NightOwl Consulting

Sales

• Cold Calling & Lead Generation: Proactively reach out to potential clients, identifying and qualifying leads while maintaining a warm and professional approach.
• Appointment Setting & Follow-ups: Schedule meetings for team members and follow up with prospects to nurture relationships and guide them through the sales process.
• Sales & Client Engagement: Sell staffing direct-hire and staff augmentation services, clearly communicating value and fostering long-term client relationships.
• CRM & Database Management: Maintain accurate records of interactions in the CRM system to ensure streamlined communication and organized follow-ups.
• Customer Support & Product Assistance: Address customer inquiries via phone, email, and chat, providing support for products and services while resolving concerns effectively.
• Market Research & Industry Awareness: Stay informed on industry trends and insights to provide relevant information to potential clients.
• Compliance & Call Guidelines: Follow scripts and company policies while adhering to industry regulations regarding outbound calls.
• Performance & Target Achievement: Meet or exceed call, sales, and revenue targets while maintaining a focus on customer satisfaction.
• Networking & Relationship Building: Expand professional connections through networking events, associations, and social media platforms.
• Training & Continuous Improvement: Participate in training sessions to enhance product knowledge, customer service, and sales techniques.

Dialer – US Sales Team

Administration

• Manage the company's Learning Management System (LMS), including resetting passwords, adding and removing user accounts and groups, marking learner completions, troubleshooting system issues, creating online and instructor-led training (ILT) courses, managing the user interface, scheduling learning activities, and generating reports.
• Administer the LMS support inbox by responding to user inquiries, resolving issues, and meeting established service level expectations.
• Coordinate compliance course launches, ensuring all deadlines and course requirements are met.
• Manage and prioritize audit requests, ensuring timely and accurate responses.
• Create and maintain end-user documentation to support regulatory and compliance requirements, including the accurate assignment of required training.
• Generate reports for learners, instructors, and management, collaborating with HRIS, Compliance, and LMS support teams as needed.
• Maintain internal HR knowledge-sharing sites by updating content, managing user access, troubleshooting issues, and generating reports.
• Serve as the primary point of contact for internal stakeholders and external vendors, coordinating system enhancements and providing user training.
• Maintain department intranet sites and collaborate with internal partners to support site development and updates.
• Manage and maintain the department's central file repository, including audits, content updates, training materials, and file organization.
• Create learning materials such as job aids, user guides, graphics, and other supporting documentation.
• Partner with Learning Specialists and Instructional Designers to manage courses and learning curricula within the LMS.
• Collaborate with subject matter experts to develop learning content using adult learning principles, including storyboards, scripts, and assessments.
• Develop engaging eLearning content and microlearning resources using video animation and multimedia tools while staying current with learning technologies, trends, and best practices.

LMS Administrator

Reviewer

• Pre-underwrite loan files by reviewing borrower documentation such as credit reports, income documents, and assets to ensure accuracy and completeness.
• Assist with income calculations and verify supporting documents.
• Support senior underwriters in identifying potential risks and issues in loan applications.
• Ensure all loan applications comply with company policies, investor requirements, and regulatory guidelines.
• Communicate with internal stakeholders and lenders to resolve issues and ensure timely processing of loan applications.
• Maintain up-to-date knowledge of mortgage products and underwriting guidelines for Conventional, FHA, VA, and other loan types.

Pre-Underwrite Reviewer

Executive Assistant

• Email Management: Efficiently manage and prioritize the executive's email correspondence, ensuring timely responses and appropriate follow-ups.
• Phone Calls: Handle both inbound and outbound calls as needed
• Calendar Management: Maintain and organize complex calendars, schedule appointments, and coordinate meetings with internal and external stakeholders. (use of Calendly is integrated)
• Bookkeeping: Provide light bookkeeping support, including expense tracking, invoice processing, and financial documentation organization.
• Marketing Support: Utilize Canva for designing professional and visually appealing presentations, marketing materials, and other collateral as needed. This may include graphics such as thank-you notes, birthday cards, etc.
• Social Media: Coordinate a social media calendar to ensure all posts make it to the appropriate medium.
• Travel Coordination: Arrange and coordinate travel plans, accommodations, and itineraries for business-related trips.
• Document Preparation: Draft and edit correspondence, reports, and other documents on behalf of the executive team.
• Meeting Coordination: Prepare meeting agendas, attend meetings as needed, and compile meeting minutes. Ensure effective communication and collaboration within the team.
• Project Management: Assist in managing special projects, ensuring they are completed accurately and on time.

