Help Desk Customer Service Representative

• Act as a liaison between sales and the operations staff to resolve complex customer service loan level issues, occasionally contacting government agencies, as needed.
• Work one-on-one with brokers/sales team for new accounts and new hires to help make their first experiences with the company be as seamless as possible.
• Assist brokers with troubleshooting issues in multiple programs including but not limited to: BlitzDocs, the Broker Portal, and DU.
• Meet prescribed SLA requirements on web-based ticket system and live chat.

Administrative

Work Experience and Knowledge, Skills and Abilities

• Demonstrated knowledge of the mortgage process and guidelines.
• Excellent knowledge of FNMA, FHLMC, FHA, USDA, and VA product guidelines.
• Excellent analytic skills, attention to detail, and ability to work within time constraints.
• Excellent level of oral and written communication skills; Ability to communicate across a variety of audiences.
• Intermediate level of computer skills and the ability to function in a windows environment utilizing Outlook, Word, and Excel.
• Professional and effective interpersonal skills; Solid decision-making skills with display of professionalism in maintaining confidentiality.
• Ability to build strong relationships with internal business partners to achieve success.
• Ability to rapidly acquire detailed knowledge of departmental policies, practices, and procedures.
• Strong time management skills, fast learner, self-motivated, and comfortable taking initiative and handling multiple projects simultaneously.
• Committed to taking responsibility and ownership for agreed actions and delivery.
• Reports to work on a daily and timely basis.

Minimum Qualifications

• High school diploma or equivalent.
• Bachelor’s degree, preferred.
• Three-five (3-5) years of similar work experience.

Note: Management reserves the right to change or reassign job duties or combine positions at any time