Application Product Support Analyst I

Origence • Irvine, CA

14h • $21 - $27

About The Position

With 30 years at the forefront of fintech innovation, we specialize in SaaS lending solutions that lead the industry. Our core mission is customer-centric, focusing on empowering Credit Unions across the United States with the tools to offer accessible, competitive lending services. We're deeply committed to enhancing the financial ecosystem for a broad network of credit unions, members and auto dealers. We invest in our greatest assets, our employees, and foster a culture of innovation and ownership through freedom and responsibility. We celebrate fiscal accountability, operational rigor and efficiency to create a sustainably healthy and robust business for the long term. The Application Product Support Analyst I's primary role consists of serving as an integral part of the Client and Product Support team which is our organizations first point of contact for system issues with CU Direct product applications. Provide exceptional service and support to both external and internal clients where the primary goal is prompt response and resolution to client issues. Department hours are between 4:30am to 6:00pm Pacific Time Zone. Shifts vary depending on time zone.

Requirements

• High School diploma or equivalent experience.
• Familiarity with PC operating systems and usage, internet web browsers, etc.
• Working knowledge of remote access tools and web browsers such as MS Teams, GoToAssist, Chrome and Firefox.
• A minimum of one (1) year technical support experience.
• Familiarity with the general foundation of indirect lending

Nice To Haves

• Some college work in an IT field is a plus.
• Specialized seminars and/or training in indirect lending, credit bureau functions or other financial-related subjects is a plus.
• background in underwriting is a plus

Responsibilities

• Application Product Support Develop and maintain technical and operational expertise for CU Direct products and systems.
• Demonstrate a strong aptitude for problem-solving and the ability to resolve issues while retaining a strong customer service focus.
• Provide high-quality technical support and customer service via telephone and/or electronically to CU Direct clients for all product applications and provide resolution/workaround or escalation for application product issues, as applicable.
• Client Support Demonstrate strong interpersonal skills with good verbal and written communication to clearly and concisely communicate appropriate level of instruction to staff, clients and/or third-party vendors who may have limited technical knowledge.
• Maintain comprehensive case documentation in ticketing systems and ensure understanding of case process and follow the guidelines as outlined by management.
• Coordinate communications between staff, clients and/or third-party vendors to gather details and identify the scope of reported issues.
• Ensure proper communication to the client is made in a timely manner and keep track of high-profile client issues and provide alerts to team leadership.
• Understand client expectations, show empathy and urgency and escalate issues appropriately.
• Look for opportunities to contribute outside area of primary responsibility to support the organization, team and client experience.
• Maintain security and integrity controls of all confidential client data and account information.

Benefits

• Flexible Working Environment
• Paid Time Off
• 401k (8% match)
• College Tuition Benefits/ Tuition Reimbursement
• Good Benefits options
• Company Culture!
• Cultural and Holiday celebrations, Theme days like Star Wars Day & Bring your Kids to Work Day, Monthly Townhalls and Quarterly Company Meetings that ensure awareness, inclusion, and transparency.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED