JOB number: 4314

SME, Customer Assistance Division (CAD) – Loan Servicing Operations

United States

SME, Customer Assistance Division (CAD) – Servicing Operations

Project: USDA Rural Development (RD) Loan Servicing

Division: Customer Assistance Division (CAD) – Servicing Operations

Location: Remote, occasional travel to St. Louis or DC offices may be required.

Schedule: Monday – Friday, core Agency hours between 6:00 AM – 6:00 PM CST (8-hour workdays expected)

Overview:

USDA Rural Development (RD) is the federal government’s investment arm for rural America — providing loans, grants, and loan guarantees to expand access to housing, utilities, broadband, healthcare, and business opportunity in the communities that private markets too often overlook. The Loan Servicing Office manages those loans from the day they close to the day they’re paid off — ensuring families stay in their homes, rural businesses keep their doors open, and communities hold on to the infrastructure investments that keep them running.

USDA RD Loan Servicing is embarking on a transformational effort to increase efficiency, elevate performance, and build operational excellence across its divisions and directorates — all in service of better outcomes for its borrowers. This SME reporting to the Head of Customer Assistance Division – Loan Servicing will be responsible for the recommendation and implementation of industry best practices across the end-to-end process of origination through acceleration.

Qualifications:

  • Servicing Operations, process improvement, and system design experience in a mortgage operations environment.
  • Experience with business process transformation and digital enablement.
  • Expertise in servicing a direct and/or guaranteed loan portfolio with more than 100,000 loans.
  • Strong proficiency in data analysis, reporting, and performance measurement.
  • Ability to analyze large data sets to identify trends, patterns, and opportunities.
  • Advanced Excel and Microsoft tools skills (pivot tables, VLOOKUP/XLOOKUP, formulas, charts).
  • Experience with reporting tools (Tableau, Power BI, Qlik, etc.).
  • Knowledge of workforce management concepts.
  • Familiarity with loan servicing platforms used in government or private sector operations.
  • SQL query experience for data extraction and manipulation.
  • Strong communication skills to translate insights into actionable recommendations.
  • Ability to work cross-functionally with Operations, Quality Assessment, Workforce/Flow Management, and Leadership.
  • Problem-solving skills and a proactive approach to improving performance.
  • Understanding of portfolio metrics and root cause analysis.
  • Ability to create dashboards and automated reports.
  • Close attention to detail and data accuracy.
  • Experience with statistical analysis techniques.

TMC is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

For additional info please click the links below:

EEO is the Law Poster – English (Link)
EEO is the Law Poster Supplement (Link)
Pay Transparency Nondiscrimination Policy (Link)

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