Operations Solutions Analyst

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 7,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:

The Operations Solutions Analyst plays a key role in bridging the gap between business stakeholders and technology teams. This position is responsible for gathering, analyzing, and translating business requests into actionable technical requirements, ensuring that solutions are delivered successfully, and business needs are met.

Job Responsibilities:

• Collaborate with specialists to understand business needs, workflows, and gather technical requirements for requests and projects.

• Convert business requests into clear, detailed user stories for technology teams ensuring alignment with project goals and objectives.

• Develop and document stories in JIRA, including comprehensive QA testing criteria to ensure accurate and effective testing.

• Review business requests with technology teams to ensure understanding, feasibility, and alignment on project goals.

• Facilitate and troubleshoot any challenges associated with the request.

• Establish and maintain effective business relationships with internal and external partners.

• Oversee the completion and success of customer support initiatives across multiple requests and projects, ensuring stakeholder satisfaction.

• Communicate expectations clearly with stakeholders to ensure alignment and prevent misunderstandings.

• Assist with providing material and documentation for audits and reviews.

• Lead and participate in meetings to gather requirements, present findings, and provide status updates to stakeholders.

• Take on additional responsibilities as required to support the success of the team and the business.

Qualifications and Skills:

• 4+ years’ experience in the mortgage industry.

• Encompass LOS experience.

• JIRA experience, a plus.

• Knowledge of the overall mortgage workflow.

• Knowledge of all agency guidelines.

• Knowledge of compliance and disclosure requirements.

• Excellent prioritization, organization, and time management skills.

• Excellent conflict management and negotiation skills.

• Proficient in Microsoft Office suite (Word, Excel, and Outlook).

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

Pay Range:

• Annual Salary: $65,000-$80,000

• The posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.