Support Operations Analyst

Our Customer is a business and financial software company that develops and sells financial, accounting, and tax preparation software and related services for small businesses, accountants, and individuals. They are laser-focused on their customers, live and breathe innovation, and champion those who dare to dream. Their Mission is powering prosperity around the world. They do it by attracting the world’s top talent, bringing vital partners into their global platform, and leaving the world a better place through exceptional corporate citizenship.

We are seeking a Support Operations Analyst on a contract basis to support our Customer’s business needs. This role is 100% remote. Must work Pacific Time or Mountain Time hours.

What You'll Do:

• Support Loan Servicing Workstreams including fraud claims, checks/wires research & application, first payment delinquency investigations, servicing agent QA and monitoring, servicing agent training material development, tracking and monitoring bankruptcy/deceased/hardship processing, research and respond to credit reporting disputes, triage and resolve escalated complaint cases.
• Support Collections Workstreams by assisting with the refinement and exchange of contact files to third party agencies, facilitating the ingestion of contact results into the loan management system, and QA'ing to ensure clean data is being uploaded into the systems.
• Drive issue remediation: Manage edge cases and escalations across loan products and servicing platforms holistically; solving case by case, leveling up the learnings, tracking trends, and recommending improvements to policies and procedures to prevent additional issues.
• Documenting Procedures: You will work closely with the team to improve process documentation of servicing and collections policies and procedures.

• 3+ years of lending operations, loan servicing, or loan collections experience
• Ability to work independently – self-starter, enthusiastic and highly motivated
• Ability to work in a fast paced and quickly changing environment
• Strong analytical and problem solving skills with the ability to detect patterns, make data driven decisions, and exercise sound and balanced judgment
• Strong attention to detail with keen sense for accuracy to ensure payments, calculations, borrower communications, and agent interactions are free of errors. Identifying risks in processes such as manual payment application and fraud claims.
• Ability to learn loan servicing software and other systems is important. Ability to use excel is critical.
• Plus if they can write and run their own SQL queries for data and do their own analysis.
• Excellent communication and writing skills; strong organizational skills and attention to detail
• Knowledge of lending products and their relevant regulatory requirements, including KYC, TCPA, FDCPA Help drive the mindset that Compliance is a strategic advantage, enabling growth and customer delight

Perks are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Health Benefits: Medical, Dental, Vision, 401k, FSA, Commuter Benefit Program

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.