Cardinal Bank · 1 month ago
Support Specialist I | Remote (PST/MST)
United States
Full-time
Remote
Entry Level
$42K/yr - $65K/yr
2+ years expCardinal Financial is a nationwide direct mortgage lender focused on creating solutions for borrowers, partners, and employees. The Support Specialist I role is responsible for providing exceptional customer support, troubleshooting issues, and ensuring a high level of service for both internal and external customers.
FinanceFinancial Services
Responsibilities
Navigate email and chat applications to provide support and answer simple, and commonly asked questions
Provides solutions to internal support tickets/requests such as appraisal disputes, credit expert, rapid re-scores, running GUS, etc
Assist with borrower dashboard access, password reset, eSigning, intent to proceed, and appraisal payment
Review and explain borrower documents with external customers such as Loan Estimates, Closing Disclosures, Change Summary updates, etc
Research, diagnose, troubleshoot and identify solutions to resolve higher complexity issues and/or processes for all internal and external customers
Contact clients directly via phone and/or provide clear, written instructions for more complex problems that require a more nuanced instruction. Log a description of the incident or issue for resolutions team review via task management platform (Asana)
Escalate unresolved issues to the appropriate internal teams adhering to to standard protocol and procedures
Provide assistance and care to all employees, including higher level leadership, in all areas and channels of the enterprise
Guide customers through technical issues virtually
Research, diagnose, troubleshoot, and identify solutions to resolve system issues
Act as Cardinal representative on behalf of the organization to internal and external customers
Diagnose, troubleshoot, and identify solutions for account setup, network configuration, and software/hardware issues
Probe customers with targeted questions to fully understand the root of the problem
Provide accurate tech solutions adhering to internal knowledge database and/or external resources
Analyze customer issues, develop necessary action plan, and execute steps to provide appropriate support and resolution of issues
Ensure daily, weekly and monthly follow-up, task completion, and customer satisfaction requirements and internal SLAs are met
May review and educate Brokers account change request process
May assist customers in various capacities throughout the mortgage onboarding process as needed
May provide solutions for requests for various software credentials and role updates as well as onboarding functions (i.e. Lender Compensation Changes, credit vendor maintenance, etc.)
May assist with broker / Employee activation process access, password reset and understanding of General Client Management duties
Utilize Mercury Admin to create and maintain appraisal ordering credentials as applicable (Wholesale Only)
Qualification
Required
High school diploma or GED
2-3 Years experience working in front-facing customer service based roles
1-2+ Years of Mortgage Experience
6+ months experience or equivalent demonstrated understanding of Octane platform navigation
6+ months experience with remote desktop applications and help desk software (eg. Zendesk or Freshdesk)
6 months of working knowledge of Mortgage terms, verbiage, and documents as well as end-to-end loan process and the ordering and processing of all 3rd party documentation
Broad knowledge of at least one functional Support category (i.e. Closing, Appraisal Desk, Transaction Management, etc)
Basic understanding of Licensing, Configuration, and Broker On-Boarding (Wholesale Only)
Intermediate knowledge of Microsoft Suite, specifically Word and Excel
Highly detailed and organized with the ability to multi-task and work in a very fast paced environment
Excellent telephone, communication (oral and written), interpersonal and organizational skills
Excellent problem-solving and critical thinking skills with the ability to provide step-by-step basic and technical help
Confident with a positive attitude and positive intent
Demonstrated ability to exercise discretion on sensitive or confidential matters
Ability to multitask, prioritize, and manage large volume of tasks while providing exceptional customer service, meeting deadlines, and quality standards
Ability to build and maintain excellent working relationships with all members of the Cardinal Financial Team
Benefits
Full Benefits, beginning the first day of the month following your start date, including – Medical, Dental, Vision, Life, Disability Insurance, and much more
Generous paid time off package that also includes all major holidays
401K w/ 50% match - Beginning the 1st of the month following 30 days of employment
Company
Cardinal Bank
Cardinal Bank, headquartered in Tysons Corner, Virginia, is a wholly-owned subsidiary of Cardinal Financial Corporation, one of the largest financial holding companies based in Virginia.
201-500 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2016-08-18Acquired
1998-07-17IPO
Company data provided by crunchbase