Business Analyst III, Mortgage Data Analytics
Overview
You will own analysis of customer interaction data across SQL, Snowflake, and Tableau to reduce call center volume and improve self-service bots. You will partner with stakeholders to define metrics, design dashboards, and drive insights for Pennymac's mortgage platform. This role sits in Dallas, TX, requiring 5+ years of experience in data analytics and advanced VBA skills. You will directly influence automation strategy by preparing training sets for machine learning models.
What You'll Do10
- 1Analyze customer interaction data from call center logs, virtual agent transcripts, and web/mobile usage to identify trends and root causes of inquiries.
- 2Evaluate escalation patterns to understand why customers contact the call center after using the virtual agent, and recommend improvements to bot effectiveness.
- 3Analyze the Customer Email/Text Notification (CEP) application to measure its impact on customer behavior and inbound call reduction.
- 4Translate findings into actionable insights and strategic recommendations to improve self-service capabilities.
- 5Design and maintain reporting pipelines using Snowflake and SQL to ensure accurate, performant data.
- 6Create interactive dashboards in Tableau for managers to visualize KPIs on engagement and efficiency.
- 7Write complex SQL queries to extract and aggregate data for ad-hoc leadership requests.
- 8Consolidate and clean large datasets from multiple channels for unified analysis.
- 9Prepare training sets for machine learning models to improve automated bots and develop validation rules to ensure data integrity.
- 10Present findings clearly to both technical and non-technical audiences to drive informed decisions.
Requirements6
- 1Master's degree or foreign equivalent in Business Analytics or related field.
- 22+ years of post-baccalaureate experience in a position conducting data analysis, SQL, forecasting, and optimization.
- 3Advanced VBA skills including macros, Power Pivot, Power Query, and ODBC integrations.
- 4Experience with Power BI.
- 5Experience with SQL and MySQL.
- 6Proficiency in Snowflake and Tableau (implied from role).
Salary Insight
$96k per year
Location
Required Skills
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