Job Description :
Business Support Specialist
Horsham PA
6 months contract to hire
Direct Face to Face Interview
Loan Origination / Mortgage Experience Must
The Business Support Specialist is responsible for being the initial and ongoing point of contact for all core business applications with a primary objective of supplying outstanding customer service and supporting the adoption of new technologies and processes. In addition, they will collaborate with the functional application delivery and training teams to foster continuous understanding and ensuring they remain experts in all core applications.
ESSENTIAL JOB FUNCTIONS:
Provide end user support and coaching for core software applications, including but not limited to; CloudVirga iMP, BytePro, Total Expert, Consumer/Public Website, as well as all surrounding interfacing modules such as Docutech, DocVelocity, Optimal Blue, Credit Agencies, DU/LP, Mortgage Insurance, Closing Corp, Form-Free, Appraisals, etc.
Field and respond to support requests through multiple channels, including but not limited to; Phone, Email, Service Desk Portal, and Live Chat.
Assume regularly scheduled on-call shifts for support of off hours and weekends.
Provide consistent support to end users in a customer first approach, ensuring warm handoffs to cross-functional teams and necessary escalations.
Provide feedback for continuously improvement in end-user satisfaction and resolution time.
Contribute to the creation and maintenance of the business support knowledgebase.
Maintain expert knowledge of all core application software responsible for supporting.
Maintain end to end knowledge of the mortgage process (Origination through Servicing
Assist in the facilitation of an effective feedback communication channel with the appropriate information technology and/or corporate teams to assist in the prioritization of software bugs and enhancements to platforms.
MINIMUM REQUIREMENTS:
3+ years'' experience in business support or customer service
5+ years'' experience in a mortgage or financial industry
Bachelor''s degree or equivalent work experience
KNOWLEDGE/SKILLES/ABILITIES:
Strong written, verbal and listening communications at all levels of the customer, business and IT organizations
Strong interpersonal skills and must be a team player
Willingness to take ownership of a presented problem or issue through resolution
Ability to work a flexible schedule including evenings and weekends as required
Excellent customer service skills
Ability to work unsupervised and under own initiative
Excellent Analytical Problem Solver and end-to-end thinking
Empathy with users
Patience and understanding
Experience of successfully understanding and contributing to achieving key objectives in support of service plans in a service orientated environment
Experience of working in and maintaining partnerships to deliver an enhanced level of customer service
Ability to prioritize, multi-task and co-ordinate workloads and work under pressure
Ability to rapidly adapt and learn new technologies and systems
Current knowledge of PC''s, Windows Operating Systems and MS Office Applications
Understand and translate how technology changes will impact branch operations