Job Brief
This position plays a critical role in supporting mortgage operations and vendor-supported
services by analyzing business processes, operational data, and technology workflows to
improve efficiency, accuracy, scalability, and compliance. This role partners closely with
Operations, Technology, Compliance, and third-party mortgage vendors to document
requirements, assess impacts, and support solution design and implementation.
The ideal candidate has strong analytical and documentation skills, experience in mortgage or
document-driven environments, and a proven ability to work effectively across business and
vendor teams in a multi-client, services-based organization.
Roles & Responsibilities
- Analyze end-to-end mortgage operational workflows, including vendor-supported and outsourced processes. Perform audits.
- Document current-state and future-state workflows, SOPs, business rules, and control points.
- Identify operational inefficiencies, risks, and improvement opportunities. (SLAs)
- Partner with Compliance and business stakeholders to ensure regulatory, jurisdictional, and policy alignment.
- Elicit, analyze, and document business and functional requirements from Operations, SMEs, Technology, and vendors.
- Create clear and detailed BRDs, FRDs, user stories, workflow diagrams, and acceptance criteria.
- Support enhancements and changes across mortgage platforms and vendor-hosted solutions.
- Maintain traceability between business needs, requirements, and delivered solutions.
- Act as a liaison between internal teams and third-party mortgage vendors during requirements definition and solution design.
- Support vendor discussions by clarifying business needs, documenting outcomes, and tracking follow-ups.
- Assist with vendor onboarding, process alignment, and documentation of responsibilities and handoffs.
Data Analysis and Reporting
- Analyze operational metrics such as volumes, turnaround times, error rates, SLA performance, and trends.
- Develop reports, dashboards, and executive-level summaries to support decision-making.
- Perform root-cause analysis and recommend data-driven process or system improvements.
- Technology and Platform Support.
- Partner with Technology teams to translate business requirements into solution designs.
- Support User Acceptance Testing (UAT) by validating requirements, test scenarios, and outcomes.
- Assist with implementation readiness, training documentation, and adoption support.
- Compliance and Quality Support.
- Ensure documented processes and system changes align with mortgage regulations, vendor requirements, and internal controls.
- Support audit readiness through accurate documentation, metrics, and process evidence.
Project Support
- Support project managers by providing requirements, analysis, and impacts to scope and timelines.
- Track action items, dependencies, and risks related to business requirements.
- Participate in project status meetings as a business analysis representative.
Requirements
- Bachelor’s degree in business, Information Systems, Finance, or related field (or equivalent experience).
- 4+ years of experience as a Business Analyst, Operations Analyst, or Process Analyst.
- Experience working with third-party vendors in the mortgage industry.
- Experience within mortgage operations, servicing, origination, or document-centric environments.
- Strong skills in requirements gathering, process documentation, and data analysis.
- Excellent verbal and written communication skills.
Preferred Experience
- Experience within a mortgage services, technology, or BPO environment.
- Familiarity with vendor-hosted platforms or outsourced service models.
- Knowledge of mortgage operational workflows, compliance requirements, or document processing.
- Experience supporting multiple clients or portfolios concurrently.