Retail Sales Systems Coordinator

7 days ago

San Diego, California, United States Guild Mortgage Company Full time

About Guild Mortgage Company

Guild Mortgage Company is a mortgage banking firm dedicated to serving the home owner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

Job Summary

The Sales Systems Analyst plays a critical role in the organization by performing a variety of activities related to the company's Retail Sales Division. The role is primarily responsible, under general supervision, for providing system support, user administration and configuration of the various sales systems including but not limited to the Point of Sale, the Loan Officer LOS experience, as well as additional sales systems.

Key Responsibilities

  • Assist in developing configuration settings for custom workflow and reporting on sales systems.
  • Work the Retail Escalations desk ticket queue and ensure proper SLAs on ticket resolution.
  • Test reported defects to validate and confirm system issues and provide feedback to Business Analysts to ensure accurate representation for defect documentation and resolution.
  • Troubleshoot user interface issues and resolve as appropriate.
  • Provide new enhancements for the sales systems to Business Analysts and Business Process Consultants, collect feedback and requested requirements from the field, collaborate with SME to collect guidance for new features, develop test scripts for new enhancements to the system, provide UAT testing, using prescriptive test scripts to ensure a robust testing of any new feature and coordinate communication for new enhancements.
  • Escalate system outage and bugs to sales training and communication teams to ensure the field is notified in a timely manner.
  • Provide feedback to Sales Training team on potential training opportunities and assist in developing training materials.
  • Provide quality control of operational details of Retail Sales platforms.
  • Collect user suggestions through Retail Suggestions desk ticket queue and add validated feedback to product management ideas board for future system enhancement consideration.
  • Validate information captured in sales system and process improvement.
  • Implement effective user acceptance testing strategies to appropriately assess final programming changes for documented defects; work with Business Analysts to identify cross impacts of final programming changes to other areas.
  • Perform other duties, as assigned.

Requirements

  • Bachelor's degree or equivalent in computer, business or related field, along with a minimum of three years' experience in related role(s).
  • At least 3 years of experience in mortgage industry, preferably with origination, with knowledge of loan qualifying criteria and calculations, AUS, fee quoting processes and compliance requirements.
  • Knowledge of software testing procedures, user scenarios, and bug reporting/validation.
  • Good understanding of technical equipment and software packages.
  • Experience with usability and/or training on human computer interactions and workflow best practices, preferred.
  • Independent, self-starter with the demonstrated ability to learn/adapt to new technologies and techniques.
  • Ability to organize and manage multiple priorities simultaneously in a fast-paced, deadline-driven environment.
  • Excellent verbal and communication skills required.
  • Passionate about delivering excellence in customer service within a team environment and work well with geographically dispersed teams.

Supervision

  • Intermittent to low supervision required, depending on experience.
  • Apply sound judgment in execution of core job responsibilities.
  • Travel: 0%

Requirements

Physical: Work is primarily sedentary; mobility in an office setting.

Manual Dexterity: Frequent use of computer keyboard and mouse.

Audio/Visual: Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.

Environmental: Office environment – no substantial exposure to adverse environmental conditions.

Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

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