Default Operations Reporting Analyst I

Full time; Non-Exempt; 37.5 hours/week; Overtime as required.

Location; Remote, US

Department: Collections

Dovenmuehle Mortgage, Inc. (“Dovenmuehle”) is the leading mortgage subservicing firm in the United States with several hundred financial institution clients nationwide.

General Description

Responsible for overseeing the real-time performance of the Collections Department Call Center and its interactions with internal departments, as well as vendor support or other default related departments as needed. This position requires in-depth knowledge of the servicing platforms both from a Telecom and IT perspective. Real-time monitoring of service levels and reacting to call flow changes are vital to achieving key performance indicators as outlined in Departments servicing guidelines.

Essential Functions And Duties

• Communicate with the Collections Manager, Assistant Managers, and Supervisors to determine what process improvements, tools, and reports are needed to effectively manage the dynamic call center environment.
• Effectively interact between IT/Telecom and outside vendors as well as department management regarding all servicing system issues.
• Create, review, and generate various levels of reports and documents for a variety of customers and business partners from various sources.
• Adequately utilize department reporting to accurately assess the department’s daily calling requirements.
• Follow complex procedures and scripts to provide data used across the company and within many audits. Validate information prior to submission to minimize downstream effects.
• Closely monitor real time call volume/service levels and make dynamic changes to the outbound calling campaigns to ensure compliance.
• Fulfill daily, weekly, monthly, quarterly, and annual reporting on productivity and KPIs.
• Support other team members when needed.
• Weekends and on call as required.
• Ability to create ad hoc reports, recognize process improvements and automate manual processes.
• Excellent, advanced PC skills a must, complex formulas, models, lookup, and pivot tables by executing data from one or more files and/or databases.
• Responsible for supporting and developing new tools and various reporting needs throughout the corporation. Using various tools created to assist with the trending and management of a constantly evolving mortgage portfolio.
• Successfully complete annual regulatory compliance training
• Additional duties as assigned.

Required Qualifications

• Proven track record of identifying/improving processes making a positive impact on work environment.
• Excellent verbal and written communication skills with demonstrated ability to always interact in a positive and professional manner with all levels of both internal and external audiences, including the ability to communicate complex or technical information in a clear and concise manner.
• Strong organizational, analytical, and problem-solving skills with great attention to detail.
• Solid PC skills: Proficient with Microsoft applications, including the ability to write and execute complex formulas, macros, lookup and pivot tables from multiple files or databases; in-depth knowledge of technology concepts.
• Must be able to manage multiple projects and work in a fast-paced environment with changing priorities.
• Self-motivated, independent worker who performs well under strict deadlines.
• Experience with Pivot Tables and Passport reporting suite, including building and scheduling reports.

Preferred/Other Qualifications

• Experience with Avaya Call Management System (CMS) and Avaya Proactive Contact (APC) software.
• Experience with MSO/LPS/MSP.
• 2+ years previous loan servicing experience.

Benefits

• Medical, Dental, Vision, Wellness, Flexible Spending Account, and Employee Assistance Program and more.
• Employer paid Life Insurance, Short Term Disability, and Long-Term Disability.
• 401 (K) Plan with company match
• Paid Vacation, Sick, Personal and Holidays

Physical Demands And Work Environment

The employee must be comfortable in either an on-site office setting, or a quiet, designated work from home space that is free from distractions and noise. The employee is regularly required to communicate (give/receive) information through multiple methods of communication with clear understanding from others. Must be able to exchange accurate information in these situations.

The employee must be able to remain in a stationary position and/or move about the organization or remote office. The employee is frequently required to stand or walk (or otherwise move through the organization); sit; use hands to type, write, handle, or feel and reach. May occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs. Employees may be required to type and utilize a computer for long periods of time.

The employee may be required to frequently operate a standard variety of office equipment including computers, calculators, copy machines, computer printers and phones. The noise level, if working on-site, is usually moderate and typical of an office environment.

In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable an employee with a qualified disability to satisfactorily perform the essential functions of the job.