Analyst, Rsrch Bus Con II

Summary:

The Analyst, Rsrch Bus Con II (Research Business Control) performs assigned functions within Correspondence & Research in a timely and accurate manner, while ensuring compliance with all state, federal and investor guidelines. Duties may include, but are not limited to, coordinating audit/examination requests and responses, reviewing and responding to quality control reviews and processing exception reports. In addition, the analyst is expected to assist with special projects and provide support where required as volumes and needs dictate.

Essential Job Functions:

• Review credit reporting exception reports provided internally or by credit agencies. Document research and findings and implement corrections as necessary at the account and/or process level.

• Provide internal quality control for the Correspondence & Research department.

• Recommend additional controls based on observed deficiencies.

• Coordinate updates to Process & Procedures and job aids.

• Research accounts noted on quality control reviews, examinations, or audit requests as out of standard/policy exceptions and provide information needed to respond in a timely manner. Provide information/documentation necessary to refute the observation or identify the root cause and suggest corrective action(s).

• For selected processes, review a population of accounts for adherence to established standards and timeframes. Document research and findings, providing recommendations at the account and/or process level.

• Facilitate departmental regression testing for scheduled system enhancements.

• Assist with acquisitions and sales activities as needed and directed.

• Implement changes to Fiserv scripts for purposes of improving the end user experience.

• Assist with the accumulation, categorization, and tracking of customer service issues. As needed, assist in identifying root cause issues and possible corrective actions at both an account and process level.

• Maintain regular and punctual attendance.

Other Related Duties:

Performs other related duties as assigned.

Supervisory Responsibilities:

This position has no supervisory responsibilities.

Education and/or Experience:

• Bachelor's degree (B.A.) from four-year college or university; or three to four years related experience and/or training; or equivalent combination of education and experience.

• Minimum 3 years mortgage servicing experience.

• Proficient in Microsoft Office.

• Excellent written and verbal communication skills.

• Good organizational and follow-up skills.

• Self-motivated.

Language Skills:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Customer Service Relationships:

Assesses and diffuses problem situations and requires influencing others to reach consensus. Requires tact and diplomacy to handle difficult customer relationships. Explores alternatives and creative solutions to meeting the needs of customers.

Work Complexity:

Tasks are multiple and diverse with some interrelationship across processes. Work requires the direct application of a variety of procedures, policies and/or precedents.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

Equal Employment Opportunity:

Freedom Mortgage is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. Freedom Mortgage Corporation may change the specific job duties with or without prior notice based on the needs of the organization.