Analyst, Research Business Consultant II

This is a fully remote position, open to applicants in United States.

📋 Description

• Review exception reports related to credit from both internal sources and credit agencies.

• Document findings and research to implement corrections at the account or process level.

• Ensure quality control within the Correspondence & Research department.

• Suggest additional controls based on identified deficiencies.

• Coordinate updates to processes, procedures, and job aids.

• Investigate account exceptions highlighted during quality-control reviews, examinations, and audits.

• Provide documentation to counter observations or to identify root causes and necessary corrective actions.

• Evaluate selected account populations for compliance with established standards and timelines.

• Facilitate departmental regression testing for planned system enhancements.

• Assist with acquisition and sales activities as required.

• Implement modifications to Fiserv scripts to enhance the user experience.

• Collect, categorize, and monitor customer service issues.

• Identify root causes and corrective measures at both the account and process levels.

• Maintain consistent and punctual attendance.

• Perform other related responsibilities as assigned.

⛳️ Requirements

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

• At least 3 years of experience in mortgage servicing.

• Proficient in Microsoft Office.

• Excellent written and verbal communication abilities.

• Strong organizational skills and attention to follow-up.

• Self-motivated individual.

• Capability to read and interpret safety regulations, operating and maintenance instructions, and procedure manuals.

• Ability to write standard reports and correspondence.

• Proficient in presenting effectively to customer or employee groups.

• Competence in calculating figures and amounts, including discounts, interest, commissions, proportions, percentages, area, circumference, and volume.

• Ability to apply basic concepts of algebra and geometry.

• Ability to understand and apply common-sense reasoning to written, oral, or diagrammed instructions.

• Ability to solve problems involving multiple concrete variables in standardized situations.

• Skillful in assessing and diffusing challenging problem situations while influencing others towards consensus.

• Tactful and diplomatic in managing difficult customer relationships.

• Ability to explore alternative solutions and creative approaches to meet customer needs.

• Frequent ability to sit and communicate verbally or audibly.

• Occasional ability to stand, walk, use hands, reach with hands and arms, and lift or move items weighing up to 25 pounds.

🏝️ Benefits

• Reasonable accommodations available for individuals with disabilities.

• Equal employment opportunity protections provided.

• Typical office environment with moderate noise levels.