Associate SME, Program Assistance Division (PAD)
Remote · United States or St. Louis, Missouri, United States
Job Summary
SME, Associate - Program Assistance Division (PAD) for USDA Rural Development (RD) Loan Servicing. Reports to the Head of PAD and is responsible for recommending and implementing data-driven industry best practices, KPI design, reporting, workflow optimization, and transformation. Supports PAD in providing efficient, accurate responses to inquiries, ensures loan information is reported to Credit Reporting Agencies per applicable laws, and fosters excellent customer service through a help desk for RD Field and State Offices with loan origination and servicing inquiries. Key duties include data analysis and performance measurement related to loan servicing, policy interpretation, stakeholder communication, large dataset analysis, dashboard creation, and automated reporting using Excel, SQL, Tableau/Power BI, and other tools. Must collaborate cross-functionally with Operations, QA, Workforce/Flow Management, and leadership; maintain data accuracy and apply statistical analysis techniques. Remote work with occasional travel to St. Louis or DC offices; core hours 6:00 AM–6:00 PM CST, Monday–Friday.
Required Qualifications
- Strong proficiency in data analysis, reporting, and performance measurement related to loan servicing
- Strong policy background
- Reporting expertise to capture and track congressional and cross-sectional policy
- Effective communication and written skills for internal and external stakeholders
- Ability to analyze large data sets to identify trends
- Advanced Excel and Microsoft tools (pivot tables, VLOOKUP/XLOOKUP, formulas, charts)
- Experience with reporting tools (Tableau, Power BI, Qlik)
- Knowledge of workforce management concepts
- Familiarity with loan servicing platforms used in government or private sector operations
- SQL query experience for data extraction and manipulation
- Ability to work cross-functionally with operations, Quality Assessment, Work Force/Flow Management, and leadership
- Problem-solving and proactive performance improvement
- Understanding of customer experience metrics and root cause analysis
- Ability to create dashboards and automated reports
- High attention to detail and data accuracy
- Experience with statistical analysis techniques
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