Mortgage LOS Customer Support Specialist

Job Description

Mortgage Cadence, a wholly-owned subsidiary of Accenture, has been partnering with mortgage lenders since 1999, offering the industry's only true one-stop shop mortgage technology solutions designed for point-of-sale through post-closing. In a time when efficiency, speed and the customer experience are paramount to the success of lenders, Mortgage Cadence offers the most reliable software and dedicated people, supporting lenders every step of the way. Each of our products has revolutionized the mortgage lending process in some way, changing the way lenders lend and borrowers finance.

As a software company, we think like a start-up, with every employee empowered and encouraged to be visionary. Teamwork and innovation define what we do as we take our customers into the future by providing the last lending solution they will ever need.

The Customer Support Specialist will focus on managing the customer relationship with regards to platform support managing customer tickets, assisting in providing timely solutions to reported issues, and escalating priority items when necessary. They will make customer satisfaction a top priority and must exhibit exceptional customer service skills in order to effectively support our ELC Customers. They will be expected to work effectively with various internal teams to drive resolution for their assigned customer s issues.

They will accomplish this by focusing on the following main priorities

Manage Support Related Escalations Internally Externally
Understands, follows, and communicates established escalation process
Acts as a liason between internal Mortgage Cadence groups, the Customer and or Vendors in an effort to resolve customer s actionable priorities
Works effectively and efficiently with internal Mortgage Cadence teams including Support, Business Analysts, Product, IT, Data Management, Professional Services, and Customer Success teams.

Customer Ticket Management
Conduct support ticket review calls with ELC Admins on a regular basis weekly or biweekly
Manage client expectations regarding ticket priority
Communicate regularly with customers via email, phone, and Footprints ticketing system
Coordinate troubleshooting working sessions with clients MC teams as needed to help facilitate resolution of customer issues

Facilitate Client Releases
Advise clients on upcoming releases to ensure they are consistently planning for the latest versions of the platform.
Schedule and steer release retrospectives
Work with Deployment team to ensure successful deployments of product releases, scripts, patches, etc.

Build a Successful Client Relationship
Understand and anticipates the needs of assigned clients
Become an advocate for the customer.
Build trust between the Customer and Mortgage Cadence
Respond quickly

Show more

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Qualifications

- Minimum of 3 years experience providing direct customer support
- Minimum of 3 years experience residential mortgage experience
- Minimum of 3 years experience LOS platform experience

Preferred Qualifications:

- Relationship Management Experience building, maintaining, and growing customer relationships
- Technical Aptitude Ability to speak to the technical nature of the Platform
- Leadership Strong, proven leadership skills
- Strong Excel knowledge as well as knowledge of various ITILs and CRMs, including BMC Footprints, ServiceNow, or Salesforce
- Excellent communication skills written and oral

As required by theColorado Equal Pay Transparency Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only , the range of starting pay for this role is$62,100 - $104,199 and information on benefits offered is here.

What We Believe

We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.

Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here

Equal Employment Opportunity Statement

Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Accenture is committed to providing veteran employment opportunities to our service men and women.

For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement .

Requesting An Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

Locations

AZ - Phoenix,CA - Los Angeles,CA - San Diego,CA - San Francisco,CO - Denver,CT - Hartford,FL - Miami,GA - Atlanta,IL - Chicago,MA - Boston,MI - Detroit,MN - Minneapolis,NC - Charlotte,NC - Raleigh,NJ - Florham Park,NY - New York,OH - Cleveland,OH - Columbus,PA - Philadelphia,PA - Pittsburgh,TX - Austin,TX - Houston,TX - Irving,VA - Arlington,WA - Seattle,WI - Milwaukee

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- Minimum of 3 years experience providing direct customer support
- Minimum of 3 years experience residential mortgage experience
- Minimum of 3 years experience LOS platform experience

Preferred Qualifications:

- Relationship Management Experience building, maintaining, and growing customer relationships
- Technical Aptitude Ability to speak to the technical nature of the Platform
- Leadership Strong, proven leadership skills
- Strong Excel knowledge as well as knowledge of various ITILs and CRMs, including BMC Footprints, ServiceNow, or Salesforce
- Excellent communication skills written and oral

As required by theColorado Equal Pay Transparency Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only , the range of starting pay for this role is$62,100 - $104,199 and information on benefits offered is here.

What We Believe

We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.

Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here

Equal Employment Opportunity Statement

Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Accenture is committed to providing veteran employment opportunities to our service men and women.

For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement .

Requesting An Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

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Mortgage Cadence, a wholly-owned subsidiary of Accenture, has been partnering with mortgage lenders since 1999, offering the industry's only true one-stop shop mortgage technology solutions designed for point-of-sale through post-closing. In a time when efficiency, speed and the customer experience are paramount to the success of lenders, Mortgage Cadence offers the most reliable software and dedicated people, supporting lenders every step of the way. Each of our products has revolutionized the mortgage lending process in some way, changing the way lenders lend and borrowers finance.

As a software company, we think like a start-up, with every employee empowered and encouraged to be visionary. Teamwork and innovation define what we do as we take our customers into the future by providing the last lending solution they will ever need.

The Customer Support Specialist will focus on managing the customer relationship with regards to platform support managing customer tickets, assisting in providing timely solutions to reported issues, and escalating priority items when necessary. They will make customer satisfaction a top priority and must exhibit exceptional customer service skills in order to effectively support our ELC Customers. They will be expected to work effectively with various internal teams to drive resolution for their assigned customer s issues.

They will accomplish this by focusing on the following main priorities

Manage Support Related Escalations Internally Externally
Understands, follows, and communicates established escalation process
Acts as a liason between internal Mortgage Cadence groups, the Customer and or Vendors in an effort to resolve customer s actionable priorities
Works effectively and efficiently with internal Mortgage Cadence teams including Support, Business Analysts, Product, IT, Data Management, Professional Services, and Customer Success teams.

Customer Ticket Management
Conduct support ticket review calls with ELC Admins on a regular basis weekly or biweekly
Manage client expectations regarding ticket priority
Communicate regularly with customers via email, phone, and Footprints ticketing system
Coordinate troubleshooting working sessions with clients MC teams as needed to help facilitate resolution of customer issues

Facilitate Client Releases
Advise clients on upcoming releases to ensure they are consistently planning for the latest versions of the platform.
Schedule and steer release retrospectives
Work with Deployment team to ensure successful deployments of product releases, scripts, patches, etc.

Build a Successful Client Relationship
Understand and anticipates the needs of assigned clients
Become an advocate for the customer.
Build trust between the Customer and Mortgage Cadence
Respond quickly
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COVID-19 update: The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually.

Please be aware that Accenture requires all employees to be fully vaccinated as a condition of employment. Accenture will consider requests for medical or religious accommodation to this vaccination requirement during the recruiting process.

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