MGR Of Customer Operations

About the opportunity

Position Summary

We are seeking an experienced Business Analyst Manager to join our Customer Support organization. This role will lead a team of Business Analysts responsible for analyzing complex client issues, understanding mortgage servicing business processes, and translating business needs into clear functional requirements and actionable solutions.

Key Responsibilities

Business Analysis & Functional Leadership

• Lead and mentor a team of Business Analysts supporting mortgage servicing clients and applications.
• Provide functional leadership for complex client cases, production issues, product questions, and business-process-related inquiries.
• Analyze client-reported issues to distinguish among business process, configuration, data, product functionality, and potential product defects.
• Translate client problems and business requirements into clear functional requirements, use cases, workflows, and acceptance criteria.
• Partner with technical teams to ensure business requirements and client expectations are clearly understood.
• Identify recurring support issues and work with Product and Engineering teams to address systemic problems.

Required Qualifications

• Mortgage Servicing Domain Expertise
• 10+ years of mortgage domain working experience
• 10+ years of working with mortgage servicing client and their ecosystem
• Product & Application Knowledge
• Possess working functional knowledge of leading mortgage servicing platforms, preferably LoanServ, or comparable enterprise mortgage servicing systems.
• Understand how servicing business processes are implemented within large, integrated servicing applications.

• Client & Stakeholder management
• 8+ years of client support and business analysis and design experience in mortgage servicing domain.
• Team Leadership
• • Manage, coach, and develop Business Analysts within the Customer Support organization.
  • Establish consistent standards for functional analysis, documentation, client communication, and escalation.
  • Promote knowledge sharing and cross-training across mortgage servicing functional areas.

Preferred Qualifications

• Hands-on experience supporting mortgage servicing clients in a production environment.
• Experience with complex enterprise mortgage servicing implementations, integrations, or conversions.
• Knowledge across multiple mortgage servicing functional areas rather than specialization in only one area.
• Experience working with client support/case management processes.
• Experience collaborating with Product, Development, QA, and implementation teams.
• Experience improving support processes, knowledge bases, or functional documentation.

Perks!

As a Sagent Associate, you will be eligible to participate in our benefit programs beginning on Day #1! We offer a comprehensive package including Remote/Hybrid workplace options, Health Benefits, Unlimited Flexible Time Off, Family Planning Services, Tuition Reimbursement, Paid Family Leave, 401(k) Matching, Pet Insurance, In-person and Virtual Social Experiences, Career Pathing, Focus Time Fridays and much, much more!

Why Sagent?

Sagent is transforming the mortgage servicing industry by bringing the modern experience customers now expect from loan originations to loan servicing. Our platform lets customers manage their home-owing lives from anywhere while giving servicers lower costs, scale compliance and higher servicing values through full market cycles.

Sagent is a joint venture that combines Fiserv Inc.'s decades of market-leading fintech expertise with Warburg Pincus' skill in growing technology companies. We hire innovators and doers to disrupt the last and most complex frontier of lending and housing. We're growing fast and need you to help shape our future.

Sagent is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.