensure department compliance with regulatory requirements, procedures and client service-level agreements
• Provides analysis, trending and forecasting to management pertaining to staff quality performance, functional workflow, portfolio composition and functional volume
• Supports department management and staff by providing technical support for all applicable business functions
• Assumes a directive role in designing new processes and programs
• Utilizes all technical tools available and appropriate to the position to support department initiatives and implement efficiencies
• Conducts regular reporting of departmental and staffing metrics, including monthly creation of productivity model for department management
• Provides departmental audit support, especially as it relates to reporting
• Develops dashboards to serve as monitoring tools and reports for assistance in managing risk and completing research more efficiently
• Reviews departmental processes to identify areas for quality or efficiency gains, and work with staff to implement any approved process changes
• Keeps abreast of developments within the broad area of IT and look for opportunities to apply them to the company/department goals
• Provides daily, weekly, and monthly updates to management, as necessary
• Assists with project support in reporting, root cause analytics, process mapping, and tracking/reporting of results
• Drives internal department initiatives through project management and coordination of activities.
• Appropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar's reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Transfer Operations:

• Develops reports, dashboards, KPIs, scorecards, trending and other business tools to meet business needs
• Analyzes processes and data by extracting complex data from several reporting sources/environments
• Identifies, analyzes, and interprets trends or patterns with complex data sets and makes recommendations
• Maintains, creates, and updates databases and prepares data reports
• Processes ad-hoc reports to answer business questions
• Conducts testing and roll out of all projects/process improvements to ensure dashboards and reports meet business needs
• Understands ongoing requests and translates them into reports for team members and other stakeholders
• Maintains and utilizes various SharePoint Lists, SP Workflow, MS Access, MSP Tasks, MSP Transactions/ Scripts, Outlook Advanced Templates/ forms/ Custom Fields for shared mailboxes, etc. solve to support business process needs
• Works with Servicing Reporting for ongoing reporting and Database needs requiring advanced automation or ongoing Client/Business delivery
• Maintains, creates, and updates various departmental SharePoint sites and databases including acting as administrator and maintaining controls/procedures as required. Including maintaining departmental tool matrix
• Identifies and implements compliance related changes/updates, as identified by legal and/or compliance committee
• Acts as engaged team member to represent department in PMO related projects and/or Implementation calls
• Moderates weekly client meetings during the interface development process
• Manages report cards by client for the various transfer operations departments
• Performs capacity tracking where feasible by reportable transactions
• Supports various departmental monthly projects and coordinate tasks such as monthly MOR, reports, etc.
• Develops and maintains test queries for all new loan flow and transfers (pre and post) by ensuring the data remains logical and correct; provide trending and analytics that assist in review of data by team members and leadership team
• Facilitates testing required by new clients as part of the New Client Integration process; Supports development requires outlined in client Statements of Work as assigned and other projects from start to finish including coordination between client, IT, LOB, and Technology
• Supports Internal or Third-party Exams / Audits through data gathering, data analysis and information maintenance
• Coordinates training activities related to department databases, i.e., internal workstations, etc.
• Acts as back-up support for Supervisor or Manager for Data, Testing, or Reporting efforts as needed

Credit Union Team

• Constructs and maintains a weekly, monthly, and annual Dashboard with key metrics; This will be a consolidation point for the Credit Union information, Including: Credit Union NPS(survey) score data, complaint data, default information, call statistics and other critical information that helps "tell the story"
• Monitors transactional survey responses; mine responses for patterns and trends
• Works within the organization to identify each touch point for the Credit Union Clients and their Members to provide analysis and trending on the member and client experience
• Analyzes processes and data by extracting complex data from several reporting sources/environments
• Identifies, analyzes, and interprets trends or patterns with call volume data, complaint data, NPS score data and makes recommendations
• Reviews call volume trends relating to functions from the performing and non performing call centers; assesses and determines projects needs to reduce higher volume trends
• Monitors transactional survey responses; mine responses for patterns and trends
• Understands the Member's journey; serves as the advocate for and the voice of the member on programs/projects within company
• Understands ongoing requests and translates them into reports for team members and other stakeholders
• Assist with other duties as assigned

Qualifications:

• Bachelor's degree or equivalent experience
• 5+ years of Mortgage Banking industry experience preferred
• Project management/leadership and/or business analyst experience preferred
• Leadership skills with proven track record of collaboration and influencing others
• Experience working with Black Knight Financial systems (Process Management, MSP, etc. and/or familiar with other mortgage servicing systems)
• Net Promoter management tool experience and proficiency in Net Promoter survey methodologies preferred
• Excellent critical thinking and logical reasoning abilities
• Strong desire to learn and understand processes with ability to translate learnings into actionable tasks
• Organizational and prioritization skills
• Self-motivated
• Excellent verbal and written communication skills
• Advanced technical skills specifically in Excel, Access, SQL, and SharePoint a plus
• Ability to multi-task
• Ability to work with all levels of individuals as a team player or in leadership role
• Excellent presentation and communication skills; both creation and execution
• Passionate about customer service, client relationships and success
• Ability to identify and prevent escalations; to problem solve and achieve win-win outcomes; a passion for uncovering then addressing customer satisfaction challenges

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