Business Process & Optimization Analyst

Lakeview Loan Servicing; New York (NY); Remote; USD 80,000 - 105,000; Full time

Job summary

A leading company in loan servicing is seeking a Business Process and Optimization Analyst to support business transformation in the Consumer Direct Originations channel. This remote position entails collaborating with stakeholders, identifying process improvements, and delivering high-impact solutions while ensuring scalable and sustainable practices. Ideal candidates will have a degree in Business or Finance and extensive experience in residential mortgage lending, along with strong analytical skills.

Benefits

Annual bonus

Medical benefits starting on day one

Company-matched 401(k)

Qualifications

• 5+ years of experience in residential mortgage lending.
• 2+ years as a Business Analyst.
• Experience coordinating User Acceptance Testing (UAT).

Responsibilities

• Gather and analyze business data for decision-making.
• Lead requirement gathering sessions using process mapping.
• Support operational efficiency initiatives.

Skills

Analytical skills

Communication

Process mapping

Project Management

Education

Degree in Business, Finance, or related field

Tools

Visio

Lucidchart

Atlassian Trello

JIRA

Encompass

Job description

Overview

The Business Process and Optimization Analyst is a key role in the Consumer Direct Originations channel, responsible for supporting business transformation and strategic initiatives that directly impact the growth and efficiency of the organization. This role works closely with business stakeholders, technical teams, and cross-functional groups to ensure the seamless integration of new processes and accurately document the requirements necessary to support them. The Analyst will play a critical role in identifying inefficiencies, driving continuous process improvements, and supporting the team in delivering high-impact solutions. In addition, this role ensures that new processes and technologies are scalable and sustainable, helping the organization meet future demands and goals, ultimately contributing to the team's overall productivity and service delivery. This 100% remote role offers a competitive salary range of $80,000 to $105,000, an annual bonus, medical benefits starting on day one, and a company-matched 401(k).

Responsibilities

• Gather and analyze business data to support decision-making and develop Business Requirement Documents (BRDs).
• Lead requirement gathering sessions using techniques like process mapping, role shadowing, interviews, and use case modeling to capture detailed business and technical requirements.
• Responsible for developing business, functional, and non-functional requirements.
• Support operational efficiency initiatives by identifying process bottlenecks, driving continuous improvements, and applying industry best practices (e.g., Lean, Six Sigma) to improve productivity and service quality.
• Collaborate with stakeholders across departments to identify opportunities for process improvement and system enhancements.
• Coordinate and facilitate User Acceptance Testing (UAT) to ensure that all system changes meet business requirements and are rigorously tested before implementation.
• Consult on documentation related to release notes, training materials, and operational readiness.
• Assist Sales Managers and Mortgage Loan Originators (MLOs) with system-related questions, controls (e.g., hardstops), and issues related to Encompass and other supporting systems in production loans.
• Track key performance metrics (KPIs) to evaluate the effectiveness of system enhancements and operational improvements.

Qualifications

• A degree in Business, Finance, or a related field is preferred.
• 5+ years of experience in residential mortgage lending.
• 5+ years of hands-on experience with Encompass, either in a Business Analyst or operational capacity, is required.
• 2+ years of experience as a Business Analyst.
• Strong analytical skills with the ability to translate data into actionable insights.
• Experience coordinating or supporting User Acceptance Testing (UAT) efforts.
• Understanding of residential mortgage product guidelines.
• Experience creating process maps using tools such as Visio or Lucidchart.
• Excellent interpersonal and communication skills, with the ability to engage with stakeholders at all levels of the organization.
• Experience with tools like Atlassian Trello and JIRA is a plus.
• Knowledge of regulatory compliance requirements related to residential mortgage lending (e.g., RESPA, TILA, TRID, etc.) is a plus.
• Project Management experience and knowledge of project management tools (e.g., JIRA, Trello) is a plus.

Lakeview is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.

#LI-Remote

• A degree in Business, Finance, or a related field is preferred.
• 5+ years of experience in residential mortgage lending.
• 5+ years of hands-on experience with Encompass, either in a Business Analyst or operational capacity, is required.
• 2+ years of experience as a Business Analyst.
• Strong analytical skills with the ability to translate data into actionable insights.
• Experience coordinating or supporting User Acceptance Testing (UAT) efforts.
• Understanding of residential mortgage product guidelines.
• Experience creating process maps using tools such as Visio or Lucidchart.
• Excellent interpersonal and communication skills, with the ability to engage with stakeholders at all levels of the organization.
• Experience with tools like Atlassian Trello and JIRA is a plus.
• Knowledge of regulatory compliance requirements related to residential mortgage lending (e.g., RESPA, TILA, TRID, etc.) is a plus.
• Project Management experience and knowledge of project management tools (e.g., JIRA, Trello) is a plus.

Lakeview is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.

#LI-Remote

• Gather and analyze business data to support decision-making and develop Business Requirement Documents (BRDs).
• Lead requirement gathering sessions using techniques like process mapping, role shadowing, interviews, and use case modeling to capture detailed business and technical requirements.
• Responsible for developing business, functional, and non-functional requirements.
• Support operational efficiency initiatives by identifying process bottlenecks, driving continuous improvements, and applying industry best practices (e.g., Lean, Six Sigma) to improve productivity and service quality.
• Collaborate with stakeholders across departments to identify opportunities for process improvement and system enhancements.
• Coordinate and facilitate User Acceptance Testing (UAT) to ensure that all system changes meet business requirements and are rigorously tested before implementation.
• Consult on documentation related to release notes, training materials, and operational readiness.
• Assist Sales Managers and Mortgage Loan Originators (MLOs) with system-related questions, controls (e.g., hardstops), and issues related to Encompass and other supporting systems in production loans.
• Track key performance metrics (KPIs) to evaluate the effectiveness of system enhancements and operational improvements.