Job Description
A Loan Systems Support Specialist will be providing first level support to all loan systems. The systems will be support by following the defined operational processes. The support specialist will strive to ensure that questions and issues related sales and operations teams are resolved and/or communicated in such a way as to provide an exceptional customer experience and maintain an efficient loan origination process. The primary responsibilities of this role include:
- Serve as the initial point of contact in resolving technical support questions related to the production and support of loans.
- Create and maintain support documentation, like frequently ask questions and how to documents, which assist in ensuring that our technology can be used to deliver an exceptional customer experience.
- Represent the voice of sales, operations, and the customer when documenting and communicating issues that arise in the normal course of business supporting various loan products.
- Partner with Product Owners and Loan System Support Specialists to hand-off and/or resolve complex loan sales or operational issues.
- Utilize Help Desk system to record, track, and follow up on questions or issues in a timely and professional manor.
- Effectively communicate a customer issue with internal development and technology providers, including the ability to reproduce the issue.
Requirements:
- 1-3 years of work experience in residential mortgage origination technology
- Exceptional verbal communication skills
- Good written communication skills
- Understands the importance of learning and following defined processes
- Problem solver who can resolve issues optimally and creatively while maintaining a high level of flexibility, professionalism, and integrity
- Self-starter with a work demeanor that exhibits flexibility, drive, and dependability
- Strong general computer skills
- Experience with supporting end users as it relates to Encompass, Optimal Blue, BeSmartee, and/or Simple Nexis
- Bachelor’s Degree