Analyst

• Provide responsive, first-level technical support for desktops, laptops, mobile devices, printers, and software, both onsite and remotely.
• Manage and prioritize incoming support requests via Zendesk ticket queue, email, phone, and other communication channels.
• Set up new user accounts and email addresses, configure Outlook desktop, and perform password resets.
• Assist users with Multi-Factor Authentication (MFA) setup and troubleshooting.
• Perform onboarding and offboarding tasks, including equipment setup, software configuration, and access provisioning or deprovisioning.
• Install and uninstall software applications as needed based on department requirements.
• Troubleshoot and resolve hardware, connectivity, Windows OS, VPN, VoIP, scanning/printing, and browser-related issues.
• Utilize tools such as ScreenConnect for remote support and Tanium for asset management and inventory tracking.
• Collaborate with other IT teams and escalate issues as appropriate, balancing urgency and impact to minimize downtime.
• Ensure all support activity is well-documented in accordance with internal standards and service-level agreements (SLAs).
• Contribute to technical documentation, knowledge bases, and SOPs to support continual service improvement.
• Stay informed of evolving technologies, particularly those related to Windows environments and enterprise software tools.

IT Service Desk Analyst

Learning and Development

• Lead the design, development, and continuous improvement of training programs, courses, and learning materials for operational teams, utilizing instructional design methodologies and adult learning best practices.
• Develop, update, and maintain Quick Reference Guides (QRGs), job aids, HUB pages, e-learning modules, and process documentation across multiple formats and delivery channels.
• Partner with subject matter experts across processing, underwriting, and other business functions to capture accurate workflows and translate complex processes into clear, practical, and actionable learning content.
• Conduct training needs assessments to identify skill gaps, knowledge deficiencies, and performance improvement opportunities, and recommend targeted learning solutions.
• Translate underwriting guidance, quality control (QC) feedback, regulatory updates, and operational changes into effective training materials, process documentation, and learning resources.
• Evaluate training effectiveness through learner feedback, assessments, performance metrics, and operational outcomes, and continuously refine content based on results.
• Ensure all training materials accurately reflect current operational workflows, policies, procedures, and business practices.
• Identify gaps in documented processes, training content, and operational execution, and implement updates to improve consistency, efficiency, and knowledge transfer.
• Maintain training content within the BM HUB, ensuring proper organization, version control, accessibility, and ongoing content governance.
• Monitor recurring operational issues and performance trends, providing recommendations to enhance training programs, process documentation, and workflow execution.
• Support onboarding materials, new hire training initiatives, and targeted learning programs as needed to meet business and operational objectives.
• Perform other duties and responsibilities as assigned.

Instructional Designer

Risk

• Determine the inherent risk tier (Tier 1, Tier 2, or Tier 3) for every third party prior to contracting or engagement, consistent with the criteria defined in TPRM02.
• Perform and document inherent risk assessments during onboarding, according to the policy reassessment schedule (annual for Tier 1 and bi-annual for Tier 2 vendors), and whenever a material change occurs in the vendor relationship.
• Administer the due diligence process, including the issuance and evaluation of vendor due diligence questionnaires (DDQs), SOC 1 and SOC 2 reports, financial statements, insurance certificates, business continuity and information security documentation, and licensing or regulatory standing.
• Maintain the authoritative third-party inventory, including assigned risk tier, services provided, data classification, system access, contract status, and all supporting documentation.
• Administer the Company’s vendor management software platform, including profile setup, document collection, workflow configuration, expiration tracking, contract repository management, and audit history maintenance.
• Monitor all vendors, contractors, and third-party counterparties against the FHFA Suspended Counterparty List (SCL) prior to engagement and on a recurring monthly basis; immediately escalate any matches to General Counsel and Compliance.
• Coordinate contract reviews with Legal to ensure all required clauses are included, including information security, confidentiality, audit rights, subcontracting, breach notification, business continuity, termination, and return or destruction of data provisions.
• Track and report vendor incidents, performance issues, breaches, and remediation activities; communicate findings to business owners and escalate material concerns to the Risk Management Committee.
• Maintain documentation of vendor reviews, due diligence activities, identified risks, and required remediation efforts; provide training to business owners on intake and approval workflows.
• Administer the vendor termination process, including coordination of the return of Company property and the return or destruction of Company data and information in accordance with legal and regulatory requirements.
• Document and route policy exceptions for approval by the Third-Party Risk Manager and, when required, the Risk Management Committee.
• Prepare periodic TPRM reporting and performance metrics for senior leadership, the Risk Management Committee, internal audit, external examiners, investors, and warehouse lenders.
• Support audits and regulatory examinations by producing vendor inventories, risk assessments, due diligence files, and program documentation upon request.
• Coordinate with the AI Governance Committee on due diligence and risk tiering activities related to third-party AI solutions and AI-enabled vendor features, consistent with RAIG01 Section 10.
• Lead the annual review of the Third-Party Risk Management Policy (TPRM02) and recommend revisions for approval.
• Perform other duties and responsibilities as assigned.

