AUS Support Analyst

at  United Wholesale Mortgage

:
The AUS Support Analyst is to work directly with internal/external clients to identify, diagnose, and resolve both business and technical problems with automated underwriting/DU and LP issues.

MUST HAVE QUALIFICATIONS:

• High School Diploma
• 1-3 Years in client service role
• Identifying and understanding the Client’s issue and needs in order to quickly escalate them over to the appropriate team to finalize the solution for the Client.
• Responsible for identifying and escalating each Client issue within the prescribed timeframe from when you receive it.
• The ability to clarify the Client’s issue and track appropriately within our in-house systems.
• Strong ability to simplify Client issues and provide feedback to the appropriate team leaders affected by the issue at hand, in order to improve our client service and processes.

NICE TO HAVE QUALIFICATIONS:

• Mortgage and/or Financial Services industry experience

• Troubleshoot Mortgage Software issues with web based and client based Loan Origination Systems
• Work and resolve all AUS tickets as they come into the system
• Resolving said issues received via Ticket system and Client Requests
• Effectively communicate with all levels of internal/external clients
• Work closely with team members as well as independently
• Sense of urgency must be demonstrated at all times
• Logging all client interactions in a ticket tracking system
• Escalate issues that cannot be resolved at a first level while remaining the point person until the resolution of the issue
• Continue learning new technologies and mortgage processes
• Document reoccurring processes
• Effectively communicating back to clients and to appropriate internal teams
• Provide support on a rotating schedule depending on team needs
• Client Coordination point for IT initiatives
• Focus on proactive and informative communication