Lead process improvement initiatives and optimization of complex processes
Perform analysis of operational processes and recommend automation, optimization, and modernization opportunities
Support leadership by assisting with requirements, prioritization, and strategic planning.
Analyze, document, and map operational processes to ensure alignment with project objectives.
Lead UAT strategy, risk identification, test planning, and defect escalation
Oversee requirements, process mapping, user stories, and acceptance criteria, ensuring cross‑functional alignment
Evaluate downstream system impacts and coordinate solutions with IS and reporting partners.
Represent Servicing Operations in governance, steering committees, and cross‑departmental discussions.
Manage high‑visibility reporting, documentation, and communication for senior leadership.
Mentor and provide subject‑matter guidance to Servicing Operations Analyst team members.
Support regulatory, compliance, audit, and risk management activities through expert‑level analysis.
All other duties as assigned.

Requirements

High School Diploma or equivalent required.
Minimum of 7 years of experience in business analysis, process engineering, or related discipline.
Proven track record of leading complex requirements and driving transformation initiatives.
Expert-level expertise in mortgage servicing operations and associated systems.
Strong proficiency with Microsoft Office, including advanced Excel.
Advanced SQL proficiency.
Demonstrated ability to influence stakeholders and support effective decision-making.
Exceptional written, verbal, and executive-level communication skills.
Strong analytical and critical-thinking abilities, with experience in data analysis and root cause identification preferred.
Ability to independently manage multiple high-priority initiatives simultaneous
Experience working within Agile, Waterfall, and hybrid project delivery methodologies.

Benefits

Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance
Time Off: Paid holidays, vacation, and sick leave
Retirement & Investment: Matching 401(k) plan and employee stock purchase plan
Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
Employee Recognition: Programs that celebrate achievements and milestones
Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

business analysisprocess engineeringrequirements gatheringprocess mappingUAT strategyrisk identificationtest planningadvanced SQLdata analysisroot cause identification

Soft Skills

influencing stakeholdersdecision-makingwritten communicationverbal communicationexecutive-level communicationanalytical thinkingcritical thinkingmentoringstrategic planningmulti-tasking