Case Support Representative Job in Landenberg 19350, Pennsylvania US

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Case Support Representative

Position Summary:
PCLender LOS Software is a loan origination system developed by PCLender.com, Inc. for the mortgage industry and intended for small to medium sized mortgage bankers, community banks and credit unions.  We are passionate about great customer service and support. The Case Support Representative provides primary call support for incoming cases.  This position reviews and dispositions all incoming cases. 
 
Essential Responsibilities:
Case Management
·         Review CRM Console/Dashboard for new Cases.
·         Ensure case has proper SLA priority and escalate accordingly.
·         Determine if case belongs to the Customer Services, Print Forms, Development or Infrastructure and code in CRM.
·         Gather missing case data from customer and update case record - Including Replication of Issue, Expected Results, and Testing steps
·         Resolve Customer Service cases within SLA parameters.
·         Replicate bugs and note case accordingly.
 
Account Management
·         Primary support for limited number of assigned accounts
·         Hold biweekly/weekly meetings with customer
·         Remain available via IM to customer base during work hours
·         Monitor and facilitate movement on open cases
·         Manage assigned development projects
 
Special Projects
·         Test and document various functionalities prior to release with customer.
·         Other duties as assigned.
 
Required Skills and Qualifications:
·          5 years of Mortgage Banking experience required
·          Previous PCL LOS experience desirable 
·          Previous training or experience in software support, a plus 
·          Self starter with the ability to consistently exceed goals 
·          Detail oriented with superior service skills 
·          Effective listening and communication skills; must be able to understand customer requirements and explain requirements to developers and employees at different levels
·          Strong organization and time management skills
·          Manages customer expectations effectively
·          Continually seeks opportunities to increase customer satisfaction and deepen customer relationships
·          Ability to work a 50 hour work week
·          Solid knowledge of Excel, Word and Outlook.  Able to quickly learn other tools including but not limited to GoToMeeting, CRM - SalesForce.com, time tracking and expense system.
·          Type minimum 50 wpm 
·          Ability to identify potential issues or problems and suggests areas for improvement in internal processes along with possible solutions
·          Manages the process of innovative change
·          Seeks and participates in development opportunities above and beyond training required by us
 
EEO/AA Employer
 
 

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