Sr HELOC Consumer Operations Analyst

• Monitor and evaluate operational performance using QC metrics, trend analysis, and reporting tools to identify risks and improvement opportunities.
• Analyze recurring servicing issues across consumer credit portfolios, identify root causes, and recommend corrective and preventive actions.
• Serve as a senior subject matter expert for HELOC and consumer line of credit operations, supporting analysts and cross-functional teams on complex cases.
• Develop and maintain process documentation, job aids, and analytical tools to ensure consistency and operational control.
• Assess new loan boarding processes, servicing models, and system changes for readiness, scalability, and risk impact.
• Partner with fraud, risk, and servicing teams to identify emerging risks and implement mitigation strategies.
• Collaborate with internal and external stakeholders, including vendors and call center teams, to ensure accurate and compliant borrower communications.
• Test, validate, and document new processes and system enhancements prior to implementation.

Requirements:

• High school diploma or GED required; Associate’s or higher degree preferred.
• Minimum 10 years of experience in consumer lending or lines of credit, with strong HELOC expertise.
• Extensive hands-on experience (10+ years) with the MSP servicing platform, particularly Consumer Loan Workstation.
• Strong background in fraud detection, credit risk monitoring, and servicing controls.
• Deep understanding of open-ended credit structures, repayment models, and mortgage servicing processes.
• Strong analytical skills with proven ability to resolve data discrepancies and perform root cause analysis.
• Excellent communication and collaboration skills across technical and non-technical stakeholders.
• Advanced proficiency in Microsoft Office tools, particularly Excel, and experience working in complex data environments.
• Strong attention to detail, organizational discipline, and ability to manage multiple priorities in a fast-paced setting.

Benefits:

• Comprehensive medical, dental, and vision insurance coverage.
• Paid time off, paid holidays, and flexible spending accounts.
• Health savings account options and wellness-focused benefits.
• Company-paid life insurance and employee assistance program.
• Matching 401(k) retirement savings plan.
• Stable and supportive work environment within a well-established financial services organization.
• Opportunities to contribute to high-impact operational and risk management initiatives.