Nationstar Mortgage Sr Business Operations Analyst in Dallas, Texas

The mortgage industry, which has long been characterized by excessive paperwork, poor customer service, and resistance to change is awakening to a simple truth: Companies that provide the best customer experience win. Therein lies the opportunity - not just to create a better mortgage company, but to reimagine the home ownership lifecycle and create an integrated home services company and a world-class consumer brand.

Nationstar’s transformation is a recognition that its next generation home lending brand must represent the trusted, personal relationship customers want. Drawing on our experience as the fourth largest mortgage servicer in the country, our goal is to be advocates for the people who see home ownership as a part of their American dream by being the home loan partner that makes the journey less worrisome and more rewarding – every step of the way.

How do we do it?

By embodying our core values – Challengers of convention, Champions for our customers and Cheerleaders for our team.

Sr Business Operations Analyst

ID:8032

Location:Cypress Waters - Dallas, TX - CWHQ

Department:Servicing Support

Division:Nationstar Mortgage

Description

The Senior Business Operations Analyst is expected to provide support for existing procedures as well as to recommend new strategies to meet or exceed business goals. This position will have responsibility for understanding and tracking key business metrics, for performing standard and ad-hoc analyses, reporting on various call center operations and for overseeing the successful execution of standard business practices within the speech analytics team. The Senior Analyst will be responsible for oversight of higher visibility projects and will present any findings and recommendations to all levels of management as required. The Senior Analyst will be responsible for assisting team members on specific tasks associated with speech analytics and/or operational reporting & analytics related items.

ESSENTIAL JOB FUNCTIONS

  • Coordinate and prioritize multiple project/analysis activities from development to production implementation, including collaboration on topics which cover multiple lines of business.

  • Provide alternative solutions when required by utilizing research, analysis, SQL, and problem solving tools and techniques.

  • Implement and further enhance data review process to find missing or invalid data, trends, anomalies, and/or any loan-level issue that need further review or due diligence.

  • Serve as a business liaison for stakeholders and support personnel to coordinate multiple tasks that need to be accomplished for all activities related to speech analytics and operational reporting.

  • Assist with the activities of analytics team members pertaining to data analysis, data mapping, QC/Validation, project oversight and other routine tasks.

  • Serve as point person for handling difficult and varied department inquires including escalated items requiring prompt attention.

  • Study and evaluate existing department procedures and propose changes as needed to improve overall efficiency / mitigate cost.

EDUCATION / EXPERIENCE REQUIREMENTS

  • Graduation from a 4-year college or university with major course work in statistics, mathematics and analytics. Will consider the equivalent combination of job experience & education that demonstrates the ability to perform the essential functions of this job.

  • Advanced experience in Microsoft Office with strong emphasis on Excel, Access, and PowerPoint.

  • Familiarity with data from LPS/MSP, LSAMS, or other major servicing systems is preferred.

  • Familiarity with data from Avaya, Aspect, Genesys, or other major contact center systems is preferred.

  • Familiarity with speech analytics systems (Verint, NICE, etc.) is strongly preferred.

  • Minimum of 2+ years of SQL with intermediate skills/knowledge required.

  • Demonstrated proficiency in data analysis and mining techniques.

  • Demonstrated proficiency in presentation techniques to senior business leaders.

  • Minimum 2 years of experience as support or team lead.

  • 3-5 years experience in reporting analytics.