Servicing Communication Lead

Job description

Embark on a rewarding and challenging career as a Business Analysis Associate II with our dynamic team. You'll have the opportunity to make a significant impact by supporting process improvements, key initiatives and expanding your creative skills in a supportive and collaborative environment. Join us and contribute to our mission while advancing your career. As a Servicing Communications Leader, you will lead the planning, rollout, and success tracking of the new Self Service capabilities. You will partner with Product, Technology, Servicing, Legal, Risk, and users of the tool to set timelines, confirm readiness, and keep launches moving smoothly. Using existing analytics, you will monitor key measures like adoption, usage, task completion, containment/deflection, and call driver reduction, then turn those findings into clear actions that improve outcomes. You will run small pilots, gather feedback from customers and colleagues, spot gaps or blockers, and drive quick fixes to keep momentum. You will work independently with minimal direction, move fast, and manage multiple initiatives at once. You will also create executive‑ready PowerPoint presentations that tell compelling “custo...