Selene Holdings is looking to enhance its complaint handling, root cause analysis, and resolution processes across the mortgage servicing lifecycle by leveraging data analysis to identify systemic issues and improve decision-making.
Requirements
- Previous experience with SQL, Power BI required.
- Strong technical skills (SQL, Excel, Power BI, Tableau, Python) preferred.
- Data visualization.
Responsibilities
- Design, implement, and maintain a centralized complaint root cause tracking system.
- Build automated reporting to track resolution effectiveness and identify systemic patterns.
- Gather and validate data from servicing systems and complaint logs.
- Perform trend analysis on complaint volume, root cause, borrower impact, and resolution timelines.
- Conduct time studies, workload analyses, and resolution cycle-time reporting to support staffing and operational planning.
- Create and maintain SLA performance reports for Customer Advocacy Specialists to include case handling time, resolution timeliness, and resolution rate.
- Develop and maintain Power BI dashboards that visualize complaint trends, RCA findings, and performance metrics.
Other
- High school diploma or general education degree (GED) required.
- Excellent attention to detail.
- Ability to multi-task and consistently meet multiple deadlines.
- Strong verbal and written communication skills.
- Ability to work in a team environment.
