Help protect customers and the firm by leading work that strengthens controls across Home Lending operations. In this role, you will guide external exam and remediation efforts end-to-end, translating complex findings into clear actions. You will partner across business, legal, compliance, and controls to deliver high-quality responses and measurable improvements. Your work will directly reduce risk, improve processes, and build confidence with external stakeholders. Join a collaborative team where your ideas, ownership, and communication skills will make a visible impact.

As an Associate (Business Analysis Associate I) in Customer Operations – Internal Controls and Support (Home Lending), you will lead external exam and remediation case correction oversight and help drive sustainable process and control improvements. You will investigate exceptions, conduct complex research, and turn insights into clear recommendations and actions. You will collaborate across functions and communicate effectively with senior leaders to deliver timely, high-quality outcomes. You will help us strengthen risk management while improving the day-to-day experience for our partners and customers.

Job responsibilities

• Lead external exam and remediation case work through the full project delivery lifecycle
• Partner with stakeholders to gather requirements, clarify expectations, and align on scope and deliverables
• Investigate exceptions, perform complex research, and document findings with clear rationale and evidence
• Conduct root cause analysis and recommend practical solutions that improve controls and processes
• Draft clear executive-ready updates, summaries, and communications for senior management
• Prepare and deliver written and verbal presentations to senior leaders and stakeholders
• Identify risks, obstacles, and dependencies early, and drive timely issue resolution with a sense of urgency
• Document, review, analyze, and evaluate business processes, systems, and user needs to support change
• Coordinate with business groups, legal, compliance, and controls partners to deliver complete, on-time request responses
• Facilitate discussions across differing viewpoints to reach decisions and advance outcomes
• Stay current on applicable regulatory requirements and apply them to day-to-day responsibilities

Required qualifications, capabilities, and skills

• 3 years of experience in business analysis, operational risk, controls, audit support, or remediation execution

• 3 years of experience managing work through a project delivery lifecycle, including planning, execution, and reporting

• 3 years of experience producing executive-ready written communications (summaries, presentations, or formal updates)

• Demonstrated ability to present clearly in both virtual and in-person settings to senior stakeholders

• Proven experience investigating operational exceptions and documenting evidence-based conclusions

• Demonstrated root cause analysis and problem-solving experience leading to implementable recommendations

• Strong stakeholder management skills, including influencing outcomes across cross-functional partners

• Strong verbal communication skills, including active listening and confirming understanding and alignment

• Strong written communication skills with clarity, conciseness, and professionalism

• Strong analytical thinking and decision-making skills grounded in facts and risk awareness

Preferred qualifications, capabilities, and skills

• Experience supporting external reviews such as investor, insurer, regulator, or rating agency exams
• Experience in mortgage or Home Lending operations
• Experience partnering closely with legal, compliance, and controls teams on request responses and remediation
• Experience facilitating process improvement workshops and driving change adoption across teams
• Experience creating or updating policies, standards, or procedures in a controlled environment
• Advanced skills in presentation development using standard office productivity tools
• Experience working in highly virtual, cross-organizational environments with multiple concurrent priorities