Description

Summary:

The Corporate Mortgage (CMF) Client Training and Operations Process Consultant is a senior level position that will train clients and manage complex projects for the Corporate Mortgage Finance (CMF) business.    This individual will provide advanced and specialized consultative support to CMF customers other and colleagues for assigned business processes and/or system(s) that are complex and highly impactful to the business.

The CMF Client Training and Operations Process Consultant requires 10+ years of mortgage operations experience with a focus on client training and systems administration.

This position will report to the Head of CMF Operational Strategy and Execution

Duties Include:

• Develop and perform customer and colleague training for MSR and Warehouse Lending activities  
• Develop strong relationships with customers focusing on how our products and processes can help them be successful
• Maintain in-depth knowledge of business processes and applications and stay current in operational and product elements, methodologies and trends related to the assigned area(s)
• Analyze existing processes and identifies technical or procedural improvements to create operational efficiencies, quality and compliance
• Recommend business practices to optimize use of business process/system(s)
• Triage, analyze, track and resolve operational, system-related and customer issues.  Engage with vendor of core system as necessary for resolution
• Create business requirement documents for new initiatives, products and process changes
• Redesign process workflows as necessary to adapt to product, service or technology changes
• Plan and execute a variety of initiatives.  Initiatives may include process improvement, process redesign, change management, etc.  including working with cross functional business partners
• Manage user acceptance testing for line of business, overseeing resource allocation, test scenario drafting, writing test script, test execution and communication with stakeholders at all levels of the organization
• Manage mapping of data elements from core system to the data warehouse ensuring accuracy and compliance with data governance
• May lead a small team of Operations Process Consultants
• Performs other duties as assigned

Basic Qualifications:

• Bachelor’s degree.  5 or more years of Mortgage Finance/Warehouse experience is an acceptable alternative to a completed bachelor’s degree
• Minimum 10 years of relevant mortgage operations experience, preferably in a fast-paced environment including customer training and system administration

Preferred Experience:

• Demonstrated strong written and verbal communication skills
• Operations and training experience ideally within the mortgage warehouse finance industry or other specialty finance area
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams
• Strong leadership abilities and the ability to drive change and influence others

Other Desired Traits and Characteristics:

• Strong organizational skills with attention to detail, planning and follow-up
• Ability to work independently on multiple tasks without compromising quality
• Strong collaboration skills
• Strong analytical skills with high attention to detail and accuracy
• Ability to handle complex customer service issues
• Demonstrates confidence, assertiveness, professionalism, and ability to interact with all levels within the organization in a professional manner
• Proficient use of Microsoft Office and other internet resources
• Excellence in customer service, highly motivated, focused and goal oriented
• Excellent written and verbal communication skills, including grammar and demeanor
• Continually seeks opportunities to grow and develop skills

Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

Yes

Workplace Type:

Remote

Our Approach to Office Workplace Type

Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds:  in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for