Mortgage Servicing - Lead Process Improvement Analyst

Discover. A brighter future.

With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it — we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.

Come build your future, while being the reason millions of people find a brighter financial future with Discover.

Job Description:

Responsible for leading initiatives, developing strategic enhancements, and completing ongoing monitoring for Mortgage Servicing and the oversite of third-party vendors. Innovates and drives operational strategies and processes re-engineering service delivery channels to meet business and operational goals. Ensures a streamlined and differentiated customer experience. Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management.

Responsibilities

• Manages operational metrics and identifies opportunities to improve brand promise, service levels, and customer satisfaction.
• Manages strategies that drives plan goals, monthly forecasting, and overall volume forecasting.
• Identifies and implements Process Improvements that enhance the customer experience and improve efficiency.
• Manages and monitors third-party vendors.
• Engages with internal and external business partners to formulate actionable solutions to business problems.
• Documents business processes and procedures. Maintains documentation for change management.
• Ensures compliance with policies and regulations through development and oversight of controls and operational reporting.
• Effectively and consistently communicate statuses and results.

Minimum Qualifications

At a minimum, here’s what we need from you:

• Bachelor's Degree in Finance, Business, Information Technology
• 4+ years of experience in Operational Management, Mortgage or Home Equity origination, Computer System Management, or related field
• In lieu of a degree, 6+ years of experience in Operational Management, Mortgage or Home Equity origination, Computer System Management, or related field

Preferred Qualifications

If we had our say, we’d also look for:

• 6+ years of experience in Operational Management, Mortgage servicing or Home loan origination, Computer System Management, or related field
• Lean, Six Sigma

Application Deadline:

The application window for this position is anticipated to close on Apr-08-2024. We encourage you to apply as soon as possible. The posting may be available past this date, but it is not guaranteed.

Compensation:

The base pay for this position generally ranges between $75,500.00 to $127,900.00. Additional incentives may be provided as part of a market competitive total compensation package. Factors, such as but not limited to, geographical location, relevant experience, education, and skill level may impact the pay for this position.

Benefits:

We also offer a range of benefits and programs based on eligibility. These benefits include:

• Paid Parental Leave

• Paid Time Off

• 401(k) Plan

• Medical, Dental, Vision, & Health Savings Account

• STD, Life, LTD and AD&D

• Recognition Program

• Education Assistance

• Commuter Benefits

• Family Support Programs

• Employee Stock Purchase Plan

Learn more at mydiscoverbenefits.com.

What are you waiting for? Apply today!

All Discover employees place our customers at the very center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.

Discover is committed to a diverse and inclusive workplace. Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status. (Know Your Rights & Pay Transparency Nondiscrimination Provision)

Discover complies with federal, state, and local laws applicable to qualified individuals with disabilities and is committed to providing reasonable accommodations. If you require a reasonable accommodation to search for a position, to complete an application, and/or to participate in an interview, please email HireAccommodation@discover.com. Any information you provide regarding your accommodation needs will be kept confidential and will only be used to determine and provide necessary accommodation.