Operations Analyst in Minneapolis, MN at DISYS

Date Posted: 2/8/2018

Job Snapshot

Job Description

This position is working in a call center environment (nice and quiet atmosphere, have own desk and computer in a cube). The calls are inbound from internal sales staff or fulfillment staff (underwriters) wondering about the status of appraisals. Once trained in, will take around 40 calls a day. There will be two screens. This person will research and answer the questions asked while on the phone using the three proprietary software.

• Team member will triage callers’ needs and set them on the right path for resolution. Required understanding of which types of issues are routed directly for correction and what needs to be routed to a review appraiser for further review and reconsideration. Functions evaluated may cover one or more of the following areas: underwriting, regulatory compliance, fraud, fair lending, and servicing

• Respond to, research and resolve escalated inquiries and complaints requiring special handling and that may have been forwarded by management committee members, agencies, and/or senior business leaders. This may include a review of in-process, closed or cancelled single loan/credit exceptions, applications, claims, files and/or online transactions to determine if processes and documentation are in compliance with internal company requirements, contractual terms/conditions, insurer guidelines, investor requirements and/or government regulations

• Perform intake to determine appropriate course of action, conducting investigative steps to fully identify the issues, researching product information, terms, conditions and contracts, creating correspondence as needed, processing complex and/or corrective transactions on-line (including monetary and non-monetary actions)

• Communicate with others (including customers, merchants, clients, executives, agencies, regulators, and bankers) to ensure resolution/negotiation of sensitive and/or time-critical matters

• Recommend standards, policies, and/or procedures to correct deficiencies

• Ensure identified risks and/or problems are clearly documented

• Refer recommendations exceeding authority levels and/or items unable to meet resolution to management for review

• Other duties may include: serve as an intermediary to resolve disputed matters; negotiate and enact settlements, project work to identify process improvements, generate reports and summarize results

Regular hours are 10:30AM-7PM M-F, TRAINING for the first 2 weeks will be 8:30AM-5:00 PM M-F

Job Requirements

Must Haves (Tangible experience): 

  • Outlook experience (a lot of internal communication is done via Outlook)
  • Computer literate
  • Job stability – 6 months to 1 year in a position, no more than three jobs in 2 years
  • Must have working experience in a professional environment
  • 1-2 years of experience in call center/customer service
  • 2-3 years of financial work history (i.e. mortgage, appraisal, previous work at any financial institution)

What personality traits/skills best fit your organization:

  • They have a very diverse team and are looking for people that are open minded
  • Thick skin
  • Not afraid to ask questions
  • Good communication
  • Dependable
  • Analytical

Digital Intelligence Systems, LLC. is an Equal Opportunity Employer, M/F/D/V. We do not discriminate against any employee or applicant because they inquired about, discussed, or disclosed compensation. Email recruitinghelp @ disys.com to contact us if you are an individual with a disability and require accommodation in the application process.