Third-Party Risk Manager

• Manage the CIO’s calendar and coordinate scheduling across designated IT and Training leaders, proactively resolving conflicts, protecting focus time, and organizing recurring leadership meetings, including monthly Senior Leadership Team sessions.
• Prepare meeting agendas, capture and distribute notes, track action items, and follow up on outstanding deliverables to ensure timely completion.
• Draft, edit, and manage correspondence on behalf of the CIO and designated leaders; triage incoming requests and direct them to the appropriate stakeholders.
• Coordinate domestic and international travel arrangements, develop detailed itineraries, and process expense reports for the CIO and designated leadership team members.
• Support contract administration, vendor onboarding, and renewal processes in partnership with procurement teams; monitor key dates and route documentation for review and approval.
• Maintain departmental records, distribution lists, organizational charts, and shared documentation, ensuring accuracy, version control, and appropriate access permissions.
• Monitor deliverables, milestones, and deadlines across IT initiatives; coordinate cross-functional collaboration and provide leadership with clear visibility into project status and progress.
• Handle sensitive personnel, security, financial, and vendor information with the highest level of professionalism, confidentiality, and compliance with company data security policies.
• Perform other duties and responsibilities as assigned.

IT Executive Assistant

Business Intelligence Developer

• Design, build, and maintain Power BI reports and dashboards that are accurate, high-performing, and easy for business users to navigate.
• Develop and optimize data models, measures, and DAX calculations to support reliable, scalable, and reusable reporting across the organization.
• Connect to, transform, and prepare data from multiple source systems, including the loan origination system, using SQL and Power Query to create clean, analysis-ready datasets.
• Collaborate with business stakeholders to gather requirements, translate business needs into meaningful metrics, and deliver actionable reporting solutions.
• Manage Power BI workspaces, datasets, scheduled refreshes, and row-level security to ensure reports remain current, secure, and accessible to the appropriate users.
• Analyze reporting results to identify trends, anomalies, and business opportunities, and present insights and recommendations to stakeholders.
• Validate data accuracy against source systems, document report logic and data sources, and adhere to established data governance, compliance, and security standards.
• Stay current with Power BI enhancements, emerging BI technologies, and industry best practices, proactively recommending improvements to reporting performance and self-service analytics capabilities.
• Perform other duties and responsibilities as assigned.

Power BI Engineer

Graphics Designer

• Develop and execute digital design projects for social media, ensuring all visuals are engaging and on-brand.
• Create visually appealing email templates and website designs that enhance user experience.
• Collaborate with the marketing team to produce cohesive and effective digital campaigns.
• Utilize Adobe Creative Suite, including but not limited to InDesign, to create high-quality design assets.
• Ensure all designs are logically constructed and convey the desired message effectively.
• Maintain brand consistency across all digital platforms.

Digital, Graphic Designer

Customer Support

• Manage the loan boarding process to subservices, ensuring accuracy and efficiency.
• Wire escrow funds as required and manage fund disbursements.
• Deliver and maintain servicing images and documents.
• Manage, track, and resolve missing documents and conditions.
• Audit and reconcile daily subservicing reports to verify accurate boarding data.
• Conduct weekly operational calls with subservices to ensure alignment and address issues.
• Regularly audit daily and monthly subservicing reports.
• Generate and provide detailed reports to management for early delinquency audits.
• Monitor alerts on loan payoffs to manage timely responses.
• Conduct comprehensive monthly, quarterly, and annual audits.
• Support the Accounting and Compliance teams during annual audits and custodian audits, as well as state regulatory audits.