TPO Administrator

The TPO Admin supports the systems, applications, and users that drive the Third-Party Originations Channel. This role provides both operational and technical support for internal teams and external TPO partners, helping ensure loans move efficiently through the process while maintaining strong service levels, timely issue resolution, and stable application performance.

This position works closely with Sales, Operations, IT Application Support, Service Desk, business stakeholders, vendors, and other cross-functional teams to troubleshoot issues, support workflow functionality, coordinate enhancements, and maintain the health of assigned applications. The role requires strong communication skills, analytical problem-solving ability, and a working knowledge of mortgage operations, TPO lending workflows, and third-party application support.

At UHM, we understand diversity comes in many different forms. It's our commitment to improve inclusion in the workplace through programs and policies that establish a positive and inclusive environment where every Partner, regardless of their background, can grow and excel. We value diversity, educate on equity, and create inclusive partner opportunities to ensure that you know #UBelongAtUHM!

RESPONSIBILITIES

• Provide Tier 2 support for TPO applications and users, including internal employees and external TPO partners involved in loan manufacturing processes.
• Troubleshoot and resolve system, workflow, and user-related issues, identify root causes, and coordinate resolution with internal technical teams and third-party vendors.
• Serve as an escalation point for assigned applications while ensuring timely communication and follow-up with stakeholders.
• Partner with IT Application Support, Service Desk, Sales teams, Lock Desk, Operations leadership, and business stakeholders to coordinate issue resolution and support business objectives.
• Review, analyze, and evaluate business and channel requirements to help configure solutions that support operational and strategic goals.
• Support application implementations, enhancements, and process improvement initiatives by assisting with scope, testing, validation, release readiness, and production support.
• Perform day-to-day monitoring of assigned applications to assess system health and support upgrades, patches, and deployments as needed.
• Research and identify potential system defects, workflow gaps, integration issues, and release-related impacts; isolate, replicate, and verify fixes.
• Serve as a system administrator for assigned TPO applications, including maintenance of user access, configuration, and administrative functions as appropriate.
• Help maintain a positive broker and internal customer experience by providing timely, professional, and knowledgeable support.
• Coordinate and facilitate training for new users and brokers on applications, systems, processes, and integrations to support successful onboarding and adoption.
• Document support issues, resolutions, recurring trends, system requirements, workflows, and user guidance as needed.
• Develop and maintain effective working relationships with application providers and internal partners to support operational needs and future enhancements.
• Participate in team meetings, support discussions, and other duties as assigned.

EDUCATION AND/OR EXPERIENCE

• Bachelor's degree in a related field, or equivalent combination of education and work experience.
• 3+ years of professional experience in application implementation, support, operations support, or a related role. Professional experience working with both business and technical leadership to support objectives.
• Knowledge and understanding of mortgage origination business processes and the ability to assess current workflows to meet business requirements preferred.

Preferred Experience

• Experience with TPO Broker platforms, or similar mortgage loan origination and third-party application platforms.
• Understanding of wholesale, non-delegated correspondent, and third-party origination lending workflows.
• Experience working with technical support, operations support, application administration, or business support functions within mortgage banking.

SKILLS

• Working knowledge of mortgage operations, loan manufacturing, and TPO lending workflows preferred.
• Experience supporting mortgage technology platforms, loan origination systems, or third-party business applications preferred.
• Strong troubleshooting and analytical skills, including experience identifying root causes and coordinating issue resolution.
• Ability to support both frontline user needs and escalated application issues in a fast-paced environment.
• Strong customer service, written, and verbal communication skills.
• Ability to work collaboratively across departments and with external business partners and vendors.
• Experience creating and maintaining support documentation, training materials, user guides, and process documentation.
• Proficient with Microsoft Office applications and general business technology tools.
• Detail oriented with strong organizational skills, sound judgment, and the ability to manage multiple priorities simultaneously.
• Self-motivated individuals with the ability to thrive in a collaborative and changing environment.

This employer participates in E-Verify. If hired, the employer will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Union Home Mortgage Corp. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.