Issues Management Analyst

Servicing Program Management |Irvine, California Plano, Texas

Responsible for conducting root cause analyses and making recommendations for servicing business units. Assists with impact of the overall program with the objective of reducing complaints and closing regulatory, reputational, and operational risks. Maintains strategic focus of program by listening, observing, researching, data gathering and analysis, along with relationship management across the organization.

• Conducts research and prepares root cause analysis statements for all assigned issues within established SLA and Ad Hoc items as needed.
• Supports servicing units by recommending enhancements to processes and procedures, while identifying and communicating the root causes and patterns of issues related to servicing.
• Responsible for accurate and thorough documentation of the Issues Management system of record as applicable.
• Responsible for timely execution of remediation plan for all assigned issues, including validation of remediation.
• Completes high level data trending analyses as required.
• Performs other duties and projects as assigned.

• Mortgage servicing experience required.
• MSP/Black Knight experience required.
• Project Management and Issue Resolution experience preferred.
• Data analysis, root cause analytics and reporting experience preferred.
• Intermediate skills in Microsoft Office applications including but not limited to:
  Excel and Powerpoint.
• Strong working knowledge of servicing regulations and investor guidelines.
• Ability to interact with all levels of the organization.
• Exceptional attention to detail, verbal, written and interpersonal communication skills.
• High School Degree or equivalent required, bachelor’s degree preferred.

• Aggressive compensation package based on experience and skill set.
• Inclusive, diverse, and collaborative culture where people from all backgrounds can thrive.
• Work with other passionate, purposeful, and customer-centric people.
• Extensive internal growth and professional development opportunities including tuition reimbursement.
• Wellness program to support both mental and physical health.
• Generous paid time off for both exempt and non-exempt positions.

Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay for this role is between $22.12 and $38.94/hr your base pay will depend on multiple individualized factors, including your job‑related knowledge/skills, qualifications, experience, and market location.

We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.