** Business Support Specialist**

**Job Category****:** Technology **Requisition Number****:** BUSIN004432 Showing 1 location **Job Details**

**Description**

The Business Support Specialist (BSS) is responsible for being the initial and ongoing point of contact for all core business applications with a primary objective of supplying outstanding customer service and supporting the adoption of new technologies and processes. In addition, the BSS will collaborate with the functional application delivery and training teams to foster continuous understanding and ensuring they remain experts in all core applications.

**EXPECTATIONS**

* Follows the Company standards for delivery of integrity, client focus, teamwork and respect for each individual in every interaction

* Exhibits observable sense of urgency in the execution of all job functions and duties

* Promotes and displays Finance of Americas core values: Partnership, Service, Empowerment and Excellence

* Provides end user support and coaching for core software applications, including but not limited to; CloudVirga iMP, BytePro, Total Expert, Consumer/Public Website, as well as all surrounding interfacing modules such as Docutech, DocVelocity, Optimal Blue, Credit Agencies, DU/LP, Mortgage Insurance, Closing Corp, Form-Free, Appraisals, etc.

* Fields and responds to support requests through multiple channels, including but not limited to; Phone, Email, Service Desk Portal, and Live Chat

* Assumes regularly scheduled on-call shifts for support of off hours and weekends

* Provides consistent support to end users in a customer first approach, ensuring warm handoffs to cross-functional teams and necessary escalations

* Provides feedback for continuously improvement in end-user satisfaction and resolution time

* Contributes to the creation and maintenance of the business support knowledge base

* Maintains expert knowledge of all core application software responsible for supporting

* Maintains end to end knowledge of the mortgage process (Origination through Servicing)

* Assists in the facilitation of an effective feedback communication channel with the appropriate information technology and/or corporate teams to assist in the prioritization of software bugs and enhancements to platforms

* Performs other duties as assigned

**EDUCATION - REQUIRED**

* BS - Bachelor of Sciences

**EXPERIENCE/SKILLS**

* 3 years experience in business support or customer service

* 5 years experience in a mortgage or financial industry

* Strong written, verbal and listening communications at all levels of the customer, business and IT organizations

* Strong interpersonal skills and must be a team player

* Willingness to take ownership of a presented problem or issue through resolution

* Ability to work a flexible schedule including evenings and weekends as required

* Excellent customer service skills

* Ability to work unsupervised and under own initiative

* Excellent Analytical Problem Solver and end-to-end thinking

* Empathy with users

* Patience and understanding

* Experience of successfully understanding and contributing to achieving key objectives in support of service plans in a service orientated environment

* Experience of working in and maintaining partnerships to deliver an enhanced level of customer service

* Ability to prioritize, multi-task and co-ordinate workloads and work under pressure

* Ability to rapidly adapt and learn new technologies and systems

* Current knowledge of PC's, Windows Operating Systems and MS Office Applications

* Understand and translate how technology changes will impact branch operations

**Additional Information**

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Finance of America is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex (including pregnancy), sexual orientation, religion, creed, age, national origin, physical or mental disability, gender identity and/or expression, marital status, veteran status or other characteristics protected by law.

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