Marketing Analyst

Overview

The Sub Servicer Marketing Analyst will play a key role in driving lead generation from mortgage servicing channels, ensuring seamless integration of marketing efforts across customer service, digital touchpoints, and borrower communications. Reporting to the Channel Marketing Manager, this position focuses on optimizing the servicing channel lead funnels, analyzing customer interactions, and enhancing channel performance to increase loan inquiries. By leveraging data insights, AI-driven call analysis, and collaboration with our sub-servicers, the Sub Servicer Marketing Analyst will help refine customer service marketing pitches, implement digital tools, and improve customer engagement with Lakeview Loan Servicing. This fully remote role offers a competitive salary range of $65,000 to $75,000, an annual bonus, medical benefits starting on day one, and a company-matched 401(k).

Responsibilities

• Drive lead generation through servicing channels such as customer service, online dashboard banner ads, post-login product pages, monthly statement inserts, and other servicing touchpoints, ensuring marketing efforts effectively convert servicing interactions into origination leads.
• Monitor and analyze lead funnels across servicing channels, tracking opportunities from flagged eligibility through funding, and providing actionable insights to optimize lead generation and conversion rates.
• Evaluate servicing channel interactions across all sub-servicers to identify trends, areas for improvement, and opportunities to drive loan inquiries.
• Research, recommend, and support the implementation of digital tools, such as home value estimators and real estate widgets, to enhance customer engagement with servicing channels and drive lead generation.
• Leverage AI-powered call analysis to review large volumes of customer service calls, assessing agent performance in delivering the marketing pitch, executing warm transfers, and capturing customer feedback.
• Analyze AI-generated insights to identify trends, optimize scripting, and recommend targeted agent training to improve transfer rates and maximize lead generation.
• Analyze quarterly Net Promoter Score (NPS) surveys to evaluate customer sentiment, pinpoint opportunities for enhancing customer experience, and assist in partnering with all sub-servicers to implement initiatives that improve the servicer marketing experience
• Support efforts to leverage satisfied customers for online reviews, strengthening brand reputation and reinforcing trust in Lakeview as a homeownership partner.
• Assist in partnering with Lakeview Digital to ensure alignment between marketing efforts, advocate brand consistency, and push for initiatives that enhance customer experience while driving loan inquiries and applications.
• Develop and deliver comprehensive reports and presentations on servicing channel lead performance, conversion trends, and key metrics to stakeholders, supporting data-driven decision-making.
  
  

Qualifications

• Bachelor’s degree in Business with an emphasis in Marketing or Communications preferred.
• 1-3 years of experience in marketing, preferably in mortgage servicing, sub servicing, or financial services
• Strong analytical and problem-solving skills with the ability to interpret complex data and provide actionable insights.
• Familiarity with customer satisfaction metrics, including NPS and sentiment analysis.
• Familiarity with digital marketing trends, customer engagement tools, and user experience principles.
• Proficiency in tools such as Excel, CRM platforms, and survey software; experience with data visualization tools (i.e., Power BI) is a plus.
• Exceptional communication skills, with the ability to convey findings and recommendations to both technical and non-technical audiences.
• Excellent project management and organizational skills, with attention to detail and a focus on meeting deadlines.
• Ability to work under pressure and meet tight deadlines with little margin of error.
  
  

Lakeview is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.