Operations Systems Analyst at Guild Mortgage Company LLC in San Diego, California

Job Description:

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the home owner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

Position Summary

The Operations Systems Analyst plays an important role in the organization by performing a number of activities related to the company’s Retail Operations Division. The role is primarily responsible, under general supervision, for providing system support, user administration and configuration of the various Production Operations systems including but not limited to the Loan Origination Software and vendor applications.

Essential Functions

• Assist in developing configuration settings for custom workflow and reporting on Loan Origination Systems.


• Work the Operations Escalations desk ticket queue and ensure proper SLAs on ticket resolution.


• Test reported defects to validate and confirm system issues and provide feedback to Business Analysts to ensure accurate representation for defect documentation and resolution.


• Troubleshoot user interface issues and resolve as appropriate.


• Escalate system outage and bugs to Operations training and communication teams to ensure the field is notified in a timely manner


• Provide feedback to Operations Training team on potential training opportunities and assist in developing training materials.


• Provide quality control of operational details of Production Operation systems.


• Collect user suggestions through ticket queue and add validated feedback to product management ideas board for future system enhancement consideration.


• Validate information captured in Production Operations system and process improvement.


• Implement effective user acceptance testing strategies to appropriately assess final programming changes for documented defects; work with Business Analysts to identify cross impacts of final programming changes to other areas.


• Support Operations efficiency initiatives with process improvements utilizing Automation and/or Lean Six Sigma concepts.


• Perform other duties, as assigned.

Qualifications

• Bachelor’s degree or equivalent in computer, business or related field, along with a minimum of three years’ experience in related role(s).


• At least 3 years of experience in mortgage industry, preferably with origination, with knowledge of loan processing, underwriting and closing functions.


• Knowledge of software testing procedures, user scenarios, and bug reporting/validation.


• Good understanding of technical equipment and software packages.


• Enthusiastic to understand the ins and outs of how systems and processes work to support internal and external customers.


• Knowledge of Microsoft Office 365 tools, SharePoint administration and working with advanced functionality with Microsoft Excel (e.g. VLOOKUP, Pivot Table, Arrays) preferred.


• Experience with usability and/or training on human computer interactions and workflow best practices, preferred.


• Independent, self-starter with the demonstrated ability to learn/adapt to new technologies and techniques.


• Ability to organize and manage multiple priorities simultaneously in a fast-paced, deadline-driven environment.


• Excellent verbal and communication skills required.


• Passionate about delivering excellence in customer service within a team environment and work well with geographically dispersed teams


• Ethical, with a commitment to company values.

Supervision

• Intermittent to low supervision required, depending on experience


• Apply sound judgment in execution of core job responsibilities


• Travel: 0%

Requirements

Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

Guild Mortgage Company is an Equal Opportunity Employer.

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