13 days old

Operations Analyst

Trellis Company
Round Rock, TX 78664
  • Job Code
Operations Analyst

Who you are:

You are one who supports FSA Next Gen Business Process Operations (BPO) initiative and operations of the Program Management Office (PMO). You help define and implement the portfolio, program, and project management principals within the organization and guides, supports and monitors project teams in their execution of best practices. You help manage organizational-level tracking, reporting and collaborates with Operational Management, IT staff, HR staff as well as various client stakeholders. You can work with internal and external business partners to analyze, communicate and validate requirements for changes to business processes, policies and information systems. You understand the challenges and opportunities in the context of the requirements and recommends solutions that enable the organization to achieve its goals.

You are one who ensures efficiency and regulatory compliance of FSAS Next Gen BPO operations, automated system, and workflow. You provide support with FSA deliverables and ensures timely delivery. You can assists PMO management team with duties that include, but are not limited to, implementation activities, operational planning, report maintenance, organizational functions for Operations, and assists with performance and efficiencies in the day-to-day implementation and performance ready stages.

Who we are:

Trellis Company is a nonprofit 501(c)3 corporation with the dual mission ofhelping student borrowers repay their education loans and promotingaccess in higher education. Our strong philanthropic heritage of giving through grants to colleges,universities, and research groups remains focused on improving studentoutcomes, especially to underserved students, families, and institutions.

As wemove into the future, were drawing on our history, branching into new sectorsbeyond student loans, and delivering the same level of exceptional care andservice that our customers have come to depend on. We remain invested in thesuccess of students and higher education institutions. This combination of stability and vision creates a uniqueintersection: a startup environment at a company that also has a stablefoundation, resulting in an opportunity for the right candidate to help shapeour company's future. This is an exciting time to join the Trellis team!


The position opening is located at our Corporate Office in Round Rock, Texas.

Essential Duties and Responsibilities:

The position incumbent is expected to perform the following essential duties and responsibilities of the position with reasonable accommodation.

  • Operations Analysis Planning & Monitoring assists in planning and organizing activities for setting the expectations for operational work, meetings and other communications; assists with communication, reports, presentations, and communication.

  • FSA Support responsible for the coordination on projects involving FSA Next Gen BPO including resolving business issues, processes, and analysis; research and assist required project deliverables to ensure accurate completion within the specified timeframe; follow-up on FSA action items and questions log; act as PMOs representative on subcommittees.

  • Team Member support organizes, coordinates and communicates information to be shared with team members, includes assisting with monthly agenda, follow-up questions, and action items; gathers and organizes all information/documents requested and received from team members and follow-up on outstanding deliverables.

  • Solution Assessment & Validation Assists with analyzing the impact of change requests on operational processes and system procedures, system functions, workflow, reports, etc.; aligns procedures and processes regarding new applications and software products that interface with Next Gen systems; researches internal and external issues, offering solutions and assisting business analysts with test data.

  • System Support performs functional testing and analysis; understands system processes and determines efficiency improvements, provides feedback for lessons learned deliverable to FSA; assists in developing processes and tools that allow for quick resolution of technology issues associated with production systems and various products and services provided.

  • Training Support learns processes, procedures and operational tasks through training modules that deem Trellis performance ready. Assists with cross-training, and post-training; provides user support in terms of troubleshooting, reports discrepancies to management and business analysts to quickly resolve identified issues; assists with the resolution of data/system discrepancies; analyzes and interprets regulatory changes and initiates appropriate actions to ensure compliance.

  • Information Technology (IT) Coordination acts as a liaison between PMO, team members and IT to coordinate day-to-day system issues, work orders, business application support requests, and projects; coordinates with IT to implement workflow modifications.

  • Human Resource Support assists HR with recruiting, background security clearance follow-up items, and training coordination.

  • Ad Hoc Reporting assists with ad hoc reports for BPO that are requested by FSA and PMO Operational management. Responsible for contributing daily, weekly, and monthly performance reports, monthly corporate statistics and various user and management reports.

Non-Essential Duties and Responsibilities:

  • Reads and responds to e-mail and other internal workflow requirements.

  • Provide feedback as it relates to employee performance when warranted.

  • All other duties and responsibilities as assigned



  • Associate degree in business or related discipline. Equivalent formal training and/or direct experience may be substituted for the degree requirement on a year for year basis.


  • Bachelor's degree in business or related discipline.



  • Assisting in the formulation of targets for individuals and teams.

  • Experience in working on contracts and projects.

  • Four years of experience in customer service.


  • Three or more years as a senior call center representative or supervisor.

  • Experience with performance evaluation procedures.

  • Experience in the administration of the FFEL, Direct, or Private loan program.

  • Two years of student loan experience in student lending industry or regulatory.

  • Experience regarding loan eligibility/origination, default prevention, financial literacy, debt management, call center support, and collection practices.

Knowledge, Skills, and Abilities:

  • Knowledge of project management tools and techniques to include familiarity with Microsoft Project, Teams, Visio, Word, and Excel.

  • Knowledge of how to objectively measure performance and how to diagnose problems to create improvement plans.

  • Knowledge of Direct/FFELP federal regulations and Trellis policies and procedures.

  • Knowledge of appropriate federal and state collection laws.

  • Strong Organizational skills.

  • Ability to multi-task and flexibility to jump from priority to priority.

  • Ability to analyze and determine creative and resourceful resolutions.

  • Strong leadership and negotiation skills.

  • Ability to operate effectively under pressure.

  • Ability to solve problems independently.

  • Effective written and verbal communication skills.

  • Possesses the ability to effectively communicate and present recommendations

  • Ability to adapt to constant and rapid change in a fast-paced working environment.

  • Approaches others in a tactful manner.

  • Reacts well under pressure.

  • Treats others with respect and consideration regardless of their status or position.

  • Accepts responsibility for own actions and follows through on commitments.

  • Expands abilities constantly; strives for new skills; and seeks continuous learning opportunities.

  • Seeks increased responsibilities; looks for and takes advantage of opportunities.

  • Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; and contributes to building a positive team spirit.

  • Take after hour calls, work longer shifts, nights, and weekends to meet operational needs as determined by the Project Director, Assistant Project Director, and FSA.

Physical and Mental Demands:

  • Occasionally must move about inside the office when working onsite.

  • Repetitive motion. Regularly operates a computer, phone, and general office equipment.

  • Regularly required to handle, feel, grasp objects and reach across a work area.

  • Regularly communicates with other employees and on the phone, virtually, or in person with clients. Regularly converses with internal and external contacts.

  • Visual acuity. Regularly must have close visual acuity to view and enter information into computer and software systems, analyze data, develop presentations and reports, and other materials.

  • Mental focus. Requires worker to maintain focus and exchange detailed and accurate information through oral and written communication.

Work Environment:

  • Work may be conducted remotely or in an office with a surrounding small cubicle environment.

  • Work office environment is climate controlled with no substantial exposure to adverse environmental conditions.

  • High volume workload, active call center and back office environment, multiple distractions and workflow interruptions, goal oriented, deadline driven.

  • Team oriented environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity or sexual orientation. We are also an equal opportunity employer of individuals with disabilities and protected veterans.

Please view Equal Employment Opportunity Posters provided by OFCCP.

Operations Analyst

Posted: 2021-01-14 Expires: 2021-02-12
Sponsored by:
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Sponsored by:
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Operations Analyst

Trellis Company
Round Rock, TX 78664

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