Job Description

This process minded operator supports servicing leadership by coordinating initiatives, documenting workflows, and assisting with process improvement and operational activities. This role combines project coordination with a strong focus on understanding how work is performed, identifying opportunities for efficiency, and supporting the implementation of process enhancements. A core component of this role is maintaining visibility into ongoing servicing initiatives, documenting end-to-end processes, and supporting reporting needs. The coordinator also provides hands-on support by assisting with operational tasks, particularly in support of knowledge transfer, staffing changes, and evolving department needs.

Essential Functions:

• Assist servicing leadership with outlining, prioritizing, and tracking departmental initiatives, projects, and process improvement efforts.
• Organize and maintain a comprehensive tracking system for ongoing servicing initiatives, including timelines, deliverables, and status updates. Prepare and distribute regular updates and reports on the status of initiatives, process improvements, and departmental priorities.
• Coordinate and communicate project details, timelines, and deliverable deadlines with relevant stakeholders and employee executers inside the business unit.
• Document and maintain end-to-end servicing processes, including workflows, procedures, and internal controls. Evaluate current processes to identify inefficiencies, inconsistencies, or risks, recommend practical improvements and partner with servicing leadership and managers to support implementation of process enhancements and workflow changes.
• Develop and maintain standard operating procedures (SOPs), job aids, and process documentation to support consistency and training and operational reports and KPI tracking to support visibility into workflow performance and improvement outcomes.
• Participate in operational workflows as needed to validate processes, support production, and identify opportunities for improvement.
• Provide support in selected operational or administrative tasks to assist with workload balancing, project execution, or process validation, and provide support on special projects, audits, or compliance-related activities impacting servicing operations.
• Facilitate meetings, including scheduling, agenda preparation, documentation of discussion points, and follow-up on action items. Assist in the preparation of presentations, training materials, and internal communications.
• Independently map current-state servicing workflows, including task sequencing, decision points, system interactions, and ownership across roles and analyze workflows to identify redundancies, bottlenecks, manual workarounds, and opportunities for improved efficiency or control.
• Build and apply working knowledge of mortgage servicing processes, systems, investor requirements, and regulatory considerations through workflow participation and collaboration with subject matter experts. Maintain accurate process documentation and support workflow design and continuous improvement efforts to support evolving department needs.
• Understand and adhere to all bank policies, laws and regulations applicable to their role. Complete compliance training, and follow internal processes and controls as required.
• Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.
• Regular and reliable attendance is an essential function of this position.
• Performs other job-related duties or special projects as assigned.

Qualifications:

• 5 years of relevant work experience required; such as project coordinator, operations manager, compliance coordinator, IT coordinator, process improvement.
• Computer skills are required. This role demands a moderate level of proficiency with computer systems and tools, particularly Microsoft office products.
• Proficiency in using collaboration tools such as shared drives and documents, digital workspaces, and the ability to digitally organize, store, and retrieve files and documents.
• Capable of managing multiple software applications and tasks simultaneously.
• Technical aptitude to investigate and learn new software applications to achieve the requirements of the role in the most efficient and effective manner.
• Ability to teach end users how to interact with selected applications to record project status updates or remit deliverables.
• Ability to develop and apply technical knowledge of federal regulations and investor guidelines to ensure accurate, compliant processes and reporting.
• Post-secondary education preferred with preference for project management and software applications coursework, a plus.

Preferred Talents:

• Strong attention to detail and accuracy
• Effective written and verbal communication skills
• Time efficient in managing multiple projects and deadlines
• Self-directed with a proactive approach to work
• Curious and process-oriented mindset with interest in improving workflows
• Collaborative team player with strong internal customer focus
• Professional presence that positively represents the department and organization.

Working Environment:

Indoor work – not exposed to outdoor elements or hazards.

Some sedentary work and occasional lifting and/or carrying up to 10 pounds.

This role is eligible for hybrid “Work From Home Wednesday” opportunity under the work from home guidelines upon completion of onboarding.

PLEASE VIEW THE APPLICANT TERMS & CONDITIONS BEFORE PROCEEDING WITH YOUR APPLICATION.