Job Details
**Job Title**
Client Support Specialist**Job Purpose**
* Support Fiservs Mortgage Technology customers by quickly resolving Client Support requests in a timely manner to ensure all of the Business Units objectives and SLAs are met.
* Build solid relationships as well as the trust of our #1 asset, our clients.
* Directly influence the success of our clients as well as the success of our product.
**As a Client Support Specialist you can look forward to:**
* Leading account management of up to 25 clients.
* Providing support for Mortgage Directors enterprise - Loan Origination Software and responds to software support inquiries.
* Troubleshooting software issues observed by Clients, providing guidance on configuration and customization of the software, duplicating and documenting software defects, reviewing and interpreting error logs, assisting field employees, and contributing to project implementation tasks when assigned.
* Working closely with other team members and also interacts with the development and QA teams.
* Conducting regular meetings with all clients and reports, researches and documents reported cases/issues to resolution.
* Coordinating resolution efforts between other departments and escalation points.
* Providing Weekly Case Summary Report and meeting agenda prior to account meetings.
* Documenting Business Requirements (BRD) for assigned cases.
* Completing regular maintenance review of outstanding team cases and seek resolution
* Completing BRD and PRD requirements for Development defects as determined by level of expertise
* Drafting and supporting departmental processes to increase the overall performance and efficiency of the Support Department
* Assisting with managing Professional Services requests by properly documenting Client request, facilitating estimates and coordinating delivery
* Managing accounts of up to (25) Bank, Credit Unions or Mortgage Company Clients
* Maintaining/develop ing strong relationships with Customers to understand new/additional Mortgage Director services that can be offered
* Responding and resolving Client Support requests in a timely manner and ensure all Mortgage Director SLA objectives are met
* Maintaining acceptable levels of competency with Mortgage Directors product suite and services to ensure understand and practical knowledge of use by Administrators to maximize the effectiveness of Mortgage Directors resources available to them
* Maintaining and demonstrating acceptable levels of competency and understand of the User experience and workflow requirements for all job functions
* Must have working knowledge of outstanding support cases for Clients and ensure that the appropriate resources are utilized for resolutions
* Ensuring cases are properly documented and follow up/through is completed for identified On-Site visit priorities and Client objectives
* Tracking and managing Client communication within Mortgage Directors CRM
* Ensuring Mortgage Directors CRM account and contact records are properly maintained with updated information
* Ensuring all business and technical requirements are properly documented daily within Mortgage Directors CRM tool
* Providing assistance during QA testing phase of major releases. This includes completing Functional Testing on identified cases, as well as Regression Testing using assigned scripts
* Completing Business Requirement Documents (BRD) as needed and/or assigned
* Tracking and managing billable support services provided within Mortgage Directors CRM
* Collaborating with case owner(s) or Mortgage Directors Professional Services contact to document requirements for existing and new Custom development requirements
* Providing continuing training for Client Administrators as it relates to new or updated feature/functionality
* Providing Client training and coaching on properly documenting system defects and/or submitting new requests, accessing the Self-Service Portal, and utilizing the Customer Resource Portal
* Producing activity, opportunity, potential threat reports and other reports as required by Mortgage Director management, resellers and referral channel partners
* Escalating Client issues to Customer Support Manager when SLA and or Client relationships are at risk
* Bachelors Degree in Marketing or Business Management preferred or HS diploma and equivalent experience.
* Minimum 4 or more years experience in mortgage banking and/or LOS software administration
* Excellent analytical skills, excellent verbal, written and interpersonal communication skills as well as excellent negotiation skills. Must possess stellar listening skills
* Ability to interpret Client questions and choose the optimal troubleshooting path; Must be able to understand Client requirements, document in company CRM and explain requirements to developers and employees at different levels
* Good organizational and time management skills; ability to manage multiple tasks. Proven ability to follow through on all assigned tasks or responsibilities
* Training and documentation experience
* Ability to identify root causes of problems, and offer proactive solutions/suggestions
* Ability to work under time constraints and manage multiple tasks concurrently
* Ability to see an issue through to completion
* Previous Mortgage Director/PCLender LOS experience desirable
* Self-starter with the ability to consistently exceed goals
* Detail oriented with superior service skills
* Ability to manage Client expectations effectively
* Proficiency in Word, Excel, PowerPoint, Visio, and Crystal Reports.
* Able to quickly learn other tools including but not limited to Intranet, CRM and online meeting applications
* Physical Requirements: Ability to sit and work at computer for extended periods of time.
* Ability to use computer keyboard and monitor for extended periods of time
**Below are the Immediate Position Objectives for this role:**
30 Day
* Establish LOS proficiency as a user for loan origination, processing, underwriting, closing and shipping positions
* Assist Support Staff with new incoming cases by completing initial assessment, replication & triage work minimum 5 cases per day including LOS & Calculation
* 60 Day
* Establish LOS proficiency with secondary, interim servicing, balancing and reports administration
* Complete review of current Development requests and certify the request is 1) Validate Relevance 2) Documented & Replicated 3) Case structure & setup meets submission guidelines
* Establish proficiency as a User & Administrator for the ApprovedFast/Originate Mortgages Application/Prequal & Borrower Portal in order to independently configure & support existing and new website Clients
* Assist Support Staff with new incoming cases by completing initial assessment, replication & triage work minimum 5 cases per day including Vendor Integrations
* 90 Day
* Establish proficiency for Mortgage Director LOS system administration
* Establish proficiency as a User & Administrator for the Retail & Wholesale Website in order to independently configure & support existing and new website Clients
* Manage routine Client communications regarding upgrade schedule and other Client specific initiatives
* Ensure Mortgage Director keeps our SLA commitments for Critical Work Stoppages by being in the on-call rotation.
Thank you for considering employment with Fiserv. Please:
* Apply using your legal name
* Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
Fiserv is an Equal Employment Opportunity Employer, and it is the Companys policy to make all employment decisions without regard to race, color, religion, creed, age, sex, national origin, veteran status, disability (as long as the individual is able to perform the essential functions of the job with or without reasonable accommodation), and any other characteristic protected by Law.
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