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MB Escalation Research Specialist - Arizona

Job Description

This position is responsible for capturing, analyzing and distributing root cause analysis trending. Identifying areas of opportunity, providing high quality problem solving services and driving knowledge sharing between partners. Data received from the root cause team is utilized to recommend process improvements and to better the customer experience in partnership with the business units.  As initiatives are identified, the Sr. Operations Analyst will partner with line of business leadership to ensure the successful implementation of the initiative is completed. Post implementation trending is monitored to capture impact.
Sr. Operations Analyst  maintain partnerships to support business needs in a timely, efficient, accurate and professional manner.  Responsibilities also include developing and maintaining reporting, establish and maintain proper controls where by policies, procedures and processes are in line with compliance requirements.  MSP, VLS, Fortracs, WebER, CCW, Lenderlive, Early Resolution (ER) and Default Workflow (DW) are the primary systems used to research and resolve issues.  In addition to these systems, the Sr. Operations Analyst  uses reference materials, such as job aids, quality checklists, templates, and procedures to perform this work.

·       High School Diploma required or Equivalent

·       Minimum of 2 years experience in a mortgage-servicing environment preferred

·       Proficient in the use of MB applications including Customer Care Workbench, RE, VLS, MSP, WebER, Info Source, Lender Live or other imaging systems, Fortracs, IVault, Fidelity (Director),  and Microsoft Office suite are preferred. 

·       Computer proficiency in navigating multiple systems and screens.

·       Strong written and verbal communication skills 

·       Detail-orientation

·       Analytical and Problem Solving skills

·       Ability to follow procedures

Req #: 160034652
Location: Phoenix, AZ US
Job Category: Operations
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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