Client Support Specialist

Plaza Home Mortgage, Inc. is a privately owned, full-service national lender offering various mortgage services. The Client Support Specialist will assist clients and internal teams with loan submissions using online portals, provide training, and support clients with questions regarding the systems.

Responsibilities

• Provide phone and email support to Plaza’s Wholesale & Correspondent Clients, including Loan Officers and Processors, as well as, to Plaza’s Account Executives on all BREEZE/LINQ related questions
• Assist users with running Desktop Underwriter (DU) or Loan Product Advisor (LPA)
• Aid clients with running credit within BREEZE/LINQ or in conjunction with running DU or LPA
• Provide guidance to clients in uploading documents to BREEEZ/LINQ, when necessary
• Give assistance to Plaza Account Executives and Clients set-up new users, upon request
• Provide training to Clients on BREEZE and LINQ
• Utilize screen sharing tools, such as; Teams and Goto Meeting
• Comfortable using ticketing systems such as Service Now and Task Watch
• Triage Client Support tickets
• Be a critical thinker and adept in problem solving
• Comfortable with technology
• Nimble Learning and a sense of curiosity seeking knowledge through experimentation and problem solving
• Must be able to handle multiple tasks and manage workload independently
• Ability to work as a team player by supporting department and company goals
• This position also provides support to other departments on an as-needed basis
• Other duties as assigned

Skills

• An understanding of the complete loan cycle from origination through funding along with working knowledge of web-based applications and loan origination systems is required
• The ability to read and interpret underwriting guidelines is required
• Excellent communication skills, both verbal and written; excellent research and organizational skills; ability to maintain confidentiality; and proficiency using computer systems and software applications including MS Office (Word, Excel, and Outlook)
• Prior mortgage industry experience
• High school diploma or GED equivalent, college degree preferred
• College degree preferred

Benefits

• Medical/dental/vision
• Paid time off and holidays
• 401(k)
• Life and pet insurance
• Employee friends and family loan
• Employee assistance program that includes a variety of discounted services

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