Analyst, Bus Support I

Freedom Mortgage-posted 7 months ago
Full-time • Entry Level
Remote • Trenton, NJ
Credit Intermediation and Related Activities
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The Analyst, Bus Support I will work with Freedom's Business Associates and IT Support teams supporting our Core Platform areas. Will reside in the Information Technology Enterprise Business Support Department and will be responsible for working cross-functionally with both the Business and IT groups to fully define and execute the required efforts needed to exceed customer and management expectations.

  • Point of contact and SME for all support regarding their specific channel.
  • Owns all support/service desk queues for the channel that they are responsible for.
  • Manages any escalated tickets to level 2 and level 3 teams to resolution.
  • Collaborates with advocates and business analysts to transition support from BA's to the Business Service Desk.
  • Responsible for handling calls from associates regarding a variety of Business support requests.
  • Help educate and empower our Account Executives and Brokers or our Loan Advisors to become better users of our Company's Core Systems.
  • Proactively look for solutions to problems and propose improvements.
  • Be an ambassador for IT and help both groups be successful in their roles.
  • Maintain regular and punctual attendance.
  • Understanding of ITIL and ITSM Concepts.
  • Previous experience proven to grasp Mortgage concepts.
  • High degree of business acumen, staying up to date on Business changes.
  • Strong results-orientation combined with excellent judgment and strong analytical skills.
  • Strong verbal, written, and interpersonal skills.
  • Experience working in short, fast-paced cycles to deliver results quickly.
  • High level of accuracy.
  • Ability to work independently.
  • Excellent time management and organization skills.
  • Must have strong customer service skills.
  • 3+ years of residential mortgage experience, including Mortgage Processing support.
  • 3-5 years of Experience with web-based products and services.
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