Operations Support Specialist I (1094) in Lewisville, TX at Mr. Cooper

Date Posted: 2/16/2018

Job Snapshot

Job Description

Ready to be a Cooper too? This might just be right up your alley!


Responsible for the support functions necessary to drive system and/or process enhancements for the customer operations team.

Scope/Responsibilities: Beginning of professional career path; learning to use professional concepts and skills. Responsible for follow-through of one or more processes. Demonstrates Mr. Cooper values to external and internal customers, vendors, agencies and investors. Trusted to manage time, priorities and resources to achieve goals.


  • Write and validate knowledge base articles for a wide array of topics within Mortgage Servicing.
  • Maintain high level relationships with senior leadership when validating or researching servicing topics.
  • Validate management disputes relating to assignment of customer satisfaction surveys.
  • Intake, review and process requests for process/system functionality or enhancements.
  • Collaborate with appropriate business departments to ensure all enhancement details are gathered and documented.
  • Serve as a liaison between the business and the IT department to ensure enhancement requirements are fully vetted and understood by all.
  • Perform system testing in various environments to ensure both new and existing system functionality is working as intended.
  • Complete a monthly vendor scorecard to confirm specified deliverables are met.
  • Designs and distributes department-wide communications of various topics to ensure consistent and accurate messages are delivered.


Education & Professional Experience:

  • Bachelor’s degree preferred and typically requires a minimum of 2 – 5 years related work experience. High school diploma or state accepted equivalency required. Mortgage/Financial Services and Customer Service experience a plus.
  • Leadership/Hierarchy: Operates effectively under general supervision. Receives detailed instructions on new projects. Effectively builds strong relationships with team, manager and department. Identifies and promotes new ways of looking at problems and processes.
  • Level of Decision Making: Some decision making authority on daily work assignments. Seeks advice from those who’ve solved similar problems. Thinks ‘outside the box’ to find options. Possess objective analytical problem solving skills. Requires relatively little direction to get the job done.
  • Individual/Customer Impact: Decisions and actions have high impact on the success of team, department, business line and/or client. Scope of work has high impact on team, business unit, department and/or process. Willingness to go above and beyond the minimum requirements to ensure a positive customer experience.
  • Communication: Exceptionally skilled in verbal and written form as appropriate for the needs of the audience. Demonstrated ability to craft written correspondence that conveys messages that cannot be misinterpreted.
  • Technical Proficiency: Demonstrate advanced computer and software skills necessary for job function. Ability to manipulate data to create specific reports, if needed. Experienced with mortgage-specific software.

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United States of America

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Mr. Cooper

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