System Support Analyst I

4 weeks ago

Coppell, United States Shellpoint Mortgage Servicing Full time
Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.

We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.

Primary Function

The main focus of this position is to provide direct client support by telephone and in person. Works closely with Level 2 support when required.

Principal Duties

  • First point of contact for client assistance. Resolves nearly all Level 1 problems by applying standard procedures, including ensuring compliance with applicable regulations (45%)
  • Receives and processes work requests that may involve multiple steps, following established procedures (25%)
  • Escalates incidents/service requests, as appropriate (25%)
  • Documents problems and resolutions and creates documents for knowledge transfer (5%)
  • Works directly with clients to probe and ask effective questions to fully diagnose both the root cause of a problem and the client's comfort level with technology.
  • Chooses effectively from among many different procedures or approaches in order to implement a solution
  • Courteous and tactful at all times with clients and IT colleagues.
  • Probes effectively to determine the actual nature or underlying cause of a user problem.
  • Has a strong client service orientation.
  • Diffuses problem situations effectively. Is always seen by clients as professional and helpful.
  • Operates effectively as part of a larger team, and manages own work
  • Receives general direction, work in progress is monitored routinely.
  • Selects appropriate work procedures or approaches to address and/or escalate problems
Education and Experience Requirements
  • BA/BS degree or equivalent preferred
  • 0-1 years of relevant experience in a technical helpdesk or provisioning role;
  • Experience in the mortgage industry
Knowledge, Skill and Ability Requirements
  • Possesses working knowledge of standard hardware and software and is able to address most issues by following established procedures.
  • Builds expertise in standard hardware and software and the ability to resolve client issues.
  • Gaining an understanding of company-specific applications and technologies.
  • Handles all routine, and some non-routine, inquiries and problems independently.
  • Has a basic understanding of New Penn Financial's services and basic business processes, and the ability to prioritize the criticality of a user area or application requiring support.
  • Understands the IT organization and where to escalate client or operational problems.
  • Developing broad knowledge of the technology support industry.
  • Gaining an understanding of relevant regulations as they relate to work of the area.


Company Perks:
•15 Paid Time Off (PTO) days and 18 after 1st anniversary
•9 Paid Holidays
•Casual Workplace
•Employee Engagement Activities

Company Benefits:
•Medical (including Health Savings Account & Flexible Savings Account)
•Dental - RX - Vision - Life, Disability Insurance - 401(k) Plan with company match - Employee Assistance Plan

•Performance-based Incentives
•Pet Insurance

•Advancement Opportunities

Newrez NOW:

•Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more
•1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
•Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee

•Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions

Equal Employment Opportunity
We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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