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PHEAA · 1 month ago

Sr Loan Operations Analyst

Harrisburg, PA

Full-time

Hybrid

Mid, Senior Level

$61K/yr - $61K/yr

3+ years exp

PHEAA is a nonprofit student aid organization that holds a mission of providing affordable access to higher education. This role is responsible for the administration of new and existing loan products, serving as a technical liaison, and managing client support while ensuring the accuracy of loan program definitions and enhancing processes.

EducationFinancial ServicesLending

Responsibilities

Analyze, capture, and understand the true needs of the client, gathering information efficiently by interviewing customers using probing questions, to understand the nature of a problem to find a mutually beneficial resolution

When necessary, interact with clients to determine present and future needs and discuss progress toward solutions

Manage new business initiatives by attending conference calls; as well as ensuring data mapping is completed by staff with DTS collaboration

Facilitate and/or lead internal/external discussions concerning the technical elements needed to convert new business onto the servicing platform

Serve as subject matter expert for the Loan Program Definition tables, as well as research problems and identify solutions, to assist clients with a general understanding of the nature of a problem and to advise of the resolution

Review promissory notes, servicing guidelines/amendments, while coordinating and gathering best practices with business units, and provide unified comments on the servicing systems ability to accommodate requests

Review and research past/present servicing guidelines/amendments and highlight potential impact to proposed servicing guidelines

Maintain a library of past and present servicing guidelines and amendments

Maintain configurable Loan Program Definition tables which directly impact servicing functionality

Quality assures Loan Program Definition records to ensure accuracy and desired results

Recommend improvements or enhancements regarding existing Loan Program Definition tables

Communicate with internal/external customers ensuring a consistent understanding of the servicing system’s functionality

Provide alternatives for meeting client requests for system enhancements to meet deadlines through workarounds, modification to processes/programs within current system functionality

May provide supporting documentation for system change requests for new or modified functionality; and may participate in defining the business requirements for system changes or new functionality

Proactively recommend enhancements to processes or issue resolution

Create and Maintain Knowledge Resources

Organize information and complete writing assignments according to established standards regarding order, clarity, conciseness, style, and terminology

Proofread, edit, and format documents for accuracy and consistency according to department and agency writing style guidelines

Review published materials and recommended revisions or changes in scope, format, content, and methods of publication, recognizing opportunities where new knowledge content is required

Follow prescribed process flow to ensure all knowledge resources are properly reviewed by Subject Matter Experts, approved by designated stakeholders, and required versioning is retained

Finalize knowledge content and prepare PDFs and articles for publication

Monitor inboxes, incidents, and content feedback to ensure timely and accurate responses to requests

Provide guidance to Loan Operation Analysts, BSSA’s and others regarding system configuration

Assist in complex high-level discussions, collaboration and direct interaction with external parties and internal stakeholders. This will be accomplished by gathering statistics of key client issues and managing the reporting and responses to these issues

When necessary, develop client communication relating to any configuration/system issues and resolutions

When necessary, lead internal/external discussions and meetings regarding configuration/system issues

Collaborate with Business System Support Analysts (BSSAs) and Client Relationship Managers (CRMs) on escalated issue resolution and work with internal stakeholders to ensure the escalation is communicated and resolved timely

Establish priority of work and delegate to less senior employees

Perform ongoing management of client projects in terms of system configuration

Determine and manage tasks, issues, risks, projects, and research related requests

Monitor quality and rate of progress

Develop and maintain project scopes, plans, and priorities

Using agile methodology values, principles, and practices to plan, manage, and deliver solutions

Train, mentor, and support teams to follow agile values, principles, and practices

Schedule and facilitate prioritization events, meetings, and decision-making processes

Oversee the complex research and analysis of client submitted concerns and ensure the correct internal stakeholders evaluate the concerns for accurate resolutions and responses

Manage the creation and maintenance of analytics for configuration related issue resolution

Evaluate audit scope questions and oversee the development of the applicable response(s) to observations and findings

Resolve risk assessments

Manage the development and implementation of corrective action plans needed to resolve compliance concerns identified through internal/external compliance testing and audits

Document audit and risk assessment topics

Participate in and document all industry-wide conference discussions concerning student loan interest rates when applicable

Document process practices, improvements, and procedures

Provide process/technical expertise, such as streamlining processes using Structured Query Language (SQL)/Advanced Query Tools (AQT), to clients and internal stakeholders as it relates to system functionality

Create and execute queries to identify system discrepancies and potential issues, as necessary

Research and identify root cause of production errors encountered during production and testing processing

Recommend workarounds or needed changes and communicate to impacted users internally and externally

Provide feedback and proactively make recommendations to achieve process/system improvements

Build a highly capable, efficient, and cost-effective team that is passionate and committed to helping the business achieve goals

Develop and manage a high performing team, ensuring succession plans are in place

Provide on-going guidance, mentorship, feedback, and motivation to staff to ensure competent performance while adhering to department and PHEAA’s policies and procedures

Interview and recommend prospective candidates for open departmental positions

Make decisions in personnel matters (accountable for managing performance, performance reviews/feedback/coaching, disciplinary actions, and terminations). This includes monitoring attendance, leave requests, ensuring accuracy of hours worked and adherence to PHEAA’s policies and procedures

Oversee staff workload and provide opportunities for cross-system training

Evaluate staffing and training needs, and implement, in anticipation of upcoming business initiatives

Ensure the continued professional development of the department

Lead and collaborate with other peers on the highly analytical process of creating, maintaining and/or changing loan programs within the servicing platform

Assist Loan Operations Analysts to complete the translation of loan program requirements, and to prepare mapping documents for Digital Technology Solutions (DTS) department, so the loan programs will be serviced accurately on the servicing platform

Develop, analyze, and make recommendations based on metrics, to understand and reduce department liability (including root cause analysis), increase customer and client satisfaction and quality assurance to improve results

Provide documentation/information or prepared demos for RFP response for potential new clients, as needed

Comply with the Agency’s enterprise security and privacy policies and departmental procedures

Sponsor production remediations on behalf of Remote and Third-party clients, as needed

Stay current in industry specific knowledge

Other duties and projects assigned

Qualification

Analytical skillsLeadership skillsProject managementMicrosoft ExcelCommunication skillsTime managementProblem-solving skillsAttention to detail

Required

Bachelor's degree and three to five years of professional business administration experience or any relevant combination of training, experience, and/or certification(s)

Strong leadership and interpersonal skills, be very detail oriented, have strong organizational and time management skills with proven track record of leading a team toward successful completion with constraints

Advanced research, analytical and problem-solving skills

Advanced verbal and written communication skills with the ability to communicate with staff at all levels within and outside the organization

Advanced ability to challenge the status quo, identifies issues, and provides viable suggestions to improve

Advanced ability to delegate routine and important tasks and decisions clearly and comfortably

Advanced ability to defuse tension among a project team when needed

Proven attentive and active listening skills

Demonstrated attention to detail

Effective time management, organization, and prioritizing ability

Proven ability to meet deadlines and deliverables

Proficient intermediate level knowledge of Microsoft Excel

Proven experience compiling and analyzing data of moderate complexity

Proven experience with project management