Fairway Independent Mortgage Corporation Hiring for Mortgage Wholesale/TPO Associate Operations Support (Remote, Loan help desk team) Job at Lisle, IL Full Time

Essential Job Functions:

• Serve as a first point of contact to both internal and external customers seeking technical assistance over the phone or via email.
• Evaluate Help Desk ticket inbox and prioritize based upon the issue.
• Troubleshoot system issues through diagnostic techniques and pertinent questions.
• Collaborate as a team to identify patterns when multiple issues arise.
• Escalate unresolved or more complex issues to Production Support Specialist.
• Provide communication and follow up throughout the Help Desk ticket process.
• Identify defects or bugs that need to be tested and participate in UAT testing to resolve the issue.
• Demonstrates a thorough knowledge of current systems, TPO process and Mortgage Industry changes to understand the impact on the business.
• Analyze feedback from Brokers to identify opportunities of improvement within the process or system.
• Assist TPO Production Support Manager with various projects related to process and system improvement.
• Facilitate training sessions with Brokers to ensure user readiness with a clear understanding of Driver.
• Utilize resources and relationships with other departments to resolve more complex issues.
• Must be able to work various shifts which may include Saturdays.

Non-Essential Job Functions:

• Participates in and leads proactive team efforts to achieve departmental and company goals.
• Adopts Fairway values in personal work behaviors, decision making, contributions and interpersonal interactions.
• Contributes to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value “can do” people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun.
• Performs other duties as assigned.

Required Knowledge and Skills:

• Detail Oriented
• 
  Ability to Work in a Fast-Paced Environment
• Knowledge and understanding of current business acumen
• Knowledge and understanding of customer service and intrapersonal best practices
• Knowledge and understanding of organizing people, tasks, and activities to yield efficient work flow
• Knowledge and Understanding of mortgage lending processes, procedures, and regulations
• Knowledge of AUS
• 
  Knowledge of Encompass

Required Education and Experience:

• Associate’s degree or equivalency degree
• 
  2+ years in mortgage industry
• Basic system functionality with troubleshooting experience and a drive to a resolution
• Demonstrated experience with analytical, critical thinking, problem solving, and making solid business decisions
• Demonstrated experience of written and communication skills
• Demonstrated experience producing accurate and detailed work on multiple projects under time pressure
• Demonstrated experience analyzing and interpreting data
• Demonstrated experience of excellent customer service skills
• Demonstrated experience working in a fast paced and changing environment
• 
  Demonstrated experience with attention to detail, time management, written and oral communication, multi-tasking, and working in a team atmosphere adhering to tight deadlines