Key Responsibilities

Business Analysis & Requirements Management 

•  Partner with servicing operations, loan acquisition teams, underwriting, compliance, quality control, and IT teams to gather, document, and validate business requirements. 

• Translate complex business processes into detailed functional specifications, user stories, process flows, and system requirements. 

• Lead requirements workshops, stakeholder interviews, and solution review sessions. 

• Analyze current-state processes and identify opportunities for automation, efficiency improvements, and risk reduction. 

• Support Agile, Waterfall, or hybrid project delivery methodologies. 

• Create and maintain complex queries to support business needs and data mining reports. 

Loan Originations & Workflow Support 

• Support and enhance the loan originations systems used to intake mortgage loan applications and associated documentation from third-party financial institutions. 

• Analyze workflow routing logic, approval processes, exception handling, and document management capabilities. 

• Ensure loans are properly reviewed, approved, and boarded into the servicing platform in accordance with investor, regulatory, and internal requirements. 

• Collaborate with business teams to optimize originations workflows, approval hierarchies, and operational controls. 

• Assist with integration requirements between origination systems, servicing platforms, document repositories, and external vendor systems. 

Mortgage Servicing System Support 

•  Support ongoing enhancements and maintenance of the mortgage loan servicing platform. 

• Participate in servicing-related initiatives involving escrow, payment processing, investor reporting, customer communications, loss mitigation, default and loan transfers. 

• Analyze servicing data and workflows to identify system gaps, operational issues, and compliance risks. 

• Support testing activities related to servicing system upgrades, enhancements, and regulatory changes. 

Documentation & Process Improvement 

•  Create and maintain business requirements documents, process maps, workflow diagrams, test plans, and operational procedures. 

• Develop clear documentation for system configurations, integrations, and business rules. 

• Recommend process improvements that enhance operational efficiency, scalability, and customer experience. 

Testing & Implementation Support 

•  Coordinate and support user acceptance testing (UAT), regression testing, and production validation activities. 

• Work closely with QA and development teams to ensure solutions meet business expectations. 

• Assist with production issue analysis, troubleshooting, and root cause identification. 

• Support implementation planning, training, and post-production stabilization efforts. 

Regulatory & Compliance Support 

•  Ensure systems and workflows align with mortgage servicing regulations, investor guidelines, and internal audit requirements. 

• Support compliance initiatives related to CFPB, RESPA, TILA, FHA, Fannie Mae, Freddie Mac, Ginnie Mae, and other servicing/investor standards. 

• Assist in audit preparation and remediation activities.