Compliance Service Agent Ellie Mae
THIS JOB HAS EXPIRED Description
Summary of Responsibilities
The Compliance Service Client Care Agent provides quality assistance to clients with mortgage industry specific needs utilizing Ellie Mae?s compliance service. They provide prompt, reliable and efficient diagnosis and resolution to meet customer?s needs resulting in improved customer retention.
Answer loan exception related questions (i.e. why a loan is failing/not failing) and assist clients in best practices for entering data into the compliance system.
Occasionally hold training sessions for clients. This requires a cursory understanding of mortgage loans.
Answer system related questions (e.g. how to perform tasks like uploading xml files or installing security certificates).
Communicate compliance rule and functionality changes to clients.
Help the IT department identify and diagnose system related issues
This may require a basic understanding of networking concepts (i.e. firewalls, IP addresses, proxy servers, etc).
Set up and maintain user accounts for customers and Mavent employees. Maintain contact lists for each client along with each user?s authority level.
Create external reports and data extracts (i.e. loan count reports, loan detail reports, user lists, etc).
Create reports (impact analysis, transaction counts and review times, etc)
Create/maintain automated reporting tools (Client Transaction Count, Prospect Transaction Count, User Report, etc) and maintain support databases as needed.
Document details of all customer contacts (product issues, how to questions, enhancement requests) in CRM system.
Work in team environment to successfully meet service level agreements to Ellie Mae clients.
Qualifications, Experience & Skills
Three or more years mortgage underwriting, secondary marketing, servicing, or post closing and shipping experience
Experience using desktop loan origination software packages (i.e. Encompass360, Genesis, Contour, Calyx or other is required)
Excellent customer service skills
Prior work experience in a call center ? heavy phone and/or chat volume servicing type role is preferred.
Demonstrated ability to portray confidence in your ability to resolve issues.
Professional written and oral communication skills to relate to business and technical users.
Able to translate technical instructions or concepts into non-technical easy to understand terms.
Team-oriented, demonstrates a professional and cooperative attitude.
Exhibits flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed.
Experience with the Microsoft Word, Excel, PowerPoint, Access, Visual Basic, and SQL.
Recognizes problems and responds; seeks input from others; addresses root cause of issues; makes timely decisions and communicates decisions to others.
Effectively manage to meet the demand of a large number of client inquiries at the same time; plan own time and schedule.
Communicates well both verbally and in writing; shares information and ideas with others; has good listening skills.
Analytical and innovative.
Drive for results, eager to learn and show work commitment.
Act with integrity; demonstrate adaptability.
||Pleasanton, CA |
THIS JOB HAS EXPIRED