Operations Analyst
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Job Description
Operations Analyst tracking client directives, scorecards, audits, and performance metrics. Supporting mortgage servicers and financial institutions through accurate reporting and operational follow-through.
Responsibilities:
- Monitor assigned shared inboxes for client directives, scorecards, performance reports, deadlines, and related communications
- Review incoming items, record required details, route work appropriately, and provide timely receipt confirmations when required
- Redirect misrouted or unrelated communications to the appropriate department
- Maintain scorecard logs, directive trackers, deadline calendars, reference matrices, and supporting documentation
- Collect and organize scorecard results and operational performance data for managerial and operational review
- Prepare recurring reports showing results, trends, open items, due dates, and follow-up status
- Coordinate rebuttal support by gathering documentation, tracking deadlines, recording responses, and maintaining final submissions
- Update written procedures, client requirement summaries, and reference materials when approved changes are received
- Track directives, corrective actions, and client-requested changes through completion; follow up on overdue or incomplete items
- Assist with operational portions of client audits by organizing requested documents, maintaining request lists, and tracking responses
- Support implementation of new client requirements by distributing approved information and confirming assigned tasks are completed
- Perform quality checks on reports, trackers, and communications before distribution
- Escalate unclear requirements, conflicting instructions, missed deadlines, and material performance concerns to the Manager
- Assist with dashboards, presentations, meeting materials, and other reporting needs as assigned
Requirements:
- Associate or bachelor’s degree in Business Administration, Finance, Legal Studies, Data Analytics, or a related field preferred; relevant experience may be considered in place of a degree
- Two or more years of experience in mortgage default operations, mortgage servicing, legal operations, client reporting, quality assurance, or a related environment preferred
- Experience maintaining trackers, preparing reports, and coordinating deadline-driven work preferred
- Experience with client scorecards, audits, directives, or performance reporting is beneficial
- Strong attention to detail, organization, follow-through, and deadline management
- Ability to review data, identify inconsistencies, and summarize findings in plain language
- Proficiency with Microsoft Excel, Outlook, Word, Teams, and SharePoint; experience with Power BI or similar reporting tools preferred
- Clear and professional written and verbal communication skills
- Ability to manage multiple workstreams and maintain accurate records in a fast-paced environment
- Working knowledge of mortgage default operations or mortgage servicing preferred
- Sound judgment when handling client information, deadlines, and sensitive business matters
Benefits:
- Remote work arrangement
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
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