Job Summary The Business Analyst in the Mortgage Servicing Operations department is responsible for providing strategic support to the Performing Servicing division by managing Investor compliance, external exams/audits, procedure updates, publication of Servicing documentation and intranet website management, as well as overall support to Senior management. The role is designed to evaluate, identify, and implement areas and processes of improvement in a fast moving environment. Analyst will follow process and project methodology to assess current state of risk and controls and then develop and recommend updates to business owners to align to best in class services with staying in line with regulatory and investor compliance. The Analyst will design efficient processes and implement using automation by driving the defining, analyzing & documenting of requirements and developing test plans and seeing those requirements are executed as planned, on time. Must have working knowledge of MSP and servicing requirements.
30% of time: Audits/Exams/Reviews - Oversee audits, exams, and reviews which impact Performing Servicing, in particular investor and MSR audits. Responsibilities include coordination and communication with all applicable business units, loan level review of processes, controls, reporting, and exception management to craft the business unit response and/or rebuttal, as well as 100% quality control. Manage audit, exam, and review process from start to finish. Responsibilities includes working directly with examiners and Senior Management as well as investors, regulators, auditors, and outside consultants.
30% of time: Guidelines and Regulations - Analyze assigned changes to guidelines and regulations. Proactive development of operational processes that adhere to servicing requirements. Partner with Compliance and Legal for regulatory and investor guideline changes. Engage with the entire Performing Servicing division, as well as additional departments (such as Customer Engagement Center) to analyze, implement and update processes by utilizing sound process compliance and risk mitigation techniques. Complete Investor reviews for the Servicing divisions through process analysis, risk mitigation, and best practices business planning model. Write summaries which include internal decisions on interpretation and publish on the intranet. Must be able to independently research and determine applicability to Flagstar.
30% of time: Project Life cycle and Documentation. Identify and define the operational opportunities, collect and analyze data and requirements, evaluate processes and procedures, develop recommendations to resolve the issue as part of an action plan, support testing and implementation, including policy and procedures updates and drive project through production roll out, including official publication. Independently craft solutions with measurable results (streamlined processes and reduction in cost).
10% of time: Champion Communication - Deliver consistent, clear, and concise communication during the development and implementation of all audits and projects/initiatives/projects with cross functional business partners. Timely and accurately develop monthly reporting package for department reports and trending for Senior and Executive management.
Bachelor's Degreein Business, Finance, Law, or related Required or 8 years of comparable work experience.
Professional Certifications Preferred: Project Management, Process Improvement, Six Sigma
Combination of 6 years+ experience within Mortgage and Servicing, particularly in a Business Analyst role.
Maintain the highest levels of confidentiality
Comfortable in Microsoft Visio, Project, Access, Publisher, Excel, PowerPoint, Word
Working knowledge of operational best practices and working knowledge of risk and control frameworks for Servicing Operations
Focused on creation of efficiencies, root cause analysis, and process improvements
Strong problem solving and negotiation skills with an ability to identify problems and recommend solutions quickly
Exceptional written and oral communication
Must be highly organized self-starter and independent worker with a strong attention to detail