Business Channel Support Manager

Description

Seeking a highly motivated individual to lead and manage the Business Channel Support team supporting our Core Platform within each supported Channel areas. This position will reside in the Enterprise IT Business Service Desk; and, will be responsible for working cross-functionally with both the Business and IT groups to fully define and execute the required efforts needed to exceed customer and management expectations.  This position will be responsible for prioritizing initiatives, help with organizing testers for coding changes before being deployed into Production.  This position is focused on working with our core platform team members and providing further insight and trending for management to see where training or other focus is needed. 

The ideal candidate is someone with strong customer service skills, a team-oriented mentality with a natural ability to fit into our dynamic culture.  Advanced Business knowledge combined with the ability to clearly communicate with the our Associates and Management required.

KEY RESPONSIBITIES:

• Oversees and monitors all escalated support to analysts and any support that goes to Level II or III teams.
• Maintains and tracks all support transitions for all projects
• The ideal candidate possesses superior Mortgage Processing knowledge, communications skills, and demonstrates the ability to diplomatically influence and effectively manage key relationships and challenging situations under pressure.
• Responsible for Managing the Call Center Business Channel Support Team. Using your knowledge of internal products or services, as well as, great customer services skills, address issues, provide support and offer information to keep customers satisfied and retain business while providing proper updates.
• Be the subject matter expert for required applications and systems, serving as a proxy to/from the customer through the broader Service and Support team to Business organizations.  Coordinates required activities, including testing, provides coaching and training opportunities to the Business Team with the intent to improve the overall Customer experience.
• Help to educate and empower our Associates to better understand our Company’s Core Systems.  Ensure proper delivery of service solutions.  Identify, need for and assist with, creation of required training as found in trending reports.
• Proactively look for solutions to problems and propose improvements.  Reducing number of calls / tickets to the Business Service Desk.
• Performs other duties as assigned.

Experience/Knowledge:

• Bachelor’s degree in Business Management or related field of study
• Deep functional and technical knowledge of ITSM ticketing system tool
• 6+ years residential mortgage experience
• 3 - 5 years analytical/support experience
• Experience with web-based products and services a plus

  Skills:

• Strong analytical skills and aptitude for problem solving.
• High level of accuracy.
• Strong verbal, written, and interpersonal skills.
• Ability to work independently.
• Excellent time management and organization skills.
• Previous experience as a proven ability to grasp technical and Mortgage concepts.
• High degree of business acumen, staying up to date on Business changes to remain as Subject Matter Expert within Core Platform.
• Be comfortable balancing time between tactical day to day product management and support activities; and, longer term roadmap planning for enhancements with IT.
• Strong results-orientation combined with excellent judgment and problem-solving skills; track record of product success.
• Excellent verbal and written communication skills and presentation skills; comfortable presenting to all levels of management.
• Experience working in short, fast-paced cycles to deliver results quickly.
• Expertise communicating progress at each phase of support as appropriate. 
• 3-5 years of Mortgage Processing support, preferably working in a fast-paced, growing environment