Service Quality Analyst

The position analyzes the service quality of work performed in the REO service line. The position will deal with various aspects of the REO service including inspections, maintenance, quality control and repairs. The position will review detailed photos including the reviewing of loan histories to resolve any discrepancies or validate the performance of work completed to Safeguard clients. Determines responsibility for each order, and categorizes deficiency and monitor's Safeguard errors. Reports and summarizes results for management. Analysts are encouraged to recommend opportunities to improve processes, quality controls, training and other measures with the objective to improve Safeguard service quality.

RESPONSIBILITIES AND EXPECTATIONS

- Completes reviews of inspection results and loan histories as assigned while meeting productivity standards for position.
- Adheres to procedures for reviewing and resolving discrepant issues. Assists in the ongoing development and editing of these procedures.
- Partners with other teams within Safeguard to produce and distribute reports summarizing results.
- Develops analyses with insights on key trends identified and recommendations for reducing volume.
- Continuously provides recommendations for improving the efficiency and effectiveness of the service quality and resolution process, including participating in development and testing of relevant IT functionality.

SAFEGUARD'S CORE VALUES

- Customer Service= Resolution
- Teamwork
- Integrity
- Adaptability

QUALIFICATIONS AND REQUIREMENTS

- Focus on continuous process improvement and detailed objective analysis.
- Demonstrated history of problem-solving and developing analyses based on large data sets.
- Effective oral and written communication, time management and organizational skills.
- Demonstrated history of understanding client needs, identifying potential issues, and providing effective and timely resolution.
- Demonstrates teamwork - will need to work closely with several service lines within Safeguard.
- Expertise in spreadsheet and database and applications. These skills will be assessed as part of the interview process.
- 2+ years of progressive experience in the property preservation or related industry resulting in strong understanding of the foreclosure process and investor guidelines (FHA, VA, FNMA, etc).
- High School Diploma or GED equivalency required; Bachelor's degree in Business or equivalent strongly preferred.