Mortgage Help Desk Phone Analyst

Our Client, a Commercial Banking company, is looking for an OSS Help Desk Phone Analyst for their Richmond, VA location.

Responsibilities:

• Provide help desk resources to support case demand for Real Estate Lending (REL) Business Segments and backfill FTE position
• Help Desk Phone Analyst provides support in the form of troubleshooting and triaging activities for standard problems encountered by end-users to determine a Resolution and often provides educational training on various systems supported by Originations Servicing Support (OSS).
• Each Phone Analyst Adheres to Compliance regulations and adheres to client Policies and Procedures related to the scenario.
• If the Phone Analyst is unable to resolve the related issue the call will get escalated to a more experienced OSS teammate to further triage and resolve the issue and/or work closer with Level 2 Production Support for a resolution.

Requirements:

• 1-3 years Help Desk environment
• Excellent listening, verbal, and written communication skills
• Ability to handle a busy stressful environment and always maintain professionalism
• Troubleshoot, Analyze and Resolve related issues using available resources and tools
• Report any new issues immediately to next level support and Management
• Speak with end-users to resolve their issues quickly and determine a root cause
• Support roll-out of new applications
• Completes call logs in Salesforce on each call and works bulk requests in between calls
• Educate each Teammate on each issue to ensure the end-users have an understanding on how to fix the issues on their end to save a 2nd call for the same issue.
• Warm transfer callers to appropriate departments if the call comes in and OSS does not support the application.
• Adheres all Risk Management Guidelines and stays up to date with Compliance Regulated courses as assigned by Compliance.
• Stays up to date on Daily Communications provided by Management or Communications.
• Adheres to OSS Scorecard Goal expectations to meet/exceed goals as outlined:"
• Mortgage Experience
• Banking or financial services experience

Why Should You Apply?

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities