Operations Analyst (Loss Mitigations Operations Support Analyst)

Quality Control Coordinator

Responsible for coordinating and administering a preventative quality control program within the Loss Mitigation department. This role involves conducting quality testing for Mortgage and / or Consumer products, critiquing existing processes, and making suggestions for best practices. The position requires identifying gaps in workflows and developing solutions to address deficiencies. Additionally, the role includes analyzing the work of team members, identifying needs for correction and remediation, and providing individual / group coaching and process development. The position also supports the remediation efforts related to internal and external audits.

Candidates should possess a working knowledge of regulatory and investor guidelines (e.g., FNMA, FHLMC, FHA) as they pertain to Loss Mitigation.

Essential Job Functions :

Review and reperform the work of Loss Mitigation associates to provide preventative controls over the work before it affects the Department, Bank or Consumer

Auditing of work performed by internal Loss Mitigation associates and collect data for audit reviews

Manage daily reviews of process quality testing results and exception reporting for Mortgage and / or products ensuring timely remediation

Coordinate control plans and analyze quality testing / results and exception reporting to identify need for corrections to achieve expected results

Analyze quality results to determine trends, risks, and develop solutions for process enhancements

Review and analyze borrowers' financial documents, including financial statements, hardship letter, tax returns, bank statements, pay stubs, profit and loss statements, awards letters, and credit bureau reports to complete independent assessment of initial underwriter's review and provide recommendation that influences credit decisions

Operate as last line of defense for Loss Mitigation decisions, final modification and regulatory letters through independent assessment within RESPA required timelines

Utilize control reports to observe agents' actual state compared to schedule state compared to service

Complete daily reviews of high-risk regulatory driven letter / document level agreements and partners with agents / management to take action based on observations

Operate within strict regulatory and operational SLAs

Determine accuracy of borrower eligibility for Loss Mitigation workouts based upon proprietary, GSE, HUD, and MHA / HAMP criteria

Identify gaps in the processes / workflows and develop solutions to address deficiencies

Maintain knowledge of compliance mandates, mortgage servicing policy and procedural updates and investor specific guidelines and related changes in the mortgage servicing industry

Operate as a mentor to Loss Mitigation Underwriting and Single Point of Contact teams through informal process coaching and continuous improvement development

Facilitate process innovation and / or special projects assigned by manager

Move process updates through a change control process to make sure all impacted parties are aware of updates, and changes needed to downstream processes are addressed as well

Apply a continuous improvement mindset, offering suggestions on process improvements, efficiency gains, and always thinking of how to better accomplish our tasks and goals

Assist in project management to ensure initiatives progress from idea to implementation

Conducts Single Point of Contact workflow training and provides on-going advisory support to direct system users and management

Proven ability to comprehend and perform complex activities independently

Marginal or Peripheral Functions :

Navigation in internal lending systems

Required Qualifications :

Experience in mortgage servicing, consumer products, or consumer experience

Ability to thrive in a dynamic business environment, demonstrating flexibility and commitment

Proven leadership and interpersonal skills

Exceptional organizational skills with the ability to manage multiple projects and priorities effectively in a fast-paced work environment

Strong time management and organizational abilities, with a fast-learning, self-motivated attitude and comfort in taking initiative and handling several priorities simultaneously

Excellent analytical skills, attention to detail, and ability to work within time constraints

Outstanding oral and written communication skills

Ability to interact effectively at all levels within the bank

Preferred Qualifications :

At least one year of underwriting experience

Experience in Loss Mitigation Underwriting

Proficiency in analyzing title reports, credit reports, residential appraisals or broker price opinions, financial statements, and tax returns

Familiarity with investor guidelines (e.g., Fannie Mae, Freddie Mac)

Knowledge of RESPA regulations

Experience in default management

An Associate's Degree or higher, or equivalent training and / or work experience in a related role

Previous experience in Quality Review

Ability to quickly acquire detailed knowledge of departmental policies, practices, and procedures

Background in operations or finance

Strong data analysis and spreadsheet skills

Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties. Selected candidate will work a minimum of two days (Tuesday and Wednesday) each week at the office location.

Compensation and Benefits :

This position is eligible to earn a base salary in the range of $46,000.00 to $65,000.00 annually depending on location and job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance.

KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.