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Analyst, Business Web & Mobile - Remote

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Freedom Mortgage is seeking a driven, creative, collaborative individual to join our team as a Business Analyst. The ideal candidate will be responsible for leading all customer portal web and mobile app related projects and serve as the customer portal subject matter expert. The Business Analyst will have a high-level understanding of applicable business systems, industry and investor requirements. This role will be key in providing business and user analysis of critical processes and applications along with championing constant improvement within the Servicing business unit. In addition, this individual will actively participate in process and systems analysis while considering the implications to the current and future business environment.


Essential Job Functions:

  • Serve as the subject matter expert in all Servicing Web and Customer portal applications and projects
  • Participates in requirements gathering, design workshops to understand applications’ functionality and support requirements
  • Identify, document, and execute enhancement opportunities to improve self-serve functionality and customer experience within the customer portal and mobile app
  • Manages documentation and flow diagrams of website and mobile app content
  • Strong analytical skills and demonstrated ability to turn detailed data analysis into useful strategic insight in order to drive customer adoption and make appropriate recommendations
  • Serve as the first contact for customer portal and mobile app issues and outages, escalating as needed and remain engaged until full resolution
  • Provide customer portal guidance and technical support for Servicing Group
  • Communicate issues effectively across all levels of the organization
  • High attention to detail and organizational skills
  • Manages regression testing through DEV, UAT and post-production deployment, creating use cases and documenting variances from requirements documentation
  • Develop and enhance website KPI and trend reporting


  • Bachelor’s degree (B.A.) from a four-year College or University; or three to five years related experience and/or training; or equivalent combination of education and experience.
  • Project management experience preferred
  • Experience with Business process mapping and documentation
  • Experience writing user stories, managing and prioritizing product backlog
  • Experience with data structure, data analysis techniques, and SQL preferred
  • Experience with Microsoft Visio and proficient knowledge of Microsoft Office suite specifically Excel
  • Strong attention to detail
  • High technical aptitude
  • Experience in call center environment preferred

Must be available for working hours between 7am and 10pm Eastern Monday through Friday, with occasional weekend shifts for system upgrades and implementations.