T he Division :
Mortgage Builder is focused on delivering an optimal lending experience. End-to-end Lending Solutions from Mortgage Builder manage the complete lending cycle from loan origination through servicing.
Mortgage Builder supports a diverse array of loan products with our comprehensive loan origination system and single-platform loan servicing solution with integrated default capabilities.
Mortgage Builder solutions are available as hosted services and offer a wide array of outsourced services. Our combination of lending services and comprehensive technology addresses virtually every part of the loan process for mortgage lenders and banks.
The Position :
As a Client Support Specialist you will ensure a positive client experience through high quality service and communication thereby attaining client retention.
Coming to Mortgage Builder gives you the opportunity to work with a small team focused on developing high level quality of services using the latest technologies where your individual contributions will have a large impact.
We are looking for individuals who move fast, can break down and solve complex problems, and have a strong will to get things done.
The successful hire will work from our Lahore Contour Office.
Respond to and resolve co mplex client issues through incident recognition, research and isolation, resolution, escalation and follow up.
Research and resolve each client interaction to their utmost satisfaction.
Resolve incidents and fulfill requests through Tier 1 support.
Determine and record inbound requests and ensure customer issues bear proper notation.
Capture client information and problem-solving process such as decisions made, actions involved and final resolution.
Update on status and completion in service management system and users through all means of communications.
Offer on call support outside business hours.
Coordinate with product development department to enhance current design and determine design problems.
Engage in continuous performance evaluation and training projects.
Establish Client Support Center's positive image by interacting with team members, vendors and clients.
Basic Qualifications :
3-5 years of mortgage industry experience required
1-3 years prior Client Support experience working in the mortgage or finance industry
Excellent verbal and written communication skills
Strong time management skills
Must demonstrate ability to meet tight timelines
Provide regular updates to clients on the progress of service-related tickets that directly affect them.
Ability work in a team environment and interact with multiple departments (i.e. Application Support, Development, Quality Assurance, etc.
to support client needs
Rationalize between a defect and feature enhancement to ensure the right expectations are being set with the client from the start.
Preferred Qualifications :
Bachelor's degree or Mortgage related certifications
Familiarity with the regulatory climate tied to the mortgage industry
Understanding of Auto Loans and Financial Systems is a plus
Prior experience using Salesforce Desk.Com or Support Cloud
Prior knowledge of the Mortgage Builder suite of products
Work Shift :
4 Days in a week work shift (Weekend Included)
Weekend shift from 8 : 30 AM EST till 10 PM EST (6 : 30 PM to 8 AM Pakistan Standard time)
Exciting Benefits we offer :
Medical Coverage Self & Dependents
Parents Medical Coverage
Employee Performance-based bonuses
Home Internet Subsidy
Profit Sharing Plan Tenured Employees Only
Child Care Facility
Company Provided Lunch / Dinner
Professional Development Budget
Recreational area for in-house games
Sporadic On-shore training opportunities
Friendly work environment