Lending Software Support Analyst

Job Description

Job Description

*** Candidates for this position will be required to work IN the Brentwood, TN office a MINIMUM of 3 days per week AFTER a 90-day IN-OFFICE PROBATIONARY PERIOD. Wednesdays are mandatory in-office days. ***

DUTIES:

• Provide front line support for Integra clients. This includes answering incoming phone calls and responding to emails within the Service Level Guideline standards.
• Capture all pertinent information during client interactions, and create new support tickets in with all relevant data and information.
• Follow-up, track, and document issue progress.
• Communicate with the client on the status of ongoing issues.
• Troubleshoot simple-to-complex issues with the EPIC LOS system and related systems.
• Work with development and quality assurance departments to understand and replicate issues.
• Provide possible workarounds to client.
• Provide manual testing steps and examples in JIRA ticketing system for development department when a software code problem is identified.
• Provide clients with lending document updates when requested.
• Send notifications of software updates to client base.
• Provide software training to Integra clients via remote training sessions.

Desired Experience:

• 3 years of customer service experience is mandatory (customer service experience in an IT and/or banking environment is preferred).
• 3 years of experience with mortgage, consumer, and/or commercial lending through a bank, mortgage lender, or credit union is preferred.

Desired Skills, Abilities, and Knowledge:

• Excellent verbal and written communication skills.
• Customer service-oriented focus and mentality.
• Strong work ethic.
• Professional demeanor.
• Ability to multi-task effectively.
• Ability to work effectively with others in a team environment.
• Intermediate to advanced knowledge of mortgage, commercial, and consumer lending practices.
• Desire and ability to learn software programs.
• Ability to efficiently and effectively troubleshoot and problem solve software issues.
• Intermediate knowledge of Windows Operating Systems and SQL Server.

Desired Results:

• Ensure clear ownership of problem determination and intent to provide resolution to clients.
• Ensure completeness of problem understanding and impact analysis, review cause and provide recommended resolution, expected resolution, and possible workarounds.
• Continually self-educate in lending practices and technical skills for increased client satisfaction.
• Meet the goals set in the “Support Response Matrix” and “Issue Priority” sections of the attached Service Level Guidelines document.
• Strive to achieve 100% client satisfaction of application support department.

Accountability Standards:

• Performance will be measured against client survey feedback, management observation, and support ticket review.
• Monthly 1-on-1 meetings with VP of Client Services.
• Annual Reviews with VP of Client Services.

Founded, built, and supported 100% in the USA, Integra Loan Tech has been changing the landscape of lending technology since 1996. Starting with a philosophy of 'Best-in-Class Technology' backed with exceptional service, Integra has been a staple in the FinTech Industry for 30 years. Integra recently expanded to provide mortgage, consumer, and commercial loan technology for our financial institution customers in a single platform. EPIC is ideal for any lender seeking a 100% completely browser-based environment. Lending Technology is our sole focus partnering with banks, credit unions, and mortgage companies. Our Best-in-Class Service and Innovative Technology defines our culture and is something our team takes pride in. Integra’s LOS software offers a wide range of features that help to streamline the lending process like never before. The Integra team has worked to create a product that covers Mortgage, Consumer, and Commercial lending all in one. Having a brilliant, easy-to-use, and easy-to-implement product is not our only company value. We have worked to create close & communicative relationships with each of our clients through our Client Advocate Program. Integra truly views each of our clients as part of our community and we are excited to welcome you today!

Company Description

Founded, built, and supported 100% in the USA, Integra Loan Tech has been changing the landscape of lending technology since 1996. Starting with a philosophy of 'Best-in-Class Technology' backed with exceptional service, Integra has been a staple in the FinTech Industry for 30 years. Integra recently expanded to provide mortgage, consumer, and commercial loan technology for our financial institution customers in a single platform. EPIC is ideal for any lender seeking a 100% completely browser-based environment. Lending Technology is our sole focus partnering with banks, credit unions, and mortgage companies. Our Best-in-Class Service and Innovative Technology defines our culture and is something our team takes pride in. Integra’s LOS software offers a wide range of features that help to streamline the lending process like never before. The Integra team has worked to create a product that covers Mortgage, Consumer, and Commercial lending all in one. Having a brilliant, easy-to-use, and easy-to-implement product is not our only company value. We have worked to create close & communicative relationships with each of our clients through our Client Advocate Program. Integra truly views each of our clients as part of our community and we are excited to welcome you today!