Empower Support Associate

Cornerstone Home Lending

13d•$40,000 - $60,000•Remote

About The Position

The Empower Support Associate is a member of the Empower Help Desk support team providing Tier I level support to Production / Operations team members. Provide support and assistance to customers facing issues from internal team members with loan products, loan-level Empower issues or services. This includes answering questions, troubleshooting technical problems, and resolving complaints, all while ensuring a positive customer experience. Responsible for assisting Production / Operations team members on a day-to-day basis with Empower loan level related issues. Ensure timely, accurate answers to inquiries and escalate Tier 2/3 issues to the Product team.

Requirements

Strong written and verbal communication skills
Teamwork and customer service necessary
Initiative-taking and energetic
Strong computer and technology-related skills
Professional demeanor
Knowledge of Mortgage Products, Fee’s, Income Calculation, Disclosing, TRID
Must be extremely organized.
DU/ LPA Knowledge
Computer savvy and strong ability to pick up quickly on new systems.
Possess strong knowledge of MS Office
Strong mortgage / origination knowledge
Ability to follow up with multiple tasks / cases daily.
Able to work independently and proactively, prioritizing workload and manage multiple tasks throughout the day while keeping your cool
Able to work independently and proactively, prioritize workload and manage multiple tasks.

Nice To Haves

Experience in Empower is a plus.

Responsibilities

Address Production / Operations team members email and calls for loan level related problems, providing resolution.
Provide excellent customer service to end users by communicating all stages of progress in resolution of the reported problem.
Research, resolve these inquiries related to loan level issues.