Client Analyst II

Responsibilities

• Analyze, research, and resolve complex client/customer issues received from account managers or through written correspondence, emails, website inquiries, telephone calls, and tasks; provide timely and accurate responses to clients/customers as appropriate and in compliance with regulatory guidelines.
• Research, open items, and resolve high-priority issues, navigating and escalating the issue through the appropriate departments and response teams.
• Document the servicing system by using the tasking application and following organizational guidelines for system documentation.
• Provide written confirmation and documentation of completed research and outcomes and respond to borrower complaint correspondence per regulatory guidelines.
• Monitor governmental agency websites for borrower complaints to analyze, research, and resolve issues.
• Train new team members.
• Actively participate in identifying process improvement opportunities within the department.
• Proactively alert management when established KPI minimums are not being met.
• Comply with the Code of Conduct and successfully complete the annual regulatory training requirements.
• Perform additional duties as assigned.

• High School diploma or equivalent.
• 3+ years’ Mortgage Banking or related industry experience, particularly in customer service or research capacity.
• Proficient skills in typing, spelling, grammar, sentence structure, and proofreading.
• Solid PC skills:
  Proficient with Microsoft applications and loan servicing platforms.
• Strong analytical and problem-solving skills and attention to detail/accuracy.
• Ability to handle complex, multiple tasks simultaneously in a fast-paced, high-volume environment.
• Effective verbal and written communication skills with demonstrated ability to always interact in a positive and professional manner with all levels of both internal and external audiences, including the ability to explain complex issues and resolutions clearly and concisely.
• Outstanding customer service skills, including conflict resolution management.

• High School diploma or equivalent.
• Annual regulatory training.