Member of the Mortgage Help Desk supporting all Mortgage specific applications including, but not limited to, Encompass, Blend, and Tabrasa.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Contribute to improving customer support by actively responding to queries and handling complaints.
- Ensure customer service is timely and accurate on a daily basis.
- Provides Product System Support for related Business Units for both set-up and maintenance activities.
- Provide Liaison Services between Business Units and vendors.
- Acts as the Application Specialist providing Application support for related Business Units.
- Analyzes business and user needs, documents requirements and works with Business Analyst group to translate into proper system/customer requirements specifications.
- Advises on methods to improve business processes.
- Considers the business implications of the application of technology to the current and future business environment.
- Acts as a liaison between customer and technical solutions/support groups to identify business processes, systems, and product requirements.
- Researches and identifies solutions to problems.
- Provide customer feedback to the appropriate internal teams, like product developers.
- All other duties as assigned.
- 3+ years administering Ellie Mae Encompass
- 3+ years working in Mortgage
- Proven work experience in a customer supporting role
- Customer-service oriented with a problem-solving attitude.
- Excellent written and verbal communications skills.