SME, Customer Assistance Division (CAD) – Loan Servicing Operations
Hybrid · St. Louis, Missouri, United States or Washington, District of Columbia, United States
Job Summary
SME, Customer Assistance Division (CAD) – Loan Servicing Operations support for USDA Rural Development (RD) Loan Servicing. Remote work with occasional travel to St. Louis or Washington, DC offices. Responsible for recommending and implementing industry best practices across the end-to-end process from origination through acceleration, with a focus on servicing operations, data analysis, reporting, and cross-functional collaboration to improve performance and portfolio metrics.
Required Qualifications
- Servicing Operations, process improvement, and system design experience in a mortgage operations environment
- Experience with business process transformation and digital enablement
- Expertise in servicing a direct and/or guaranteed loan portfolio with more than 100,000 loans
- Strong proficiency in data analysis, reporting, and performance measurement
- Ability to analyze large data sets to identify trends, patterns, and opportunities
- Advanced Excel and Microsoft tools skills (pivot tables, VLOOKUP/XLOOKUP, formulas, charts)
- Experience with reporting tools (Tableau, Power BI, Qlik, etc.)
- 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
- Strong communication skills to translate insights into actionable recommendations
- Ability to work cross-functionally with Operations, Quality Assessment, Workforce/Flow Management, and Leadership
- Problem-solving skills and a proactive approach to improving performance
- Understanding of portfolio metrics and root cause analysis
- Ability to create dashboards and automated reports
- Close attention to detail and data accuracy
- Experience with statistical analysis techniques
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