Analyst, Research Business Consultant II

Freedom Mortgage

Research business control analyst reviewing mortgage-servicing exceptions, audits, and quality controls at Freedom Mortgage. Improving processes, controls, and customer-service outcomes for homeowners.

Posted 8/12/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in mortgage servicing, quality control processes, and effective communication. Proficient in analyzing credit reporting exceptions and implementing corrective actions to enhance operational efficiency.

Highest-signal resume keywords

Mortgage Servicing ExperienceQuality Control ProcessesMicrosoft Office ProficiencyWritten And Verbal Communication SkillsProblem-Solving Abilities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Credit Reporting AnalysisAccount ResearchProcess ImprovementData DocumentationRegression TestingMathematical CalculationsAlgebra And Geometry Application

Soft Skills

Organizational SkillsSelf-MotivationTact And DiplomacyCreative Problem Solving

Tools & Technologies

Fiserv Scripts

Industry Keywords

Quality ControlCustomer ServiceProcess-Level CorrectionsAccount ExceptionsDepartmental Coordination

About the role

Key responsibilities & impact

Review credit reporting exception reports from internal sources or credit agencies
Document research and findings and implement account- or process-level corrections
Provide internal quality control for the Correspondence & Research department
Recommend additional controls based on observed deficiencies
Coordinate updates to processes, procedures, and job aids
Research account exceptions identified through quality-control reviews, examinations, and audits
Provide documentation to refute observations or identify root causes and corrective actions
Review selected account populations for adherence to established standards and timeframes
Facilitate departmental regression testing for scheduled system enhancements
Assist with acquisitions and sales activities as directed
Implement changes to Fiserv scripts to improve the end-user experience
Accumulate, categorize, and track customer service issues
Identify root causes and corrective actions at account and process levels
Maintain regular and punctual attendance
Perform other related duties as assigned

Requirements

What you’ll need

Bachelor's degree (B.A.) from a four-year college or university; or three to four years of related experience and/or training; or equivalent combination of education and experience
Minimum 3 years of mortgage servicing experience
Proficiency in Microsoft Office
Excellent written and verbal communication skills
Good organizational and follow-up skills
Self-motivated
Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals
Ability to write routine reports and correspondence
Ability to speak effectively before customer or employee groups
Ability to calculate figures and amounts including discounts, interest, commissions, proportions, percentages, area, circumference, and volume
Ability to apply basic algebra and geometry concepts
Ability to apply common-sense understanding to written, oral, or diagrammed instructions
Ability to resolve problems involving several concrete variables in standardized situations
Ability to assess and diffuse problem situations and influence others to reach consensus
Tact and diplomacy in handling difficult customer relationships
Ability to explore alternatives and creative solutions to customer needs
Ability to sit frequently and talk or hear
Ability to occasionally stand, walk, use hands, reach with hands and arms, and lift or move up to 25 pounds

Benefits

Comp & perks

Reasonable accommodations for individuals with disabilities
Equal employment opportunity protections
Typical interior office work environment with moderate noise level