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Finance of America · 1 day ago

Customer Experience Analyst

United States

Full-time

Remote

Mid Level

$57K/yr - $65K/yr

3+ years exp

Finance of America is a company that helps homeowners 55+ access the equity in their homes through reverse mortgage solutions. The Customer Experience Analyst will support the management and resolution of customer inquiries, conduct loan-level reviews, and collaborate with cross-functional teams to improve processes and customer satisfaction.

BankingFinancial ServicesLending

Responsibilities

Serves as the primary point of contact for internal teams and external customers regarding inquiries, issues, and information requests

Responds to inquiries across multiple channels with professionalism, accuracy, and timely follow-up

Maintains complete and accurate documentation of customer interactions to support resolution and recordkeeping requirements

Collaborates with Operations, Compliance, Servicing, and other teams to gather information and resolve customer concerns

Conducts detailed loan-level reviews using keyword searches and established criteria to surface trends or emerging issues

Analyzes customer communications to identify recurring themes, patterns, or potential process gaps and escalates findings as needed

Prepares clear written responses, summaries, reports, and dashboards outlining review results, trends, and recommended actions

Supports continuous improvement efforts by participating in training, calibration sessions, and workflow enhancement initiatives

Recommends updates to procedures or review methodologies based on identified trends or customer feedback

Maintains a high standard of professionalism, grammar, and clarity in all written and verbal communication

Performs other duties as assigned

Qualification

Mortgage industry experienceAnalytical skillsCustomer communicationCFPB regulations knowledgeMicrosoft Office proficiencyTeamwork orientationAdaptabilityProblem-solving skills

Required

Minimum 3 years of experience in the mortgage industry; servicing or customer-facing experience preferred

Strong research, analytical, and problem-solving skills with the ability to identify trends and summarize findings

Strong written and verbal communication skills, exceptional attention to detail, and the ability to identify trends or issues within customer interactions

Proficiency in Microsoft Office products (Excel, Word, Outlook) and ability to learn new systems and applications

Strong interpersonal skills, teamwork orientation, and ability to perform effectively in a fast-paced, highly visible environment

Demonstrated adaptability in a dynamic organizational setting

Ability to apply sound judgment and strategic thinking when evaluating issues or making decisions

High School Diploma or GED

Preferred

Demonstrated experience partnering with cross-functional leadership preferred

Strong understanding of mortgage industry practices, including complaints management, borrower experience, and reverse, forward, or commercial products

Familiarity with CFPB regulations, GSE guidelines, and FHA/HUD requirements preferred

Bachelor's Degree

Benefits

Health

Dental

Vision

Life insurance

Paid time-off benefits

Flexible spending account

401(k) with employer match

ESPP

Company

Finance of America

Finance of America Reverse LLC dba Finance of America (NMLS 2285) is the consumer brand and reverse mortgage operating subsidiary of its parent company, Finance of America Companies Inc.

Founded in 2013

New York, New York, USA

501-1000 employees