Job description

Lenderworks is currently seeking a Mortgage Technology Service Desk Manager to join our team.

About Us: Started in 2011, Lenderworks offers an innovative mortgage services platform encompassing the areas of Secondary Marketing, Post Closing, Shipping, Compliance, Quality Control, Finance/Accounting, IT, Business Intelligence and Business Systems. Our innovative structure and unique market positioning has offered personal and professional development opportunities that are unrivaled in the industry. Lenderworks is always looking for top talent to join a fast-growing mortgage services company that is at the “hub” of various experienced and profitable mortgage lenders.

Job Responsibilities

Using your keen analytical and problem solving skills, you will:

• Act as escalation point for challenging contacts and support end-users by troubleshooting escalated issues directed to the Business Systems Service Desk.
• Perform QC on Service Desk tickets to identify training opportunities for Service Desk Analysts.
• Conducting periodic appraisals of team members, providing feedback where necessary.
• Undertake training needs assessments of new staff as an integral part of the induction process in order to properly identify and quantify their training and development needs.
• Ensure Customer Service levels are always maintained.
• Create weekly/monthly reporting for Service Desk flow.
• Monitor outstanding inquiries to ensure resolution within defined Service Level Agreements.
• Maintain documentation for reference by regulators, auditors and management.
• Maintaining Custom Relationships and improving response and delivery times.
• Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
• Defusing situations with unhappy customers when needed. When customers are unable to have their needs satisfactorily met by talking with a Customer Support Agent, it is the job of the Customer Support Manger to take over and attempt to appease the customer.
• Collaborate with internal business partners and existing resources to develop a solid understanding of our business, procedures, and operations

Requirements

To build and improve relationships by improving efficiency with applications and procedures for users across Lenders and at Lenderworks, you will need to possess:

• Ability to support end-users, via multiple communication methods, with a focus on providing the highest levels of customer service.
• 3+ Years Ellie Mae Encompass administration experience.
• Experience with Encompass integrations including OB, LO Connect, AIQ, Smart Fees and other Ellie Mae Network services.
• At least 2 years mortgage industry experience.
• At least 2 years of related customer service experience.
• Proficiency in all aspects of Microsoft Office Suite; especially Outlook, Word, Excel and PowerPoint.
• Connectwise experience a plus.

Abilities and Skills

• Excellent written and verbal communication skills, the ability to correspond concisely through email is required.
• Good mediation skills when dealing with unhappy clients.

• Ability to build and maintain solid relationships/partnerships with customers and staff across all segments.
• Ability to type quickly and accurately (40+ WPM); knowledge and use of basic keyboard commands (Ctrl+c, Ctrl+v, etc.).
• Skilled at working independently without the need for supervision.
• Superior organizational skills and attention to detail.
• Advanced analytical and problem-solving skills.
• Excellent planning, time management and follow-up ability.
• Open-minded, optimistic, passionate and determined team player.
• Strong interpersonal skills.

If you want to pursue your career as part of a groundbreaking team that supports successful and profitable mortgage companies, then Lenderworks is the place for you!

We are an Equal Opportunity Employer

No Phone Calls or Recruiters Please

Job Type: Full-time

Schedule:

• 8 hour shift

Education:

• Associate (Preferred)

Experience:

• Ellie Mae Encompass administration: 3 years (Preferred)
• mortgage industry: 1 year (Preferred)

Work Location: Remote

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