This position will assist in all operational aspects of the Nationwide Mortgage Licensing System and Registry (NMLS) and the State Examination System (SES), including tracking through resolution issues identified from support requests generated from the NMLS/SES Call Center, NMLS Resource Center, and NMLS/SES Customer Portal. In this capacity, the individual will have regular and ongoing contact with state and federal regulators and industry users of NMLS/SES and will be required to resolve issues through individual research or the correct identification of the external vendor and/or internal division equipped to resolve the issue.

The position will also be responsible for the vendor management of NMLS/SES associated contracts, including support for contract business owners, performance and incident reporting and interactions with vendors. Other responsibilities include management of a variety of different types of projects including operational support for the launch of new products and services, application development, systems integration, operational efficiency improvements, and process reengineering. The individual may also take on responsibility for system artifacts and work processes, which requires extensive knowledge of NMLS and/or SES.

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions. Other duties may be assigned to meet business needs.

• Serve as a day-to-day liaison with the NMLS/SES Call Center.
• Serve as a specialist on state agencies' use of NMLS/SES.
• Manage and resolve escalated cases from within the case management tool (ServiceNow).
• Carry out documented work processes as needed, including entitlement requests, and identifying information changes.
• Play an active role in meetings covering ongoing system and process improvements.
• Play an active role in user acceptance testing as new functionality is developed.

• Provide recommendations to improve or update call center processes, training content or documentation on owned projects. Submit call center related draft documentation, draft work processes, or knowledge base content suggestions as directed by management.

• Create and maintain knowledge articles for use by internal and external users while using a consistent format and a clear, concise writing style.
• Represent the organization as a member of internal/external work group(s), complete group tasks, review group documentation, and play an active role within the group to further group goals and products.
• Maintain a detailed understanding, specific to your job responsibilities, of NMLS/SES System functionality, organizational processes, and supporting software, as well as a basic understanding for areas not specific to your daily job responsibilities.
• Able to deliver information, express organizational perspective and provide feedback to management, co-workers, vendors, agency staff, and customers within an internal forum or managed public forum on complex programs, policies, and procedures specific to your daily job responsibilities.

Project Management

• Assume independent role as part of a project team that requires responsibility for significant tasks within the project. Tasks may include development of detailed project plan; coordination of internal resources and third parties/vendors; performance of risk management to minimize project risks; creation and maintenance of comprehensive project documentation; and the delivery of projects on time and within scope.
• Able to deliver information, express organizational perspective and provide feedback to management, co-workers, vendors, agency staff, and customers within an internal forum or managed public forum on complex programs, policies, and procedures specific to your daily job responsibilities.
• Publishes periodic project status reports, proposes recommendations and adjustments, and represents the project in various project governance and inter-department forums.
• Defines and tracks project milestones while developing, maintaining, and reporting on an overall integrated delivery plan.

Vendor Management

• Provide support to primary vendor managers on significant/complex contracts and take on primary support on lower-level contracts and service agreements. Generate and deliver vendor reporting, provide support at vendor and contract management meetings, and communicate with vendors on appropriate contract areas, projects, or tasks.

Minimum Qualifications

To perform this job successfully, an individual should possess the knowledge, skills, and abilities listed and meet the amount of education, training and/or work experience required.

Education

• Bachelor's degree or equivalent.

• 1-3 years' experience in customer service and/or program operations/call center experience, project management, contract oversight/vendor management.
• Experience in use of NMLS and/or SES from the industry or regulatory perspective is a plus.
• Experience in the agile development process is a plus.
• Experience working remote and/or being managed remotely is a plus.
• A data analytics background, or experience working with data in decision making is a plus.
• Experience in the use of Excel, ServiceNow, and/or a public facing customer portal is a plus.

Knowledge, Skills, and Abilities

• Knowledge of the financial services industries is a plus.

• Strong interpersonal skills.
• Strong planning and task management skills.
• Ability to work in collaboration with a variety of stakeholders to identify and discuss issues.
• Ability to work in fast paced environment managing multiple projects driven by multiple deadlines.
• Strong written and oral communication skills.

• Demonstrated, applied experience establishing and delivering small projects.
• Excellent problem-solving and critical-thinking skills.

Requirements

• Must be eligible to obtain or currently possess a U.S. Government clearance at the Public Trust (NACI) moderate level or higher.
• Must be an authorized United States citizen.
• Due to the nature of CSBS' business in support of state financial services supervision, all CSBS employees have the potential of interacting with confidential information related to the supervision of financial services companies ("Confidential Supervisory Information"). As a result, in addition to general business conflicts of interest, all CSBS employees are expected to disclose conflicts of interest in financial services companies on at least an annual basis and to proactively avoid such conflicts.
• Protect the confidentiality, integrity, and availability of CSBS information and information systems in accordance with CSBS policies and procedures.

Values Instilled Behaviors for Excellence

Member/ Customer Service

• Builds and values relationships.
• Prioritizes work.
• Advocates and advances member's goals.

Teamwork

• Gives credit to others.
• Has a "pitch in" attitude.
• Learns from successes and setbacks.

Respect/Trust

• Listens and learns from others.
• Speaks the truth even when uncomfortable.
• Honors the expertise of others.

Collaboration

• Recognizes the contributions of others.
• Consults and communicates effectively.
• Desires to make others successful.

Ownership/Engagement

• Perseveres through adversity.
• Experiments and takes risks.
• Plans ahead and is forward-thinking.

Core Leadership Competencies

Achievement Oriented Thinking

• Is a solutions-oriented thinker.
• Has good time management skills.
• Manages expectations of what is achievable.

Change Management

• Actively engages and participates during change.
• Asks questions and takes ownership for understanding why the change is happening and the risk of not changing actively.
• Adopts the new habits, monitors own performance and checks self against the objectives and seeks help when they don't match.
• Identifies and communicates obstacles and resistance.

Emotional Intelligence (Self-Awareness)

• Manages own emotions productively to stay in role.
• Handles emotionally charged situations productively and with empathy.
• Asks for and openly accepts feedback; looks for opportunities to grow.
• Conducts conversations courageously - hitting difficult issues head-on with an eye on maintaining relationships.

• General office.
• Travel up to 10%.