Operations Analyst

About the role

• The Client Updates & Metrics – Operations Analyst supports the accurate intake, tracking, reporting, and communication of client directives, scorecards, policy updates, and performance requirements. This role maintains organized records, prepares recurring reports, follows open items through completion, and helps operational teams understand current client expectations. The Analyst reports to the Manager, Client Updates & Metrics and supports all states and business lines.

What you'll do

• Monitor assigned shared inboxes for client directives, scorecards, performance reports, deadlines, and related communications.
• Review incoming items, record required details, route work to the appropriate people, and provide timely receipt confirmations when required.
• Identify misrouted or unrelated communications and redirect them to the appropriate department.
• Maintain scorecard logs, directive trackers, deadline calendars, reference matrices, and supporting documentation.
• Collect and organize scorecard results and operational performance data for review by the Manager and operational leaders.
• Prepare recurring reports that clearly show results, trends, open items, due dates, and follow-up status.
• Coordinate rebuttal support by gathering documentation, tracking deadlines, recording responses, and maintaining final submissions.
• Update written procedures, client requirement summaries, and reference materials when approved changes are received.
• Track directives, corrective actions, and client-requested changes through completion; follow up on overdue or incomplete items.
• Assist with the operational portions of client audits by organizing requested documents, maintaining request lists, and tracking responses.
• Support implementation of new client requirements by distributing approved information and confirming that assigned tasks are completed.
• Perform quality checks on reports, trackers, and communications before distribution.
• Escalate unclear requirements, conflicting instructions, missed deadlines, and material performance concerns to the Manager.
• Assist with dashboards, presentations, meeting materials, and other reporting needs as assigned.

Qualifications

• Associate or bachelor’s degree in Business Administration, Finance, Legal Studies, Data Analytics, or a related field preferred; relevant experience may be considered in place of a degree.
• Two or more years of experience in mortgage default operations, mortgage servicing, legal operations, client reporting, quality assurance, or a related environment preferred.
• Experience maintaining trackers, preparing reports, and coordinating deadline-driven work preferred.
• Experience with client scorecards, audits, directives, or performance reporting is beneficial.

Skills & Competencies

• · Strong attention to detail, organization, follow-through, and deadline management.
• Ability to review data, identify inconsistencies, and summarize findings in plain language.
• Proficiency with Microsoft Excel, Outlook, Word, Teams, and SharePoint; experience with Power BI or similar reporting tools preferred.
• Clear and professional written and verbal communication skills.
• Ability to manage multiple workstreams and maintain accurate records in a fast-paced environment.
• Working knowledge of mortgage default operations or mortgage servicing preferred.
• Sound judgment when handling client information, deadlines, and sensitive business matters.

This description summarizes the general content and requirements of the position. It is not an exhaustive list of duties, responsibilities, or physical requirements. Management may assign or reassign duties at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.