Job Family: Business Operations Travel Required: None Clearance Required: Ability to Obtain Public Trust What You Will Do: Perform and validate the most complex, unusual, and exception-based balance statement and payoff quoting work. Serve as the first functional escalation point for calculation, procedural, documentation, and routing questions. Coordinate daily queue coverage, work prioritization, and workflow balancing in alignment with management direction. Support advanced multi-loan, corrective, foreclosure, refinance, property-sale, borrower-payoff, and special-exception requests within authorized scope. Conduct authorized quality and completeness reviews and provide clear corrective guidance. Support employee onboarding, training, knowledge transfer, refresher instruction, and maintenance of practical job aids. Provide day-to-day functional guidance to quoting analysts while maintaining hands-on production responsibilities. Monitor recurring questions, errors, rework, and workflow challenges and recommend improvements to procedures, templates, controls, or routing. Prepare concise operational updates regarding queue conditions, aging work, blockers, emerging risks, and support needs. Coordinate with management on matters requiring policy interpretation, client direction, staffing decisions, or formal authority. Support corrective workflows by ensuring issues are properly documented, routed, and escalated. Protect confidential borrower, financial, and account information. What You Will Need: High school diploma or equivalent. 5 years experience in financial operations, loan servicing, mortgage operations, account servicing, payment processing, or comparable analytical work. Demonstrated experience handling complex and exception-based account scenarios with limited oversight. Expert-level numerical accuracy, account review, calculation validation, and documentation skills. Ability to independently resolve complex quoting scenarios within established procedures and authority. Experience providing peer guidance, training support, quality review, workflow coordination, or subject-matter expertise. Ability to coordinate priorities and daily work across multiple operational queues. Ability to serve as a functional escalation point and translate complex requirements into practical guidance. Ability to identify recurring errors, operational risks, control gaps, and process-improvement opportunities. Sound judgment and the ability to distinguish functional decisions from matters requiring management or client direction. Strong written and verbal communication skills. Ability to protect confidential borrower, financial, and account information. What Would Be Nice To Have: Associate degree or higher in business administration, finance, accounting, or a related field. Advanced experience preparing payoff quotes, Statements of Loan Balances, or comparable financial documentation. Experience with foreclosure, refinance, property-sale, borrower-payoff, special-exception, corrective, or multi-loan requests. Experience in quality assurance, root-cause analysis, operational reporting, or process improvement. Experience serving as a team lead, trainer, workflow coordinator, quality analyst, or subject-matter expert. Experience developing job aids, standard operating procedures, training materials, or quality-review tools. Experience supporting onboarding or delivering refresher training. Experience coordinating workload and priorities in a high-volume, procedure-driven financial operations environment. Formal supervisory experience if direct-report responsibilities are approved for the position. #LI-DNI What We Offer: Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace. Benefits include: Medical, Rx, Dental & Vision Insurance Personal and Family Sick Time & Company Paid Holidays Position may be eligible for a discretionary variable incentive bonus Parental Leave 401(k) Retirement Plan Basic Life & Supplemental Life Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts Short-Term & Long-Term Disability Tuition Reimbursement, Personal Development & Learning Opportunities Skills Development & Certifications Employee Referral Program Corporate Sponsored Events & Community Outreach Emergency Back-Up Childcare Program About Guidehouse Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation. Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco. If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation. All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or guidehouse@myworkday.com. Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process. If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s Ethics Hotline. If you want to check the validity of correspondence you have received, please contact recruiting@guidehouse.com. Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties. Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee. Guidehouse is a global AI-led professional services firm delivering advisory, technology, and managed services to the commercial and government sectors. With an integrated business technology approach, Guidehouse drives efficiency and resilience in the healthcare, financial services, energy, infrastructure, and national security markets. Built to help clients across industries outwit complexity, the firm brings together approximately 18,000 professionals to achieve lasting impact and shape a meaningful future. guidehouse.com

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