Analyst, BPL Lending Platform Operations

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:
The Analyst, BPL Lending Platform Operations supports the growth, optimization, and day-to-day operations of Valere Commercial's Business Purpose Lending (BPL) platform. This role serves as a key liaison between Sales, Operations, Technology, and business partners, helping drive lead management, application quality, borrower engagement, and operational efficiency throughout the loan lifecycle. The Analyst, BPL Lending Platform Operations is responsible for monitoring and managing lead intake channels, supporting loan officers and referral partners, assisting borrowers through the application process, and helping maintain a high-quality pipeline. This role supports LendingWise administration, business process optimization, reporting, and front-line troubleshooting to ensure a seamless experience for internal and external users. This role combines analytical and operational responsibilities with a focus on customer service, process improvement, and supporting loan conversion performance.
Job Responsibilities:

- Monitor and manage inbound lead channels, including shared sales inboxes, web submissions, referral sources, broker applications, and other lead entry points.

- Support Loan Officers by reviewing incoming opportunities, assigning leads, gathering initial information, and ensuring timely follow-up.

- Assist with lead qualification activities and help maintain strong response times across the sales organization.

- Partner with CCM referral teams and business development personnel to support referral volume, relationship management, and operational execution.

- Assist borrowers, brokers, and referral partners with application completion, document collection, and loan submission requirements.

- Review applications for completeness and quality prior to processing and underwriting handoff.

- Monitor pipeline activity and proactively identify stalled files, missing documentation, and opportunities to improve lead-to-application conversion.

- Track and report on lead flow, application quality, conversion rates, turn times, and other key performance indicators.

- Analyze pipeline data and provide recommendations to improve operational efficiency, customer experience, and funding outcomes.

- Serve as a first point of contact for troubleshooting LendingWise and related technology issues for Loan Officers, brokers, referral partners, and borrowers.

- Escalate complex system issues and coordinate resolution with internal technology teams and third-party vendors.

- Support configuration, testing, implementation, and maintenance activities within LendingWise and related platforms.

- Assist with business requirement gathering, process documentation, user acceptance testing, and operational change management initiatives.

- Develop and maintain reports, dashboards, workflows, procedures, and training materials.

- Partner with Sales, Processing, Underwriting, Closing, and Servicing teams to ensure accu