Originations Services Analyst

at  Origence

We are looking to hire a talented Originations Services Analyst!
Responsible for supporting the Sr. Originations Services Analyst in the administration of new client/new product implementations within Origination Services with an emphasis on optimizing the experience and achieving exceptional results. Participate in the development, administration, and refinement of the onboarding and implementation process. Define, house, and communicate process best practices and industry best practices to clients to achieve best possible results. Assist clients in developing guidelines using BPO programs. Provide training and coaching on systems and processes during the implementation phase. Provide clients feedback for suggested enhancements to support improved outcomes during structured client reviews. Imagine, innovate, identify, and implement improved processes to increase efficiencies within the department. Works cross-functionally with all other departments within CU Direct including but not limited to: Implementations/Integrations, all branches of Sales, Product, Marketing, and Administration as appropriate for client implementation. Ensures the highest level of service and professionalism are provided to internal and external teams.

• Supports implementations of new clients, existing clients and new products, and on-going product and service improvements. Responsible for product and client support during implementation. (60%)
• Support implementations for new clients/products via a structured onboarding process and subsequent transition to normal BPO processing. Document new client procedures and train internal team on service requirements.
• Build relationships with clients; obtain trust and provide advisement where needed with a focus on optimizing the experience and achieving exceptional results.
• Ensure timely responses & resolution to operational issues for all dealer and credit union partners during implementation.
• Ensure service levels agreements are achieved during implementation, including timeline of implementation as well as execution on product and service delivery.
• Work closely with Sr. Originations Services Analyst to recommend and implement process improvements geared toward increased accuracy, improved turn time, improved service levels and maximization of revenue.
• Document implementation procedures and create tools to assist cross-functional partners in understanding needs and process for BPO implementations.
• Perform functions as needed within the Department.
• Responsible for coordination & communication with Operations Leadership (Director, Manager, Supervisors, Vice President). (30%)
• Coordinate training (internal/external) for implementation, including with overflow relationships.
• Maintain a professional and positive level of communication between areas.
• Communicate all issues, production or otherwise and escalate as necessary.
• Collaborate to resolve client and internal support issues both within BPO as well as within any CU Direct teams involved in implementations.
• Lead with our values and culture while fostering teamwork within the organization. (10%)
• Demonstrates the behaviors aligned with each value with clients and teammates across the organization.
• Value team members and commit to their growth.
• Innovate, embrace diversity of thought, and champion necessary change.
• Collaborate to create the best possible experiences for our team members and customers.
• Align on desired outcomes and take responsibility for achieving our goals.
• Work to foster and enhance teamwork within the organization.