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Specialist - Servicing Business Process

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As a member of the Servicing Governance & Controls team, the Business Process Specialist will focus on managing process documentation throughout the servicing department. 

Essential Job Functions may include:

  • Provide oversight of content management system
  • Analyze current business processes for challenges and inefficiencies and recommend solutions to appropriate stakeholders
  • Maintain integrity of content by collaborating with stakeholders to ensure documents are approved and recertified recurrently
  • Leverage lines of business update process changes and obtain appropriate approvals prior to publication
  • Work collectively with change managers to ensure compliance and enforcement of business rules, policies and regulations
  • Identify and train resources on process controls to promote consistency across multiple business channels
  • Provide technical expertise in support of business initiatives that require process documentation and on-going oversight
  • Provide weekly/monthly reports on specific processes as directed by SGC management
  • Develop and manage change management plan for all Servicing changes
  • Conduct change assessments and present findings in written and verbal communication
  • Identify risks associated with change and track remediation efforts with appropriate lines of business


Other Related Duties:

Performs other related duties as assigned.


Supervisory Responsibilities:

This position has no supervisory responsibilities.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

  • Intermediate Microsoft Word and Excel. (Visio and Access is preferred)
  • Excellent written and verbal communication
  • Excellent time-management and organizational skills
  • Must have strong technical writing skills (writing process & procedures is preferred)
  • Must work effectively on a team and individually
  • Must be able to adapt to change and still maintain consistent production
  • Knowledge of change management methodologies
  • Ability to work well with all levels within the organization

Education and/or Experience:

Bachelors Degree from a Four (4) year College or University preferred; or two (2) to four (4) years related experience and/or training; or equivalent combination of education and experience. Need to be able to project manage content changes through publication


Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.


Mathematical Skills:

Work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.


Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.  The duties performed are essential to the administration of the department.


Certificates, Licenses, Registrations:

None required


Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.


Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.


Employer’s Rights:

This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks and functions listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.


Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to perform the essential job functions either unaided or with reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.