Client Operations & Metrics Analyst

The Mortgage Law Firm; Waco (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

The Mortgage Law Firm is seeking an Operations Analyst to support client updates, scorecards, policy updates, and performance reporting across states and lines.

You will monitor shared inboxes, record details, route work, maintain trackers and calendars, and prepare recurring reports for the Manager and operational leaders. Proficiency with Excel, Outlook, Word, Teams, and SharePoint is required; Power BI experience is a plus.

Qualifications

• Associate or bachelor's degree in Business Administration, Finance, Legal Studies, Data Analytics or related field preferred; relevant experience may be considered in lieu of a degree.
• 2+ years of experience in mortgage default operations, mortgage servicing, legal operations, client reporting, QA, or related environment preferred.
• Experience maintaining trackers, preparing reports, and coordinating deadline-driven work preferred.
• Experience with client scorecards, audits, directives, or performance reporting is beneficial.

Responsibilities

• Monitor assigned shared inboxes for client directives, scorecards, performance reports, deadlines, and related communications.
• Review incoming items, record required details, route work to appropriate people, and provide timely receipt confirmations.
• Identify misrouted or unrelated communications and redirect them to the appropriate department.
• Maintain scorecard logs, directive trackers, deadline calendars, reference matrices, and supporting documentation.
• Collect and organize scorecard results and operational data for review by the Manager and leaders.
• Prepare recurring reports showing results, trends, open items, due dates, and follow-up status.
• Coordinate rebuttal support by gathering documentation, tracking deadlines, recording responses, and maintaining final submissions.
• Update written procedures and reference materials when changes are received.
• Track directives and client-requested changes through completion; follow up on overdue items.
• Assist with client audits by organizing requested documents and tracking responses.
• Support implementation of new client requirements by distributing approved information and confirming task completion.
• Perform quality checks on reports and communications before distribution.
• Escalate unclear requirements or missed deadlines to the Manager.
• Assist with dashboards, presentations, and other reporting needs as assigned.

Skills

Attention to detail

Deadline management

Excel

Power BI

Communication

Multi-tasking

Education

Associate or bachelor’s degree in Business Administration, Finance, Legal Studies, Data Analytics

Tools

Microsoft Excel

Outlook

Word

Teams

SharePoint

Job description

The Mortgage Law Firm is seeking an Operations Analyst to support client updates, scorecards, policy updates, and performance reporting across states and lines.

You will monitor shared inboxes, record details, route work, maintain trackers and calendars, and prepare recurring reports for the Manager and operational leaders. Proficiency with Excel, Outlook, Word, Teams, and SharePoint is required; Power BI experience is a plus.