Senior Salesforce Business Analyst

We are seeking a strong Salesforce Business Analyst with deep experience in US Residential/Institutional mortgage lending to lead discovery, process design, and functional delivery across lead-to-loan origination, disclosures, underwriting, closing, post-closing, servicing, and default/collections. You will map complex mortgage operations to Salesforce (FSC, Sales Cloud, Service Cloud, Experience Cloud), define integrations with LOS, pricing/eligibility, AUS, eClose/eVault, and credit/KYC providers, and ensure designs align with US regulatory requirements (e.g., TILA/RESPA-TRID, ECOA, HMDA, FCRA, GLBA, UDAAP).

Key Responsibilities

1) Business Analysis & Process Design

• Lead discovery workshops with Sales, Operations, Processing, Underwriting, Secondary/Capital Markets, Compliance, and Servicing.
• Model end-to-end mortgage journeys:
• Lead & POS: borrower pre-qualification, POS capture, intake, docs.
• Disclosures (TILA/RESPA-TRID): LE/CD timelines, redisclosures, change of circumstance.
• Underwriting: AUS (DU/LP), conditions, appraisal, VOE/VOI/VOD, MI.
• Closing & Funding: eClose/hybrid, eNote, eVault/MERS, escrow setup.
• Post-Closing & QC, Boarding to Servicing, Loss Mitigation (forbearance, repayment plans, mods), Collections.
• Translate requirements into user stories, acceptance criteria (Gherkin), BPMN/UML, and Experience Cloud flows for borrowers/brokers/correspondents.
• Define KPIs and telemetry for funnel and operational performance.

2) Salesforce Solutioning

• Map mortgage processes to FSC objects (Households/Relationships, Financial Accounts, Interactions) and Sales/Service Cloud (Cases, Tasks, Omni-Channel, Knowledge).
• Design declarative solutions (Flows, validation rules, record types, sharing/security, dynamic forms).
• Collaborate with Solution/Technical Architects on Apex, OmniStudio (OmniScripts, DataRaptors, Integration Procedures), and Event/Platform integrations.
• Create wireframes/prototypes, UAT scripts, training assets, and lead UAT sign-off and go-live readiness.

3) Integrations & Data

• Define functional specs for integrations with:
• LOS/POS (e.g., Encompass, Blend, ICE Mortgage Technology, MeridianLink).
• PPE (Product & Pricing Engine) and Eligibility (e.g., Optimal Blue, MCT).
• AUS (Fannie Mae DU, Freddie Mac LPA), credit bureaus, VOA/VOI/VOE (e.g., Plaid/Truework), appraisal (UCDP), fraud tools, MI, eClose/eSign/eVault (e.g., DocuSign, ICE eVault, MERS).
• Servicing (e.g., MSP/Black Knight, Sagent), payment/ACH, CTI/dialers, analytics/BI.
• Produce field mappings, canonical data models, error handling, and NFRs (performance, throughput, resiliency).

4) Compliance, Risk & Controls

• Embed US mortgage compliance in designs: TRID timelines, ECOA adverse action, HMDA data capture, FCRA permissible purpose and disputes, GLBA privacy, UDAAP considerations, audit trails, data retention, and Shield/event monitoring.
• Partner with Compliance to ensure policy, auditability, and evidence across disclosure generation, change logs, and borrower communications.

5) Change, Adoption & Governance

• Drive release planning, cutovers, enablement, and adoption; monitor usage analytics and operational metrics.
• Maintain BRD/FRD, RTM, RAID, and definition of done/ready; contribute to CRM COE standards.

Required Qualifications

• 712 years in BFSI with 5+ years as a Salesforce BA; 3+ years specifically in US residential mortgage.
• Proven delivery across origination to servicing; hands-on with Salesforce declarative tooling (Flows, Sharing, Reports/Dashboards) and Experience Cloud.
• Strong understanding of mortgage lifecycle (Conventional, FHA/VA/USDA preferred), TRID workflows, AUS (DU/LPA), pricing/lock, conditions & stip management, closing, boarding to servicing, and loss mitigation.
• Experience writing integration specs (REST/SOAP), payload definitions, and data mapping for LOS/POS/PPE/AUS/eClose/eVault/Servicing.
• Solid grasp of US regulations: TILA/RESPA-TRID, ECOA/Reg B, HMDA/Reg C, FCRA, GLBA, ESIGN/UETA; security best practices for PII.
• Strong BA craft: BPMN/UML, user stories & Gherkin, backlog grooming, and Agile delivery (Jira/Azure Boards).
• Excellent facilitation and stakeholder management with Operations, Credit/Underwriting, Secondary, Compliance, Risk, IT.

Nice-to-Have

• Salesforce Certifications: Business Analyst, Administrator (ADM201), FSC Accredited Professional, Service/Sales Cloud Consultant, OmniStudio Consultant, App Builder.
• Experience with OmniStudio, Shield, Event Monitoring, CRM Analytics/Tableau.
• Familiarity with MERS/eNote/eVault, MISMO data standards, UCD/ULAD, and doc generation (SmartDocs, Docutech, Conga).
• Exposure to collections platforms, dialers/IVR, and hardship programs (CARES Act era patterns).
• Knowledge of fair lending analytics, propensity/next-best-action, and AI-assisted underwriting.

Key Competencies

• Mortgage domain depth with compliance awareness.
• Analytical rigor and data-driven decisioning.
• Clear communication and executive storytelling.
• User-centric design with measurable outcomes.
• Delivery discipline (scope control, iteration, and quality).

Success Metrics (KPIs)

• Cycle time reduction from application clear-to-close (e.g., 1530%).
• Disclosure accuracy & timeliness (TRID breach rate near zero).
• Conversion improvements (lead app, app approve, approve fund).
• Reduction in conditions churn and rework.
• Adoption & quality: user engagement, data completeness, escaped defects.
• Compliance & audit: HMDA completeness, adverse action timeliness, PII incidents (target zero).

Tools & Ecosystem

• Salesforce: FSC, Sales Cloud, Service Cloud, Experience Cloud, OmniStudio, Reports/Dashboards, Shield.
• ALM: Jira/Azure DevOps, Confluence; Visio/Lucidchart, Miro/Figma for mapping & wireframes.
• Mortgage Stack (examples): Encompass/ICE, Blend, MeridianLink, Optimal Blue/MCT, DU/LPA, Docutech/DocuSign, MERS/eVault, MSP/Sagent, Plaid/Truework, Experian/Equifax/TransUnion.
• Data/Integration: MuleSoft/Informatica, Postman/Swagger, basic SQL.
• Analytics: CRM Analytics/Tableau/Power BI.

Education

• Bachelor's in Business, Finance, Information Systems, or Engineering; advanced degree a plus.