Help Desk Customer Service Representative

The Help Desk Customer Service Representative is the first point of contact for customers and sales staff. This position is responsible for a wide range of duties including but not limited to researching guidelines, troubleshooting loan level issues, and offering technical support.

Help Desk

Act as a liaison between sales and the operations staff to resolve complex customer service loan level issues, occasionally contacting government agencies, as needed.

Work one-on-one with brokers/sales team for new accounts and new hires to help make their first experiences with the company be as seamless as possible.

Assist brokers with troubleshooting issues in multiple programs including but not limited to: BlitzDocs, the Broker Portal, and DU.

Meet prescribed SLA requirements on web-based ticket system and live chat.

Administrative

Complete all duties including special projects, with a high level of proficiency and according to the time frames set forth by the Help Desk supervisor.

Run reports and make phone calls to customers to create Excel spreadsheets for customer satisfaction surveys; distribute surveys to Senior Level Management monthly.

Work Experience and Knowledge, Skills and Abilities

Demonstrated knowledge of the mortgage process and guidelines.

Excellent knowledge of FNMA, FHLMC, FHA, USDA, and VA product guidelines.

Excellent analytic skills, attention to detail, and ability to work within time constraints.

Excellent level of oral and written communication skills; Ability to communicate across a variety of audiences.

Intermediate level of computer skills and the ability to function in a windows environment utilizing Outlook, Word, and Excel.

Professional and effective interpersonal skills; Solid decision-making skills with display of professionalism in maintaining confidentiality.

Ability to build strong relationships with internal business partners to achieve success.

Ability to rapidly acquire detailed knowledge of departmental policies, practices, and procedures.

Strong time management skills, fast learner, self-motivated, and comfortable taking initiative and handling multiple projects simultaneously.

Committed to taking responsibility and ownership for agreed actions and delivery.

Reports to work on a daily and timely basis.

Minimum Qualifications

High school diploma or equivalent.

Bachelor’s degree, preferred.

Three-five (3-5) years of similar work experience.

Note: Management reserves the right to change or reassign job duties or combine positions at any time