Data Analyst - Servicing Operations

As a Data Analyst for Rocket Loans, you'll be a strategic partner to our leadership, collecting, analyzing, and reporting on data that drives operational excellence. You'll work closely with our Senior Data Analyst leadership to support operations, call center, and servicing reporting needs ultimately enabling our team leaders to make data-driven decisions that enhance efficiency and performance. You'll use a range of tools and methodologies, including statistics, technical expertise, and modern data platforms, to generate actionable insights and identify opportunities for continuous improvement. As a storyteller, you'll collect data from various sources to guide strategic decisions and support our transition to advanced analytics platforms.

About the role

• Identify and communicate patterns in operations and call center data in response to business needs using data manipulation, statistics, and data visualization

• Create and support business intelligence tools, databases, dashboards, reports, and methods with a focus on operations/servicing metrics and call center activity

• Use data to support and challenge business solutions with stakeholders, particularly operations and collections teams

• Identify, document, and use exploratory data analysis to investigate assumptions around operational performance and team efficiency

• Maintain strong relationships and alignment among operations stakeholders to meet reporting and analytical objectives

• Define, gather, and validate data requirements; evaluate and ensure data quality standards are met

• Develop and maintain KPIs and metrics around operational performance, team efficiency, and business health

• Support the team's transition to Sigma as our primary reporting and visualization platform

• Stay proactive and strategic—identifying opportunities to improve processes and reporting before being asked

• Stay informed of industry trends and best practices in operations, call center management, and data analytics

About you

Minimum Qualifications

• Bachelor's degree or equivalent experience in a scientific discipline, mathematics, applied statistics, information technology, or a related field

• 3+ years of experience using SQL or other querying languages to create and analyze data sets in a business setting

• Experience creating KPIs/metrics around operational performance, team efficiency, and business health

• Experience creating dashboards, reports, and data visualization tools

• Experience executing end-to-end data analysis projects in a business environment

• Experience using data to tell stories tailored to different audiences

• Working knowledge of standard statistical measures, probability theory, and both qualitative and quantitative techniques

• Conceptual knowledge of software programming fundamentals

Preferred Qualifications

• Domain expertise in operations/call center reporting and supporting operations teams with collections and call center activity metrics

• Exceptional communication skills and ability to translate complex data into clear, actionable insights for business leaders

• Proven track record in data quality management and establishing data governance practices

• Strategic, proactive mindset allowing you to identify opportunities and propose solutions rather than waiting for requests

• Databricks SQL experience

• Sigma experience for reporting and visualization

• AI utilization experience and understanding of AI applications for use cases in business analytics

• AWS experience

What you’ll get

Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We’ve got your back. Check out our full list of Benefits and Perks.

About us

Headquartered in Detroit, Rocket Loans was established to create the most simple, rocket fast personal loan process. We assembled a top-notch team of individuals combining new, passionate team members with some of the best veterans from Rocket Mortgage to create the most user-friendly lending platform in the world. We have given it our best to create an experience that is best-of-breed in the personal loan industry and commit even more to continuously improving it. At Rocket Loans, you’ll build a career that helps you achieve your professional goals while helping clients get the loans they need to reach their financial goals. We’re looking for innovators and those unafraid to disrupt the status -quo. With an inclusive culture and opportunities to make a positive impact, we’re here to help you foster your career growth.

This job description is an outline of the primary responsibilities of this position and may be modified at the discretion of the company at any time.  Decisions related to employment are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law.  The company provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable state and federal laws.  Applicants requiring reasonable accommodations in completing the application and/or participating in the application process should contact a member of the Human Resources team, at [email protected].