Jr. Digital Adoption Consultant

CrossCountry Mortgage (CCM) is a top-5 retail mortgage lender with more than 8,000 employees operating 600 branches across all 50 states. We have been recognized nine times on Inc. 5000’s Fastest-Growing Private Companies list and have received countless awards for our standout culture. Through our dedication to getting it done, we make every mortgage feel like a win.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K with an employer match. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview

The Junior Digital Adoption Consultant is responsible for understanding the WalkMe platform and how to capitalize on its features to maximize time-savings and efficiency across systems and users. Excellent technical and communication skills will be leveraged to interface directly with our customer.

Job Responsibilities

• Build WalkMe solutions utilizing current standard operating procedures of key business processes at CCM
• Support the user base by providing timely and accurate responses to support tickets
• Stay up to date on all new WalkMe releases, enhancements and integrations
• Gain a solid understanding of CCM’s business processes
• Learn CCM IT platform environment
• Partner with WalkMe support to configure new and existing systems to allow for new features, tracking, accessibility and other custom developments
• Receive conditional approval of WalkMe content from subject matter experts and prepare Digital Adoption Leader for Demo to the business sponsor and executive leadership
• Ensure WalkMe content quality by applying best practices to select elements using declarative and programming tools on platform
• Create thorough notes and descriptions within WalkMe Editor on all necessary features, such as steps, engagements and rules to provide WalkMe builders details around why the solution has been built this way.
• Perform quality assurance testing after published content is published in the test and/or production platforms
• Ensure project management system is updated for all projects, deliverables, sub-task, change requests, and bugs by logging hours, updating data fields and creating attached notes/files when appropriate
• Partner with WalkMe support to resolve any user and event tracking problems seen on WalkMe Insights
• Learn and Build insights through features like tracked events, funnels and features to provide user adoption metrics and user behavior learning
• Complete and attend to WalkMe service tickets through the service console
• Maintain CCM standard response rates to outstanding issues.

Qualifications and Skills

• High school diploma or equivalent
• Programming boot camp or coding experience preferred
• Experience applying and managing chatbots a plus
• Experience working with WalkMe or a similar platform preferred
• Exceptional communication skills with both technical and non-technical team members
• Moderately complex analytical and problem-solving skills with strong attention to detail
• Ability to work independently as well as part of a team on multiple tasks at one time
• Willingness to learn new skills on a new platform within the company
• Strong attention to detail is required
• Must have ability to prioritize and complete multiple tasks within any given timeframe
• Excellent verbal and written communication skills

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

CrossCountry Mortgage, LLC offers MORE than a job, we offer a career. Apply now to begin your path to success! https://crosscountrymortgage.com/about-us/careers/apply/

CrossCountry Mortgage, LLC. (NMLS3029) is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to race, religion, creed, color, orientation, gender, age, national origin, veteran status, disability status, marital status, sexual orientation, gender identity, or gender expression, or any other protected status in accordance with all applicable federal, state and local laws. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation. The Company is committed to fostering, cultivating and preserving a culture that welcomes diversity and inclusion. Employment is contingent upon successful completion of a background investigation. CrossCountry Mortgage, LLC. is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit www.NMLSConsumerAccess.org.