Mortgage Business Operations Analyst

Job Summary

The Mortgage Business Operations Analyst supports the Mortgage Services team by utilizing strong analytical skills to analyze current project requests and forecast future efforts. This role conducts root cause analysis, scopes project and enhancement requests, and identifies process improvement areas to optimize operational efficiency and reduce risk. The Mortgage Business Operations Analyst collaborates with the Mortgage Systems team and Project Manager to define the scope of operational improvements and solve issues to support Mortgage's strategic plan and cross-functional teams to ensure alignment with business goals.

The Mortgage Business Operations Analyst reports to the Sr Mortgage Technology and Process Manager.

About UFCU

Our Credit Union was founded in 1936 and has grown to serve members throughout Texas and beyond. At UFCU, we are more than just a financial institution, and our people are more than just employees. We are dedicated to our purpose of empowering our Members to achieve financial success and build brighter futures.

In pursuit of our aspiration that UFCU is loved by millions of Members and built to thrive for generations, we are guided by our values:

Purposefully Member-Obsessed

We are driven by a profound sense of empathy to deeply understand our Members’ needs and  preferences, what brighter futures means to them, and the obstacles in their way. We act in our Members’ best interests, forever seeking to empower their financial success.

 Possibilities Reimagined

We are inspired to courageously experiment, learn, and iterate in pursuit of positive impact for our Members, UFCU, and coworkers. We challenge assumptions, embrace diverse perspectives, and make use of data and insights.

Performance Excellence Rooted in Unwavering Integrity

We do the right thing, always. We champion teamwork, accountability, and continuous improvement, and celebrate the successful outcomes of others, fostering an inclusive environment of excellence and collaboration.

Essential Functions

• Work collaboratively with the Systems Team, Mortgage Lending leadership, and subject matter experts to define the problem, interview stakeholders, identify the root cause, present findings, and provide potential solutions.
• Gather business requirements by assessing business needs and providing analytical support for mortgage-related projects and initiatives.
• Collaborate with leadership and technology teams to analyze project and process requests for root cause analysis and scope effort.
• Evaluate, assess, and recommend new opportunities for enhancing software, applications, and processes.
• Gather and analyze data to identify trends, monitor key performance indicators, and produce actionable insights for project requests.
• Perform qualitative and quantitative data analysis to inform project requests and scoping decisions.
• Prepare/collaborate on presentations, reports, white papers, etc.
• Serve on teams and task groups for projects/initiatives within Mortgage and across the organization.
• Act as a liaison and technical resource between management, systems team, and employees to define and communicate operational policy and procedure standards.

Other

• Adheres to all company policies, procedures, and business ethics codes.
• Completes required regulatory training as assigned.
• Maintains strict adherence and compliance to all laws, rules, regulations, and internal controls specific to the role, including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC, and Fair Lending regulations.

Knowledge/Skills/Abilities

 Knowledge

• Advanced knowledge of policies, procedures, products, and regulatory requirements for Mortgage Lending.
• Strong understanding of project management, testing methodology, and procedures.
• Understanding of process improvement practices or methodologies.
• Proficiency with Microsoft Office Suite.
• Proficient in data analysis, using tools including Excel or SQL.

Skills

• Strong verbal and written presentation and communication skills, including utilization of presentation software.
• Strong problem-solving, priority-setting, and decision-making skills.
• Strong analytical and research skills with the ability to translate, quantify and manipulate complex information and lead teams to devise solutions to business problems.
• Strong organizational skills, with the ability to prioritize with a positive and solution-oriented mindset.
• Strong process development skills.

Abilities

• Strong attention to detail with the ability to manage multiple deadlines simultaneously.
• Collaborative team player who operates well in a dynamic environment.
• Strong idea generator with the ability to think creatively and innovatively.

Competencies

• Demonstrating Member Obsession

• Puts themselves in the Member’s shoes
• Looks for friction points
• Makes it personalized and easy

• Demonstrating Performance Excellence

• Sets standards for elevating excellence
• Ensures elevated quality
• Takes responsibility
• Conducts continuous improvement

• Demonstrating Innovation

• Challenges current thinking
• Approaches change with a positive mindset

Experience

Minimum Requirements

• Bachelor's Degree. Years of relevant experience may be substituted for a degree.

• Minimum of five (5) years of Mortgage industry experience.
• Strong experience utilizing Microsoft Office, specifically Word and Excel

• Experience in managing multiple priorities independently or in a team environment to achieve goals.

• Financial Services or credit union experience.
• Must be bondable.

Preferred Requirements

• Experience in problem resolution, including determining the root cause, scope, and scale of issues.
• Proficient in data analysis, including Excel or SQL.

• Experience in leading projects and initiatives of small to medium scope.
• Experience working with process improvement initiatives.
• Experience in working effectively with diverse internal and external contacts.
• Experience in collaborating to prepare and deliver business presentations.

Physical Demands

The physical demands described are representative of those that must be met by an employee, with or without accommodation, to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Frequent

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus.
• Employee will make extensive use of the telephone and virtual communications requiring the ability to effectively and accurately explain complex information.

Work Environment

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. 

• This position requires frequently working onsite at UFCU Plaza in Austin, Texas.
• This position may involve periodic stressful conditions.
• May occasionally require an adjusted work schedule, overtime, and evening/weekend hours.
• May occasionally move from one work location/branch to another.
• Public contact position, requiring appropriate professional appearance.
• Frequent computer use at a workstation of up to two hours at a time.
• The noise level in the work environment is usually quiet.

#INDUFCU