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
Career development and advancement
Working at Freedom, you have the chance to invest in yourself. From on-the-job training to advancement opportunities, and from tuition assistance to our annual internal leadership conference, we’re focused on upskilling, achieving, and celebrating.Learn More
We run huge company-sponsored donation events and contests, as well as offer paid volunteer time so you can commit your support to the causes which you care about most.Learn More
Holidays and paid time off
We offer ample paid time off including multiple paid holidays — because your downtime and well-being are just as important to us as your time in work mode.Learn More
Our salaries are competitive — rewarding your experiences, contributions, and hard work. We also have a 401K plan which provides a matching contribution.Learn More
We offer several medical benefits plans and options to choose from including dental, vision, disability and life insurance, dependent care and flexible spending.Learn More
Pets are part of the family too! We offer comprehensive vet insurance to make sure your cats are cared for, your pups are prioritized, and your lizards looked-after.Learn More
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