Position Description:

Summary:
The Business Support Specialist I will work with our Business and Support teams in supporting all Freedom business channels. Will reside in the Enterprise IT Service Desk and will be responsible for working cross-functionally with both the Business and IT groups to fully define and execute the required efforts needed to exceed customer and management expectations. Will be the subject matter expert for the associated business line as first point of contact. Prioritize initiatives and help articulate and drive scalability for our core systems in assigned channel is a critical component to this position. Focus on working with our core platform teams and providing further insight and trending for management to see where training or other focus is needed.

This position is 100% remote!
Candidate will be required to work 11am - 8pm EST

Essential Job Functions may include:

• Analyzes issues quickly and efficiently to come to the root of a problem and resolve incidents and requests in a Service Desk environment
• Supports all business-related systems including, but not limited to, Lakewood, Wholesale Sales Portal, eLynx, FraudGuard, EDMS
• Own the customer experience and work to exceed their expectations.
• Proactively look for solutions to problems and propose improvements if something could work better
• Develop knowledge of all systems listed in both data functions and company policies and procedures
• Record Associate calls and emails into FootPrints Tracking System
• Collaborate with other IT and / or Business Associates to resolve issues and document resolutions to instill process improvements throughout the Company.
• Ability to work at a high level of independence, utilizing other resources with good judgment.
• Acquire and maintain expert knowledge of Freedom’s applications, to a level that will allow them to demonstrate solutions confidently.

Other Related Duties:
Performs other related duties as assigned.

Supervisory Responsibilities:
This position has no supervisory responsibilities.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Must possess superior project management and communications skills, and demonstrates the ability to diplomatically influence and effectively manage key relationships and challenging situations under pressure.
• Strong analytical skills and aptitude for problem solving
• High level of accuracy
• Strong verbal, written, and interpersonal skills
• Ability to work independently
• Excellent time management and organization skills
• Must have strong customer service skills and a team-oriented mentality with a natural ability to fit into our dynamic culture.
• Must also have advanced Business knowledge, combined with the ability to clearly communicate with the Associate and Management.

Education and/or Experience:

• High School Diploma or Equivalent; BA Preferred
• 2+ years residential mortgage experience
• 1-3 years analytical/support experience
• Experience with web-based products and services a plus

Language Skills:
Ability to read words and to recognize similarities and differences between words and between series of numbers. Ability to comprehend and write simple instructions, correspondence, and memos. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills:
Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.

Reasoning Ability:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Personal/Organizational Contacts:
Some contact with others; including general public. Purpose of contacts is to provide explanation or interpretation of information. May handle confidential information and some complex matters.

Customer Service Relationships:
Requires moderate interpersonal and communication skills to ensure that customer requests or needs are met. Acknowledges and clarifies customer inquiries, requests, or complaints to ensure that needs are identified, documented and addressed.

Work Complexity:
Tasks are multiple and diverse with some interrelationship across processes. Work requires the direct application of a variety of procedures, policies and/or precedents.

Independent Judgement/Problem Solving:
Performs tasks and duties under general supervision, using established procedures and innovation. Chooses from limited alternatives to resolve problems. Occasional independent judgment is required to complete work assignments. Often makes recommendations to work procedures, policies and practices. Refers unusual problems to supervisor.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Employer’s Rights:
This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks and functions listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

Americans with Disabilities Act:
Applicants as well as employees who are or become disabled must be able to perform the essential job functions either unaided or with reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.


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