Application Support Specialist

POSITION OVERVIEW:  CMG is looking for a motivated individual who can work with both business users and teammates to consistently deliver high quality support. If you want to work with a group of top-notch individuals in a stable, growing company, and enjoy a friendly working environment, then we may be a match!  We are currently looking for a Business Software Support Analyst, with experience in the mortgage industry and Loan Origination Systems, to join our growing IT Team. This position will be supporting the loan origination system and user support queue.

ESSENTIAL DUTIES and RESPONSIBILITIES, includes the following responsibilities, but not limited to:

• Provide excellent customer service to internal and external staff and clients.
• Answer help desk phone and monitor ticket queues to provide timely response to customers.
• Manage individual ticket assignments and document resolutions.
• Escalate issues appropriately.
• Responsible for training users as well as passing key business product knowledge and understanding to IT team Managers, Support, and Development teams.

QUALIFICATIONS AND EXPERIENCE:

• Strong mortgage software support background (5+ Years). LOS, Pricing Engines, Doc Vendors.
• Solid understanding of the latest mortgage compliance measures (GFE, TIL, LO Comp, TRID, ATR/QM, etc..).
• Strong understanding of mortgage business reporting and workflow for Sales, Operations, and Management.
• Strong background working as part of a cohesive IT Team.
• Strong technical skills coupled with business intelligence and a deep understanding of customer's needs so that they can be transformed into application and operational requirements.
• Strong verbal and written communication skills. Must be able to communicate effectively and confidently with users, team members and management.
• Must be flexible and willing to undertake a wide variety of challenging tasks.
• Strong facilitation skills. Must be able to elicit requirements from various personalities across organizational and geographical boundaries.
• Willing and able to travel to company facilities to meet with business groups as needed (when allowed).
• Ability to work evenings, weekends, and holidays to support departmental initiatives.

SUPERVISORY RESPONSIBILITIES:

Direct Reports: N/A

PHYSICAL and ENVIRONMENTAL CONDITIONS:

Standard office environment, equipment, and tasks, including work at a computer terminal.  This position requires partial sitting and walking throughout the day.  Employee must be open to work overtime to complete assigned tasks.

Base Compensation Information – This is a remote role that can be performed from within the United States. Residents of the states of CA & CO, and for New York City are excluded from this remote role at this time. Information regarding base wages provided upon request.