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