Business Support Analyst II

PENNYMAC

Pennymac (NYSE: PFSI) is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of U.S. mortgage loans and the management of investments related to the U.S. mortgage market.

At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of home ownership through the complete mortgage journey.

The Business Support Analyst II is responsible for maintaining the operational integrity of the Mortgage Fulfillment Division. This role focuses heavily on defect management, risk mitigation, and compliance auditing. You support the success of our line of business partners by identifying defects, act as the gatekeeper for system enhancements via JIRA, perform deep-dive data remediation to resolve loan discrepancies, and creating control reports to prevent further quality issues.

• Control Reports: Create reports on an as needed basis to identify potential system issues. Establish ongoing monitoring of those reports where needed.
• Control Report Monitoring: Transition created control reports to other owners or maintain monitoring internally to prevent ongoing quality issues.
• Quality Feedback: Generate Penny Quality feedback for all MFD findings.

• Enhancement Lifecycle Lead: Manage the end-to-end lifecycle of MFD defects and system enhancements within JIRA and 911 Chat
  ; act as the Project Lead for Business Acceptance Testing (BAT) to ensure all tech deployments meet operational standards.
• Process Engineering: Lead the creation, rollout, and maintenance of Policies and Procedures (P&P) and MFD Communications; translate business needs into scalable workflows.

• JIRA Administration: Create and manage MFD defect and enhancement life cycles through JIRA; serve as a Business Acceptance Tester to validate all fixes and updates before deployment.
• Release Notes: Review upcoming technology on a weekly basis and provide a written summary to business to inform impacted users of upcoming releases.

• Override Monitoring: Complete daily reviews of TPOs use of overrides related to DVIs or Tollgates. Submit quality findings where needed or intakes when system issues are identified.
• Condition Management: Monitor and manage TPO & Non-Del+ PTP conditions using RIMS reporting.

Perform all other duties as assigned.

• Mortgage Expertise: Strong understanding of the E2E loan lifecycle, Closing Disclosures (CD), TRID, mortgage compliance, etc.
• Technical Proficiency: Skilled in MF Office including Excel (Pivot Tables and formulas),
  MS Visio
  , and the Google Workspace (Sheets, Sites, and Forms).
• Audit Mindset: Proven ability to navigate LOS platforms to find "the needle in the haystack" regarding data breaches or document errors.
• Communication Excellence: Exceptional oral and written communication skills; must be able to draft formal P&Ps and lead meetings with diverse stakeholders.
• Interpersonal Savvy: Strong ability to build relationships across departments (IT, Sales, Ops) and communicate with external vendors (Captive Title Companies and Settlement Agents).
• Multi-Project Mastery: Proven ability to manage several complex projects simultaneously while maintaining strict self-discipline and meeting firm deadlines.

As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations. Our vision is to be the most trusted partner for home. Together, 4,000 Pennymac team members across the country are guided by our core values: to be Accountable, Reliable and Ethical in all that we do.

Pennymac is committed to conducting a business that makes positive contributions and promotes long-term sustainable growth and to fostering an equitable and inclusive environment, where all employees and customers feel valued, respected and supported.