Mortgage Loan Processor with strong customer service and technical skills

  • Denver, CO
  • Full-time

Company Description

Mortgage Cadence is the leading provider of Enterprise Lending Solutions ("ELS"), which employ an extensive financial services data model wrapped with a native rules engine to deliver data-driven workflow automation tools to mortgage banks, lenders, credit unions, service providers and servicers. Mortgage Cadence has developed enterprise solutions that integrate all functions and data elements required to optimize, manage and score lending performance. The mortgage industry is always shifting to meet demands and minimize risks. Mortgage Cadence’s flexible solutions continue to evolve to meet those needs. To learn more, please visit http://www.mortgagecadence.com

Job Description

Mortgage Cadence is seeking a Tier 1 Software Support Specialist  to provide direct assistance to our clients in using our software and services.  The support includes diagnostic support, basic "how-to" training, and issue tracking and escalation.  This function helps ensure our clients are successful in order to sustain our transaction volume and retain existing clients. An ideal candidate would be someone with a background in mortgage processing and/or originations and a strong techncial apptitude as well as excellent customer service skills. 

 

KEY ACCOUNTABILITIES

1.            Document and track issues and questions received from clients

2.            Triage client issues based on the described symptoms and request additional information as needed to fully understand the symptoms

3.            Provide the authorized customer contact with an immediate resolution to the reported issue, where possible, and escalate the issue to the next appropriate internal resource when an immediate solution cannot be identified

4.            Give basic software instruction (generally 15 minutes or shorter) in response to "how-to" questions from customers

5.            Follow up on open issues with clients and internal support staff

6.            Maintain a high level of platform knowledge, staying current on all system related issues and developments.

7.            Manage a basic level of mortgage industry knowledge.

8.            Provide support to the Sales team with product related issues and questions.

9.            Escalate issues requiring immediate attention to the appropriate Lead.

10.          Strive for the continuous quality improvement of processes and quality of service to internal and             external customers.

11.          Maintain effective communication with all employees (internal customers) to ensure coordination and exchange of information.

12.          Provide support to all customers during the implementation phase. 

 

Qualifications

QUALIFICATIONS/REQUIREMENTS

•             A minimum of 1 year experience performing direct client support

•             A minimum of 3 years’ experience in the use personal computers and related software

•             A basic understanding of web-based technology including browsers and the Internet

•             Demonstrated diagnostic skills

•             Strong verbal and written communication skills 

•             Proficient PC skills (Microsoft Office, Visio, Graphics), with the ability to learn new software. 

•             Strong verbal and written communication skills 

•             Strong troubleshooting skills, with the ability to analyze product or process and make recommendations for improvement.

•             Strong interpersonal skills to work effectively with other areas of the organization.

•             Ability to work independently, and as a team member, while using discretion in decision making and sound judgment in problem solving.

 

Preferred

•             A working knowledge of mortgage terminology and concepts

•             Familiarity with GSEs and mortgage-related settlement services

•             Working knowledge of HTML and XML/XSL

•             Experience with Lending Suite, SMC, Transaction Director, and/or our other software products

 

Additional Information

 

Mortgage Cadence is an Equal Opportunity Employer