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Mortgage Systems Business Operations Analyst Resume

5.00 Rating

Earth City, MO

SUMMARY:

Results - focused, high energy professional offering 14+ years of dedicated work experience. Successful in building and motivating dynamic teams. Cultivating company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth. Currently seeking a position with organization where I can utilize my existing skillset, and knowledge to increase company efficiency and profit.

WORK EXPERIENCE:

Confidential, Earth City, MO

Mortgage Systems Business Operations Analyst

Responsibilities:

  • Utilized software support tools to identify, diagnose, and resolve mortgage system technical issues
  • Research and resolve technically complex and/or escalated tickets in line with service level agreements set forth by company policies and procedures
  • Perform client impact analysis and document root cause analysis findings in follow up to critical production incident
  • Track handling of support incidents through ticketing systems, to include detailed resolution notes to support knowledgebase repository
  • Work directly with software development teams for escalations, software, defect reporting, and recommendations for software improvements

Environment: Sql, VBA Project, MS Office, IBM Notes, Allregs, Loan Prospector, Net-Oxygen, LPS, Docvelocity, Fannie Mae, Freddie Mac, Salesforce, Web Direct

Confidential, Olivette, MO

Credit Analyst

Responsibilities:

  • Processed consumer inquiries related to support functions, including deceased requests, credit bureau inquiries, written account inquiries, media requests, and payment processing
  • Report account delinquencies to three Major Credit Bureaus (Equifax, TransUnion, Experian)
  • Reviewed individual and/or commercial customer files to identify accounts for collection

Environment: Lexis Nexis, RMS, ICS, Experian, Transunion, Equifax, MS Office, Lotus Notes

Confidential, Maryland Heights, MO

Closing Team Lead

Responsibilities:

  • Managed day to day operations with supervisory authority for 10 to 15 closers
  • Measured and analyzed reporting metrics and responsible for production deliverables, including but not limited to loan volume, quality control, load leveling, pipeline management and reporting
  • Coached, mentored, and developed 15 successful closers by providing direct reports and job aides to simplify closing procedures
  • Motivated and lead associates by executing the following: effectively communicating to individuals, team, and company objectives to optimize knowledge transfer and maintain corporate informational transparency wherever possible
  • Identified, implemented, and oversaw process improvements across department in conjunction with Project Management Office, Business Analysts and clients

Environment: TMS (Loan Application System), Blitz Docs, MS Office, Outlook

Confidential, St. Louis, MO

Closing Production Team Lead

Responsibilities:

  • Utilized as a Subject matter expert
  • Researched and resolved complex mortgage issues and handles escalated calls
  • Served as resource to team members on escalated issues of complex nature and provides guidance and on-the-job training to less experienced co-workers
  • Performed closing work on behalf of employees as necessary and rely heavily on extensive job experience to carry out most complex work assignments
  • Performed loan audits to ensure accuracy and adherence to procedures
  • Verified accuracy of wires and releases monetary funds
  • Communicated with team members on a daily basis and understands the process flow in order to troubleshoot issues that arise throughout process

Environment: LPS, Servicelink, MS Office

Confidential, Galveston, TX

Research & Compliance Analyst

Responsibilities:

  • Oversaw process of form filing, tracking, approval, versioning, implementation, and maintenance
  • Identified, communicated, researched, documented, and implemented possible business processes and workflow improvements
  • Translated and analyzed business processes and requirements to produce new or updated forms
  • Monitored new statutes/laws may impact current forms or need to produce new forms
  • Independently research and/or correct problems, as it relates to forms, by communicating, working and coordinating with user areas and other staff as necessary

Environment: MS Office, Lexis Nexis

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