Job Details

Provides strategic support to Mortgage Servicing Line of Businesses in delivering an excellent client experience throughout the servicing life-cycle. ESSENTIAL DUTIES AND RESPONSIBILITIES - Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time. 1. Analyzes MCS, MPS, HPCR, and DCC call data, VOC surveys, complaints data, and call samples to identify trends that illuminate Client Experience areas in need for improvement .. Monitor self-service analytics, compares to desired servicing benchmarks, and identifies areas of improvement .. Works with Servicing LOBs, and supporting departments to identify opportunities for improvements to policies, procedures, processes, tools and resources that satisfy all regulatory, investor, and credit risk requirements, while delivering a client experience that is simple, straightforward, and one that leads to hi...Business Analyst, Business, Client, Analyst, Banking, Business Services, Support, Mortgage