Business Application Support II

Newrez LLC • Coppell, TX

1d • Onsite

About The Position

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications. We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation. POSITION SUMMARY The Business Application Support II provides live support by phone, e-mail and online chat for technology help, process and procedural questions, training, and general support related to the Company's proprietary LOS software platforms, may assist with mentoring more junior team members. The Business Application Support II will also partake in the testing/improvement of software/processes. DESCRIPTION Essential Functions, Duties, and Responsibilities Manages requests to handle and diagnose the system issues/deficits and redirects to appropriate production/operations teams as needed. Records difficult or frequently asked questions/scenarios and disseminates findings to manager for educational purposes. Provides materials in a useable format with accurate steps, logic, screen shots, and in-depth explanations. Completes an analysis and test for HWO 'bugs' to ensure issues are truly system issues and not user error/PC related. Adheres to OS escalation policies and collaborates with other corporate service departments to facilitate issues outside of the scope of OS. Continues education on upcoming products, regulations, guidelines, and software and vendor relationships/integrations. Provides an approach of training, allowing users to be more autonomous. Serves as a subject matter expert in the administrative functions of H2O to assist in access, account, and administrative functions within H2O. Provides an unrivaled level of service to our clients and employees. Provides 2nd line support, within channel alignment, for incoming calls, chats, and online tickets. Escalate approved requests to Testing/Validation Manager for completion. Understands all production and operations roles within assigned channels. Provides proficient and accurate input into ticketing systems to provide LOB with useable metrics. Uses applicable 3rd party familiarity for facilitation and resolution of integrated software issues. DU & LP, Credco/CoreLogic/Risk Manager, Mavent, DocuSign, ARC, SmartGFE, Guardian, etc. Ability to effectively and accurately convey information to others. Performs related duties as assigned by management. Qualifications and Education Requirements Bachelor’s degree preferred. 2 -4 years of related experience. Mortgage industry experience preferred.

Requirements

• Strong interpersonal, oral and written communication skills.
• Strong customer service orientation.
• Excellent organization and follow up skills.
• Expert proficiency in Microsoft Office Applications.
• Superior Multi-tasking/ High Volume management skills.
• Advanced knowledge of the Company's products and policies, including H2Online strongly preferred.
• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.
• All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.

Nice To Haves

• Bachelor’s degree preferred.
• Mortgage industry experience preferred.

Responsibilities

• Manages requests to handle and diagnose the system issues/deficits and redirects to appropriate production/operations teams as needed.
• Records difficult or frequently asked questions/scenarios and disseminates findings to manager for educational purposes.
• Provides materials in a useable format with accurate steps, logic, screen shots, and in-depth explanations.
• Completes an analysis and test for HWO 'bugs' to ensure issues are truly system issues and not user error/PC related.
• Adheres to OS escalation policies and collaborates with other corporate service departments to facilitate issues outside of the scope of OS.
• Continues education on upcoming products, regulations, guidelines, and software and vendor relationships/integrations.
• Provides an approach of training, allowing users to be more autonomous.
• Serves as a subject matter expert in the administrative functions of H2O to assist in access, account, and administrative functions within H2O.
• Provides an unrivaled level of service to our clients and employees.
• Provides 2nd line support, within channel alignment, for incoming calls, chats, and online tickets.
• Escalate approved requests to Testing/Validation Manager for completion.
• Understands all production and operations roles within assigned channels.
• Provides proficient and accurate input into ticketing systems to provide LOB with useable metrics.
• Uses applicable 3rd party familiarity for facilitation and resolution of integrated software issues. DU & LP, Credco/CoreLogic/Risk Manager, Mavent, DocuSign, ARC, SmartGFE, Guardian, etc.
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

Benefits

• Medical, dental, and vision insurance
• Health Savings Account with employer contribution
• 401(k) Retirement plan with employer match
• Paid Maternity Leave/Parental Bonding Leave
• Pet insurance
• Adoption Assistance
• Tuition reimbursement
• Employee Loan Program
• The Newrez Employee Emergency and Disaster Fund is a new program to support our team members
• Newrez NOW: Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more
• 1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
• Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee
• Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level