The TPO Admin supports the systems, applications, and users that drive the Third-Party Originations Channel. This role provides both operational and technical support for internal teams and external TPO partners, helping ensure loans move efficiently through the process while maintaining strong service levels, timely issue resolution, and stable application performance.
This position works closely with Sales, Operations, IT Application Support, Service Desk, business stakeholders, vendors, and other cross-functional teams to troubleshoot issues, support workflow functionality, coordinate enhancements, and maintain the health of assigned applications. The role requires strong communication skills, analytical problem-solving ability, and a working knowledge of mortgage operations, TPO lending workflows, and third-party application support.
At UHM, we understand diversity comes in many different forms. It’s our commitment to improve inclusion in the workplace through programs and policies that establish a positive and inclusive environment where every Partner, regardless of their background, can grow and excel. We value diversity, educate on equity, and create inclusive partner opportunities to ensure that you know #UBelongAtUHM!
RESPONSIBILITIES
- Provide Tier 2 support for TPO applications and users, including internal employees and external TPO partners involved in loan manufacturing processes.
- Troubleshoot and resolve system, workflow, and user-related issues, identify root causes, and coordinate resolution with internal technical teams and third-party vendors.
- Serve as an escalation point for assigned applications while ensuring timely communication and follow-up with stakeholders.
- Partner with IT Application Support, Service Desk, Sales teams, Lock Desk, Operations leadership, and business stakeholders to coordinate issue resolution and support business objectives.
- Review, analyze, and evaluate business and channel requirements to help configure solutions that support operational and strategic goals.
- Support application implementations, enhancements, and process improvement initiatives by assisting with scope, testing, validation, release readiness, and production support.
- Perform day-to-day monitoring of assigned applications to assess system health and support upgrades, patches, and deployments as needed.
- Research and identify potential system defects, workflow gaps, integration issues, and release-related impacts; isolate, replicate, and verify fixes.
- Serve as a system administrator for assigned TPO applications, including maintenance of user access, configuration, and administrative functions as appropriate.
- Help maintain a positive broker and internal customer experience by providing timely, professional, and knowledgeable support.
- Coordinate and facilitate training for new users and brokers on applications, systems, processes, and integrations to support successful onboarding and adoption.
- Document support issues, resolutions, recurring trends, system requirements, workflows, and user guidance as needed.
- Develop and maintain effective working relationships with application providers and internal partners to support operational needs and future enhancements.
- Participate in team meetings, support discussions, and other duties as assigned.
