Mortgage Servicing Loan Boarding & Transfer Analyst

Position Overview

The Business Systems Analyst (BSA) supports mortgage servicing operations by analyzing, implementing, and enhancing business processes, system functionality, and data integrations. This role partners with business stakeholders, technology teams, and vendors to support servicing transfers, loan boarding, data conversions, system enhancements, and regulatory compliance.

Key Responsibilities

Mortgage Servicing Transfers and Acquisitions

• Serve as an operational and technical resource for incoming and outgoing mortgage servicing transfers.
• Coordinate transfer activities with internal business partners, external servicers, vendors, and investors.
• Analyze servicing data files, data dictionaries, and loan-level information to ensure successful transfer and conversion activities.
• Develop and maintain project plans, milestone tracking, issue logs, and readiness reviews.
• Support due diligence, balancing, reconciliation, conversion validation, and post-transfer activities.
• Coordinate borrower communication requirements related to servicing transfers, including regulatory notices and welcome communications.

Data Mapping and Conversion Management

• Analyze loan-level servicing data and map source fields to target servicing platform requirements.
• Conduct data mapping sessions with business stakeholders and vendors.
• Evaluate proposed mapping changes and document business requirements.
• Implement approved mapping updates in test and production environments.
• Validate conversion results and troubleshoot data discrepancies.
• Maintain supporting documentation for mapping changes, testing results, and production implementations.

Loan Boarding and System Processing

• Oversee daily loan boarding activities.
• Validate data integrity and reconcile loan boarding files against source documentation.
• Monitor conversion reports and investigate exceptions, rejects, and system errors.
• Support boarding of newly originated and acquired loans into the servicing platform.
• Coordinate issue resolution with vendors and technical support teams.

Business Analysis and Process Improvement

• Gather, analyze, document, and validate business requirements.
• Evaluate current workflows and identify opportunities to improve efficiency, controls, and automation.
• Develop business process documentation, procedures, job aids, and operational controls.
• Partner with stakeholders to implement process improvements and system enhancements.
• Support change management activities and production implementations.

Testing and Quality Assurance

• Develop test plans, test scenarios, and expected results.
• Coordinate User Acceptance Testing (UAT), System Integration Testing (SIT), and conversion testing activities.
• Facilitate issue tracking, defect resolution, and testing sign-off processes.
• Validate production results following system changes, conversions, and enhancements.
• Ensure appropriate quality control reviews are completed and documented.

Servicing System Administration and Support

• Support MSP mortgage servicing platform functionality and related ancillary applications.
• Execute mass updates and system maintenance activities using approved controls and procedures.
• Research and resolve production issues impacting servicing operations.
• Collaborate with technology teams and vendors on incident resolution and system enhancements.
• Support data requests, reporting requirements, and operational reviews.

Risk, Compliance, and Controls

• Ensure activities comply with regulatory requirements, investor guidelines, and internal policies.
• Support risk assessments, audits, regulatory examinations, and control validation activities.
• Assist with remediation efforts, issue management, and control documentation.
• Maintain evidence and documentation supporting operational controls and quality reviews.

Relationship Management

• Partner with Mortgage Servicing Operations, Default Operations, Customer Experience, Compliance, Risk, Legal, Accounting, Investor Reporting, and Technology teams.
• Coordinate activities with external vendors, boarding platforms, and servicing transfer partners.
• Present recommendations, project updates, and findings to stakeholders and management.

Preferred Qualifications

• Experience with mortgage servicing operations.
• Proficiency with ICE’s MSP Platform.
• Advanced Microsoft Excel skills.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple projects and priorities simultaneously.
• Servicing transfer or acquisition experience.
• Proficiency with ICE’s Loan Boarding Tool.
• Experience with data mapping, data conversion, and system integrations.
• Experience supporting regulatory, audit, and risk initiatives.

Core Competencies

• Planning & Organizational Skills
• Data Analysis 
• Process Improvement
• Systems Thinking
• Communication and Collaboration
• Problem Solving
• Attention to Detail

Work Details

• Location: Glen Allen, VA (A1: Hybrid Structured – 4 days in office, 1 days remote)
• Schedule: Monday to Friday, 8:00 AM – 5:00 PM
• Hours per Week: 40

Pay Transparency 

The salary range for this position is $77,000- $108,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience.

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits .