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Process Improvement Specialist - Remote

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The Process Improvement Specialist will play a key role in successful process improvement throughout the Servicing Channel. This role will assist in projects to help develop and continually improve processes to maintain compliance with requirements and ensure appropriate controls to mitigate risk through use of system analytics, audit and control monitoring and direct department interaction. Successful process improvement will drive greater efficiencies as well as allow for rapid growth within the channel.

Lead change management activities such as change impact analysis, test planning, testing execution and defect resolution, review of training, procedures and communication materials as part of release management. 

Review and provide feedback on the user experience for key business processes such as customer onboarding and journey.

Operate from specific guidelines and directions (test cases and/or process guides), with moderate level of supervision.

Clarify business rules, assist with re-creating issues and documenting current state and/or defects.

Have a working knowledge of policy and compliance requirements to ensure process changes meet.

Provide support for business process changes, including building process flows, establishing reporting needs. building reports, lead projects to completion.

Lead frequent meetings with senior leaders and project teams, including building and presenting Power Point decks.

This position can be based in Jacksonville, FL or 100% remote

Bachelor's degree required
2-4 years related work experience preferred

Excellent Customer Service and Leadership skills
Extremely detailed oriented and organized
Thrives on learning new processes and assisting others
Ability to document test cases, test results and/or process details within defined standards
Excellent listening and verbal/written communication skills
Maintain high level of efficiency and accuracy
Testing and training using channel applications (Encompass, CRM tool, etc.)

Microsoft Office skills (Excel and Visio) - Required