Loan Servicing Operational Business Analyst

3+ years of experience in mortgage loan servicing, with a focus on operations, quality control, or audit support.
Strong understanding of servicing systems and regulatory requirements (e.g., RESPA, CFPB).
Advanced proficiency in Excel and experience with data analysis tools (e.g., SQL, Tableau, Power BI), preferably.
Excellent analytical, organizational, and problem-solving skills.
Strong written and verbal communication with attention to detail.
Ability to manage multiple priorities in a fast-paced environment.

Serve as the primary point of contact for internal and external audit and quality control requests.
Coordinate document collection, data validation, and response drafting to ensure timely and accurate audit submissions.
Monitor and analyze escalated servicing issues, borrower complaints, and systemic incidents.
Identify trends, root causes, and process gaps contributing to recurring issues.
Collaborate with department leaders to develop action plans and preventive controls to reduce future occurrences.
Work closely with operations, compliance, technology, and customer experience teams to drive cross-departmental alignment on process improvements.
Participate in project planning and system enhancements impacting servicing operations.
Prepare executive summaries and performance reports with actionable insights for leadership review.
Evaluate existing workflows and servicing processes to identify inefficiencies and recommend improvements.
Partner with cross-functional teams to implement process enhancements that improve quality, reduce risk, and drive productivity.
Develop dashboards and reporting tools to monitor key performance indicators and service level adherence.
Write and update servicing SOPs—with general supervision.
Establish priorities among multiple projects with help from the Director of Loan Administration.
Other duties as assigned by management.

Prefer project management skills.
Working knowledge of mortgage servicing documentation and terminology.
Proficiency in using and learning Google-based software and third-party platforms.
Bachelors degree preferred.