Operations Analyst

Who we are Cornerstone Servicing, a division of Cornerstone Capital Bank, is a best-in-class mortgage servicer with a reputation for amazing service, customer satisfaction, employee retention and happiness! We employ people who are passionately committed to Cornerstone’s Mission, Vision & Core Convictions. We honor God by using our talents to make a positive difference in the lives of our Team Members, Clients, Shareholders, Communities, and the People who provide services to us. Who we are looking for Cornerstone Servicing is seeking an experienced Senior Operations Analyst for our Servicing Center located in Englewood, CO or Remote. This position will be responsible for helping to develop models and reporting for the Loan Servicing business and affiliated parties. They will partner with the operational teams to understand their business needs in order to develop key data driven insights. Location: Hybrid in Englewood, CO Compensation: $90-110k Key Responsibilities Design and implement custom contact strategies based on customer segmentation, risk profile and channel preference. Evaluate the effectiveness of customer contact campaigns and provide recommendations for optimization. Collaborate with IT and vendors to ensure data quality and reliability for customer communication platforms. Develop regular reporting to servicing team members on operational results, key metrics and underlying drivers. Analyze customer behavior and feedback to identify opportunities for improving customer satisfaction and retention. Report on data-driven performance indicators to business leaders to effectively manage and improve operational and financial results. Support and maintain dialing matrices to support Call Center Technology. Help develop and maintain the operational reporting packages for regulatory and other external partners. Query industry data and develop reporting to support industry comparisons against peers and aid in the development of future strategy. Provide management/mentorship to Jr. Analysts. Perform other job-related duties as assigned. What you’ll need to be successful Bachelor’s degree or equivalent work experience. 2+ years Mortgage Servicing experience. Advanced SQL experience and the ability to manage large data sets using tools like Excel, Sigma, Power BI, Tableau (or similar). Experience developing reporting and analytics in the financial services industry. Solid understanding of mortgage servicing technology platform in terms of configuration and day to day functionality, business processes and capabilities. Ability to work in a team environment to accomplish shared goals. Must be self-motivated, energetic, the ability to work independently and proactively while prioritizing workload, and ability to multi-task. Strong analytical reasoning, problem solving and critical thinking skills. Effective verbal and written communicator. Must be well organized with attention to detail. Excellent interpersonal and relationship building skills. Strong computer and technology related skills. Minimum 2 years of experience using Microsoft Office Suite (Word, Excel, Outlook, etc.). What we offer Because we recognize and reward hard work, we offer a competitive salary, a full benefits package, and the potential for a performance-based bonus. What to do next If Cornerstone sounds like the place for you (and if you have the qualifications, drive, and passion to match), we invite you to become a member of our winning team! And remember, once you're a part of our Cornerstone team, we'll continue to invest in you and recognize your contributions. As many of our team members can tell you, there's something special about working at Cornerstone. #J-18808-Ljbffr