Business Support Analyst II

Job Title

Business Support Analyst II

Manager – Account Management

Exempt

Account Management

• Assist in the various initiatives for Loan Administration and provide autonomous decision‑making for the Loan Administration functions, including managing updates for publishing, project tracking, policy and procedure creation, process mapping, pre‑ and post‑board audits, and any other projects as assigned by management.
• Drive and implement operational process improvements and ensure adherence to operational policies and procedures.
• Operate on a flexible schedule, which may include early‑morning, evening, or weekend work as required.
• Data entry into the Loss Draft Module Register.
• Imaging checks into the Loss Draft Module.
• Provide imaged check copies to Loss Draft staff.
• Document indexing, hold drawer research.
• Act as backup for Disbursement Report Generation.
• Act as backup for Deposit Report Generation.
• Perform client‑servicing system deposits when needed and adhere to a set schedule.
• Other duties as assigned.

• Planning/organizing – the individual prioritizes and plans work activities and uses time efficiently.
• Interpersonal skills – maintains confidentiality, remains open to others' ideas, and exhibits willingness to try new things.
• Oral communication – speaks clearly and persuasively in positive or negative situations and demonstrates group presentation skills.
• Written communication – edits work for spelling and grammar, presents numerical data effectively, and reads and interprets written information.
• Problem solving – identifies and resolves problems in a timely manner, gathers and analyzes information skillfully, and maintains confidentiality.
• Quality control – demonstrates accuracy and thoroughness and monitors own work to ensure quality.
• Adaptability – adapts to changes in the work environment, manages competing demands, and handles frequent change, delays, or unexpected events.
• Safety and security – observes safety and security procedures and uses equipment and materials properly.
• Computer skills – skilled with computers, takes advantage of new technology, learns new tools quickly, and uses technology to enhance job performance.
• Dependability – meets deadlines, works independently, is accountable, maintains focus, is punctual, and has a good attendance record.
• Initiative – acts, seeks new opportunities, and strives to see projects to completion.
• Organization skills – keeps information organized and accessible, maintains an efficient workspace, and manages time well.
• Communication – communicates well (written and verbal), delivers presentations, and listens well.
• Decision making – reaches decisions, takes a thoughtful approach when considering options, seeks input from others, and makes difficult decisions.

Required:

• High School Diploma or GED.
• Intermediate to advanced data‑manipulation skills in Microsoft Excel.
• Experience in technical writing and process mapping.
• Ability to analyze and document operational processes.
• Ability to work independently and efficiently manage multiple tasks simultaneously in a fast‑paced environment.
• Detail‑oriented with strong organizational, analytical, and troubleshooting skills.
• Strong presentation skills.
• Proficient with MS Office Suite.
• Exceptional telephone demeanor.
• Ability to maintain a high level of confidentiality.
• 1–3 years’ experience in a similar position.
• Ability to use discretion, exercise good judgment, and resourcefulness.

Preferred:

• Associate’s degree or college equivalent, technical or business related.
• 3–5 years of mortgage servicing experience.

• Manual dexterity, arm and upper body range of motion sufficient for use of a keyboard, mouse, and telephone (7–8 hours per day).
• Speech and hearing sufficient for in‑person and telephone communication (7–8 hours per day).
• Vision sufficient for use of a computer monitor.
• Sedentary position; ability to sit at a desk (7–8 hours per day).
• No substantial exposure to adverse environmental conditions.
• Lifting and/or carrying (