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Anza Mortgage Insurance Corporation · 5 months ago

Senior Mortgage Insurance Operations Analyst

Winston-Salem, NC

Full-time

Onsite

Senior Level

5+ years exp

Anza Mortgage Insurance Corporation is a fintech startup focused on empowering homeownership through credit risk protection. The Senior Mortgage Insurance Operations Analyst will support end-to-end processes in the Servicing & Claims Administration department, ensuring operational excellence and customer satisfaction while delivering exceptional service to all stakeholders.

Responsibilities

Deliver exceptional service to all ANZA MI stakeholders, including internal teams, external clients, vendors, and business partners

Ensure adherence to all Servicing & Claims policies and procedures as defined by the MI Operations Group

Manage operational workflows related to mortgage insurance servicing and claims with a focus on accuracy, efficiency, and compliance

Support client use of the Online Self-Service Portal and provide troubleshooting or guidance as needed

Collaborate cross-functionally to support other departments, promote teamwork, and contribute to the broader goals of the organization

Monitor and report on key operational metrics, service levels (SLAs), and performance trends

Analyze customer behavior and operational trends to identify areas for improvement or automation

Drive continuous improvement by identifying and implementing process enhancements and automation opportunities

Support production reporting and trend analysis for operational planning and decision-making

Participate in system testing, report validation, and quality control efforts

Assist in the preparation for and execution of internal, external, and SOX audits

Provide training and support for newly hired team members

Manage and resolve escalated issues and complex service inquiries with professionalism and attention to detail

Contribute to strategic initiatives and cross-functional projects as assigned

Develop and maintain a comprehensive understanding of mortgage insurance operations (servicing and claims)

Qualification

Claims processingServicing inquiries managementCustomer serviceProcess improvementCross-functional collaborationResearch skillsRelationship managementMicrosoft Office SuiteGoogle WorkspaceAdobe AcrobatWindows operating systemTime managementWritten communicationVerbal communicationActive listeningConflict resolutionMentoringProblem solvingIntegrity

Required

Proven expertise in managing servicing inquiries and requests with accuracy and professionalism

Strong knowledge of claims processing, including both initial and supplemental claims

Exceptional time management abilities, with demonstrated skill in balancing multiple priorities and meeting tight deadlines

Superior written and verbal communication skills, with the ability to convey complex information clearly and effectively

Strong active listening and interpersonal skills

Demonstrated excellence in customer service and conflict resolution, ensuring positive outcomes for all parties

Well-developed research and decision-making capabilities

Experience mentoring and coaching peers or junior team members

Ability to thrive both independently and collaboratively within a dynamic, fast-paced environment

Proactive and resourceful problem solver with a focus on innovation and continuous improvement

Self-motivated and results-oriented, with a strong sense of ownership and accountability

Proven ability to navigate cross-functional collaboration, managing relationships and expectations across multiple stakeholders

Skilled in handling sensitive or complex situations with tact, diplomacy, and professionalism

Strong relationship management and interpersonal skills

Unwavering integrity and ethical standards

Proficient in Microsoft Office Suite, Google Workspace, Adobe Acrobat/Acrobat Pro, collaboration tools (e.g., Slack, Teams), and the Windows operating system

5+ years relevant experience required