Summary:

The Specialist, Bus Support I will work with Business Associates and IT Support teams supporting our Core Platform areas. Will reside in the Information Technology Enterprise Business Support Department and will be responsible for working cross-functionally with both the Business and IT groups to fully define and execute the required efforts needed to exceed customer and management expectations.

Essential Job Functions:

• Point of contact for all support regarding all business channels.

• Owns all support/service desk queues for all business channels that they are responsible for, manages any escalated tickets to level 2 and level 3 teams to resolution.

• Possesses Mortgage Processing knowledge and communications skills, demonstrate the ability to diplomatically influence and effectively manage key relationships and challenging situations under pressure.

• Responsible for handling calls from associates regarding a variety of Business support requests. Using your knowledge of internal products and/or services and great customer service skills, address issues, provide support, and offer information to keep customers satisfied and retain business.

• Help educate and empower our Account Executives and our Loan Advisors to become better users of our Company’s Core Systems. Ensure proper delivery of service solutions. Identify the need for and assist with the creation of required training as found in trending reports.

• Proactively look for solutions to problems and propose improvements.

• Be an ambassador for IT and help both groups be successful in their roles. Own the customer support experience and work to exceed their expectations.

• Maintain regular and punctual attendance.

Other Related Duties:

Performs other related duties as assigned.

Supervisory Responsibilities:

This position is an individual contributor with no direct reports.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Understanding of ITIL and ITSM Concepts.

• High degree of business acumen, staying up to date on Business changes.

• Be comfortable balancing time between tactical day-to-day product management and support activities; and longer-term roadmap planning for enhancements with IT.

• Strong results orientation combined with excellent judgment, strong analytical skills, aptitude for problem-solving, and track record of product success.

• Strong verbal, written, and interpersonal skills.

• Expertise in communicating progress at each phase of support as appropriate.

• High level of accuracy.

• Ability to work independently.

• Excellent time management and organization skills.

• Must have strong customer service skills, a team-oriented mentality with a natural ability to fit into our dynamic culture.

• Must have mortgage business knowledge, combined with the ability to clearly communicate with the Associate and Management.

Education and/or Experience:

• High School Diploma or Equivalent; BA Preferred.

• One (1) to two (2) years of residential mortgage experience, including Mortgage Processing support, preferably working in a fast-paced, growing environment.

• One (1) to two (2) years of experience with web-based products and services a plus.

• Previous experience proven to grasp Mortgage concepts.

• Experience working in short, fast-paced cycles to deliver results quickly.

Certificates, Licenses, Registrations:

None required.

Language Skills:

Ability to read words and to recognize similarities and differences between words and between series of numbers. Ability to comprehend and write simple instructions, correspondence, and memos. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Personal/Organizational Contacts:

Some contact with others; including the public. The purpose of contacts is to provide an explanation or interpretation of information. May handle confidential information and some complex matters.

Customer Service Relationships:

Requires moderate interpersonal and communication skills to ensure that customer requests or needs are met. Acknowledges and clarifies customer inquiries, requests, or complaints to ensure that needs are identified, documented, and addressed.

Work Complexity:

Tasks are multiple and diverse with some interrelationships across processes. Work requires the direct application of a variety of procedures, policies, and/or precedents. Handles basic issues and problems and refers more complex issues to higher-level staff.

Independent Judgement/Problem Solving:

Performs tasks and duties under direct supervision, using established procedures and innovation. Choose from limited alternatives to resolve problems. Occasional independent judgment is required to complete work assignments. Often makes recommendations to work procedures, policies, and practices. Refers unusual problems to supervisor.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

Equal Employment Opportunity:

Archwell is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. Archwell may change the specific job duties with or without prior notice based on the needs of the organization.