AUS Support Analyst

Description:

The AUS Support Analyst is to work directly with internal/external clients to identify, diagnose, and resolve both business and technical problems with automated underwriting/DU and LP issues. 

Responsibilities:

• Troubleshoot Mortgage Software issues with web based and client based Loan Origination Systems
• Work and resolve all AUS tickets as they come into the system
• Resolving said issues received via Ticket system and Client Requests
• Effectively communicate with all levels of internal/external clients
• Work closely with team members as well as independently
• Sense of urgency must be demonstrated at all times
• Logging all client interactions in a ticket tracking system
• Escalate issues that cannot be resolved at a first level while remaining the point person until the resolution of the issue
• Continue learning new technologies and mortgage processes
• Document reoccurring processes
• Effectively communicating back to clients and to appropriate internal teams
• Provide support on a rotating schedule depending on team needs
• Client Coordination point for IT initiatives
• Focus on proactive and informative communication

Qualifications:

• Must be able to work 11am-8pm shift 
• High School Diploma 
• 1-3 Years in client service role 
• Strong problem-solving and decision-making skills 
• Ability to work effectively and with minimal direct supervision 
• Detail-oriented and quality-conscious
• Ability to interface effectively via phone or email with both technical and non-technical clients while remaining composed, decisive and client focused