Analyst

General Description

Analyze and assist customer’s complaints which could be arising from touch points or back office processes.

Essential Duties and Responsibilities

The ideal candidate manages escalated claims/complaints from Mortgage Servicing customers; analyzes the root cause and available options to resolve the matter. Routes, monitors and tracks the escalated claims/complaints and ensure an effective resolution; analyzes the data regarding borrower’s complaints to identify weaknesses and critical situations that could be affecting our customers. Establish work plans to improve borrower’s experience.

Minimum Education

Bachelor's Degree in Business Administration
Experience

At least two (2) years of experience related to Loss Mitigation processes.

Other Qualifications

Knowledge in mortgage.

Oral and written proficiency in both English and Spanish.

Know and identify documents related to mortgages (Settlement Statements, mortgage deeds, legal documents, promissory notes, policies, etc.)

Computer skills including knowledge of Windows Microsoft Office applications (Word, Excel, PowerPoint, etc.)

Proficiency in office skills and filing systems.

Must have an excellent disposition and be customer service-oriented.

Ability to work with multiple task simultaneously, under pressure and meet deadlines in the work plan.

Capacity to work in teams and collaborate with peers in order to meet common goals.

Knowledge the all of the products that are working in Popular.

Competencies

Accountability
Analytical Discipline
Business Excellence
Change Agent
Character
Collaboration & Teamwork
Customer Centric
Self Development
Additional Information

The information provided here is only a general guide as to the nature of the position and does not constitute an exact description of the goals, tasks, duties and responsibilities of the position. The specific details of each position are described in the employee’s performance evaluation.