Client Correspondence Business Analyst
The position is described below. If you want to apply, click the Apply Now button at the top or bottom of this page. After you click Apply Now and complete your application, you'll be invited to create a profile, which will let you see your application status and any communications. If you already have a profile with us, you can log in to check status. Need Help? If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (accommodation requests only; other inquiries won't receive a response). Regular or Temporary: RegularLanguage Fluency: English (Required) Work Shift: 1st shift (United States of America)Please review the following job description:Provides strategic support to Mortgage Servicing Line of Businesses in delivering an excellent client experience throughout the servicing life-cycle.ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time. 1. Analyzes MCS, MPS, HPCR, and DCC call data, VOC surveys, complaints data, and call samples to identify trends that illuminate Client Experience areas in need for improvement.
2. Monitor self-service analytics, compares to desired servicing benchmarks, and identifies areas of improvement.
3. Works with Servicing LOBs, and supporting departments to identify opportunities for improvements to policies, procedures, processes, tools and resources that satisfy all regulatory, investor, and credit risk requirements, while delivering a client experience that is simple, straightforward, and one that leads to higher client satisfaction and financial confidence.
4. Provides support and engages CID team as appropriate to ensure client communications are aligned with the goals of servicing client experience.
5. Provides strategic support to MCS, MPS, HPCR, and DCC teammates with conversation guides to promote client centric interactions that inspire trust.
6. Provides support to Servicing Client Experience and Client Correspondence Manager to tell a cohesive client experience story to mortgage servicing to gain buy-in for new client experience initiatives. QUALIFICATIONS
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. College Degree or five years or more of experience in Mortgage Industry, or equivalent education and related training or experience.
2. Deep passion for delivering an excellent client experience that leads to sustainable homeownership, and deep understanding of mortgage client journey that starts before application and goes beyond paying off the mortgage.
3. Strong communication (verbal and written) and interpersonal skills to fully identify client and LOB needs
4. Ability to flex and adapt to constantly shifting priorities in a fast paced and ever-changing environment
5. Ability to produce results by stretching for what is ideal in the long run and settling for what is doable in the short term.
6. Ability to collaborate with all levels of teammates to bring projects to fruition.
7. Strong analytical and presentation skills required to use data to weave a cohesive narrative around client experience initiatives.
8. Basic computer navigation and keyboarding skills, including ability to multi-task and navigate between multiple systems.
Preferred Qualifications:
1. Five years of managerial and/or project management experience in a call center environment. General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position.Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truists generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truists defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work. Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace. EEO is the Law E-Verify IER Right to Work
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