Mortgage Servicing Business Analyst

Job Description

Job Description

Position Description: Summary

The Mortgage Servicing Business Analyst serves as a liaison between business stakeholders, servicing operations, and technology teams to analyze, document, and improve mortgage servicing processes and systems. This role is responsible for gathering business requirements, identifying operational efficiencies, supporting system implementations, ensuring regulatory compliance, and driving strategic initiatives that enhance the customer and employee experience throughout the mortgage servicing lifecycle.

Essential Duties and Responsibilities

Business Analysis & Requirements Management

•Gather, document, and validate business requirements from servicing stakeholders.

•Analyze existing business processes and identify opportunities for automation, optimization, and cost reduction.

•Develop business requirements documents (BRDs), functional requirements, process maps, user stories, and workflow documentation.

•Facilitate meetings with business users, vendors, and technology teams to define project scope and objectives.

•Translate business needs into functional specifications for system development and enhancements.

Mortgage Servicing Operations Support

•Support all aspects of mortgage servicing, including:

•Evaluate servicing workflows to improve efficiency, accuracy, and compliance.

•Assist in resolving operational issues and identifying root causes.

Project Management & Implementation

•Participate in servicing system implementations, upgrades, conversions, and integrations.

•Coordinate user acceptance testing (UAT), test script creation, and defect resolution.

•Monitor project milestones and communicate progress to stakeholders.

•Support change management initiatives and end-user training activities.

Data Analysis & Reporting

•Analyze servicing data to identify trends, risks, and opportunities.

•Create and maintain reports, dashboards, and key performance indicators (KPIs).

•Validate data integrity across servicing platforms and integrated systems.

•Support regulatory, investor, and internal reporting requirements.

Compliance & Risk Management

•Ensure servicing processes comply with applicable regulations, including CFPB, RESPA, TILA, FCRA, FDCPA, and investor guidelines.

•Assist with audit requests, compliance reviews, and remediation efforts.

•Evaluate process changes for operational and regulatory impacts.

Qualification

•Bachelor's degree in Business Administration, Finance, Information Systems, or related field, or equivalent experience.

•3+ years of mortgage servicing experience.

•2+ years of business analysis experience supporting mortgage servicing operations.

•Strong understanding of mortgage servicing processes and industry regulations.

•Experience gathering business requirements and documenting workflows.

•Proficiency with Microsoft Excel, Word, PowerPoint, and Visio or similar process-mapping tools.

•Strong analytical, problem-solving, and communication skills.

Preferred

•Experience with mortgage servicing platforms such as MSP, Sagent, LoanServ, Mortgage Director, or similar systems.

•Knowledge of SQL, reporting tools, or business intelligence platforms.

•Experience with Agile or Waterfall project methodologies.

•Business Analyst certification (CBAP, CCBA, PMI-PBA) preferred.

•Experience supporting loan sales, invoice reconciliation, servicing transfers, conversions, or digital transformation initiatives.

Competencies

•Analytical thinking

•Process improvement

•Project coordination

•Requirements elicitation

•Stakeholder management

•Risk assessment

•Regulatory awareness

•Data analysis

•Problem-solving

•Written and verbal communication

Success Metrics

•Successful delivery of business and technology initiatives.

•Improved servicing efficiency and operational performance.

•Reduced process defects and operational risk.

•Accurate and complete requirements of documentation.

•Positive stakeholder and customer outcomes.

•Compliance with regulatory and investor requirements.

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