Sr Issues Management Analyst

Summary:

The Senior Analyst will be responsible for managing a pipeline of issues and process improvement opportunities identified throughout the Servicing Enterprise. The Senior Analyst will address issues, conduct root cause analysis, propose solutions, and execute on plans for resolution related to issue remediation and process improvement. The Senior Analyst provides support to various lines of business and Senior Leadership by managing issues and ensuring all timelines are met. The Senior Analyst will also partner with Legal/Compliance and Risk partners in tracking, analyzing, driving, and solutioning identified process gaps through remediation and completion.

Essential Job Duties and Responsibilities:

• Manage a pipeline of identified issues through the established issues management process by performing root cause analysis, proposing solutions, and ensuring all agreed upon remediation steps are completed timely and accurately.

• Maintain documentation with respect to all issues, which includes development and maintenance of remediation action plans with relevant owners and completion timelines to ensure each issue is managed accurately, efficiently and is properly documented through each step of the process

• Design and facilitate multiple meetings for each issue with multiple stakeholders including Senior Leadership, with a goal of fully understanding the scope, impact, and facts, as well as identify detailed remediation steps. Propose solutions to resolve/mitigate root cause.

• Capture and maintain detailed meeting minutes, as needed

• Apply critical thinking and analytical support to issue resolution to ensure impacted processes are being mitigated accurately and wholistically to mitigate existing and future risks, as well as create a sustainable process and control environment

• Responsible for partnering with Business Owners and other stakeholders, as needed, to ensure issues are remediated quickly and accurately. This may include timely and frequent follow ups, reoccurring meetings, and prompt escalation to Leadership

• Perform complex analysis of current process and control environment against identified gaps and proposed solutions to ensure corrective action mitigates risk and reoccurrence

• Act as a subject matter expert with extensive mortgage servicing knowledge, as well as understanding of business best practices, processes, and procedures to ensure issue remediation mitigates the associated risk

• Self -motivation, with attention to detail and proven ability to multi-task and work independently, as well as part of a team in a high-volume, time sensitive environment with multiple competing priorities

• Work with management to develop and implement new or revised processes and procedures to realize efficiencies.

• Assist all areas with any questions, concerns, or problems regarding specific issues or process improvement initiatives

• Comply with all company policies and procedures.

• Maintain regular and punctual attendance.

Other Job Duties and Responsibilities:

Performs other related duties as assigned.

Supervisory Responsibilities:

This position is an individual contributor.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Excellent organization and time management skills

• Ability to work with all levels of Leadership; articulate issues and resolutions in a clear and concise manner

• Excellent critical thinking & problem solving skills

• Fast learner, able to embrace new ideas and thrive in a fast-paced environment

Education and/or Experience:

• Five plus years mortgage servicing experience (across multiple departments is -preferred).

• Minimum of three years of Issues Management; Audits; Risk; and/or Compliance experience

• Strong skills in Excel, Word, PowerPoint. Experience with Process Flow tools is desirable

Certificates, Licenses, Registrations:

None Required

Work Complexity:

Problems and issues faced are numerous and undefined, and require detailed information gathering, analysis and investigation to understand the problem, as well as experience in the financial/mortgage (or job-specific) industry. Problems typically impact multiple departments or specialties. Problems are typically solved through drawing from prior experience and analysis of issues.

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.

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.

Equal Employment Opportunity:

The company 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. The company may change the specific job duties with or without prior notice based on the needs of the organization.