Operations Analyst and Site Manager

About the role

• The Operations Analyst & Site Manager is responsible for supporting operations across the firm's judicial and non-judicial foreclosure business lines. This position serves as both an operations analyst and the primary on-site leader for the Vancouver, Washington office. The role combines hands-on case processing with operational oversight, process improvement, escalation management, reporting, compliance monitoring, quality review, and cross-functional coordination. The position assists with resolving complex issues, supports implementation of client requirements and operational changes, and helps ensure assigned cases and services are handled accurately, compliantly, and on time. The position works closely with Operations leadership, department managers, attorneys, clients, vendors, and support teams to maintain case progression, identify operational risks, improve performance, and support client satisfaction.

What you'll do

Operational Analysis & Process Improvement

• Analyze operational workflows across judicial and non-judicial foreclosure departments.
• Identify performance trends, process inefficiencies, bottlenecks, and operational risks.
• Recommend and assist with implementation of process improvements.
• Review metrics, inventory levels, aging reports, and service level performance.
• Assist leadership with root cause analysis and corrective action planning.
• Support operational projects designed to increase efficiency, quality, and client satisfaction.
• Document procedures and maintain operational process documentation.
• Participate in workflow testing, implementation efforts, and process rollouts.

Escalation Management

• Serve as a point of contact for operational escalations requiring research, coordination, and resolution.
• Review escalated files to identify causes of delays, compliance concerns, timeline issues, or servicing conflicts.
• Partner with managers and subject matter experts to develop resolution plans.
• Track escalations through resolution and provide status updates to leadership.
• Identify recurring issues and recommend long-term corrective measures.
• Assist with client scorecard reviews, rebuttals, and service recovery initiatives.

Judicial & Non-Judicial Foreclosure Support and Case Processing

• Maintain a working knowledge of foreclosure processes across all states serviced by the firm.
• Process foreclosure cases and provide hands-on operational support based on department needs, workload priorities, and coverage requirements.
• Perform detailed file reviews to confirm required information, documents, approvals, and case milestones are complete and properly documented.
• Monitor assigned tasks, work queues, deadlines, and follow-up items; promptly address or escalate overdue, incomplete, or exception items.
• Prepare, review, and organize foreclosure-related documents, correspondence, notices, forms, and supporting materials.
• Draft routine case communications, internal updates, file notes, and operational documents using approved templates and procedures.
• Complete and validate applicable checklists, quality controls, and process requirements before advancing cases to the next stage.
• Update case management systems and operational tracking tools accurately and timely to reflect current status, completed actions, and required next steps.
• Coordinate with attorneys, managers, and operational teams to obtain missing information, resolve exceptions, and maintain case progression.
• Support managers and teams with complex operational questions and issue resolution.
• Monitor client requirements, investor guidelines, and operational procedures.
• Assist with implementation of new client directives and operational changes.
• Review process controls to ensure compliance with firm standards and client expectations.
• Participate in quality assurance initiatives and help identify and mitigate operational and compliance risks.

Reporting & Documentation

• Develop and maintain operational reporting and performance dashboards.
• Prepare recurring reports for management regarding trends, escalations, risks, and performance metrics.
• Document findings, recommendations, and corrective action plans.
• Maintain accurate records of operational projects and process changes.
• Assist leadership with presentations and operational reviews.

Vancouver Office Site Management

• Act as the primary on-site representative for the Vancouver office.
• Promote a professional, collaborative, and service-oriented office environment.
• Coordinate local office needs and communicate facility-related concerns to appropriate departments.
• Assist with onboarding and orientation of Vancouver-based employees.
• Partner with Human Resources, Information Technology, and Operations leadership regarding workplace issues and office initiatives.
• Assist with coordination of local meetings and office communications.
• Promote adherence to firm policies and workplace expectations.

Collaboration & Communication

• Build effective working relationships across all departments.
• Communicate operational concerns and recommendations clearly and professionally.
• Collaborate with attorneys, managers, directors, and support teams to achieve business objectives.
• Foster a culture of accountability, teamwork, responsiveness, and continuous improvement.
• Serve as a trusted resource for operational guidance and issue resolution.

Qualifications

• Minimum of three years of experience in mortgage default servicing, foreclosure operations, legal operations, mortgage servicing, or a related environment.
• Experience working within both judicial and non-judicial foreclosure processes preferred.
• Experience processing foreclosure cases, preparing documents, tracking tasks, completing checklists, or performing file reviews preferred.
• Experience supporting operational reporting, process improvement initiatives, or quality assurance programs preferred.
• Experience handling operational escalations, client concerns, or service-related issues preferred.

Skills & Competencies

• Strong understanding of foreclosure operations and default servicing.
• Ability to process assigned cases accurately and maintain required timelines.
• Strong analytical, critical thinking, and problem-solving abilities.
• Strong organizational and project management skills.
• Ability to evaluate data and identify trends, risks, and improvement opportunities.
• Strong written and verbal communication skills, including accurate preparation and drafting of routine operational documents.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and follow-through.
• Ability to exercise sound judgment and maintain confidentiality.
• Proficiency with Microsoft Office Suite, including Excel, Word, Outlook, Teams, and SharePoint.
• Experience with reporting tools such as Power BI preferred.
• Ability to influence positive operational change without direct authority.

Physical and Work Requirements

• Full-time, in-office position located in Vancouver, Washington.
• Regular attendance during standard business hours is required.
• Ability to sit, stand, walk, and operate standard office equipment.
• Occasional travel may be required for training, meetings, or firm events.

The above is intended to describe the general content of and requirements for the performance of this job. It is not intended to be an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.