Client Technical Support Representative

This position is responsible for assisting and training our customers on the use of the broker portal and the loan process. This position will act as coordinator between our customers, operations and support of the Account Executives.  This position will assist in building and maintaining strong relationships with brokers to build sales growth.

Job Responsibilities

Assist brokers via online systems through Client Support, Live Chat, Phone, Email, or Teams:

• Manage Zendesk
• Support JMAC Contacts
• Manage logins (create new, reset, batch upload large list of clients on Excel
• Subscribe new LOs to receive rates and marketing distribution
• Walk client through submission process to Encompass loan creation and disclosures
• Intake calls, emails – connect them with appropriate personnel/department
• Assists broker with technical questions related to import, register, disclosures, upload, pre-lock & submit a loan

Assists Client Approval Department:

• Initial set up and continually maintain brokers in Sales Force and Encompass (LOS System)
• Backup for comp plan changes

Continuous Improvement:

• Acts as a liaison between brokers & operations to facilitate the loan process
• High level of problem-solving ability.
• Identify opportunities & issues, proactively acts and follows through on work activities to resolve or capitalize on them.
• Continual policy and procedure knowledge
• Maintain confidentiality of employee & company information

Special Instructions

• Does not contact or have any kind of communication with borrower(s) directly or indirectly
• Does not quote rates to brokers (Refer brokers to JMAC Lending website for current rates or Account Executives)
• Does not perform any duties beyond listed items above unless directed by management

Requirements

• High School degree or equivalent
• 2+ years experience mortgage, loan processing environment
• Strong speaking and listening skills
• Ability to perform focused work with close attention to detail
• Display effective interpersonal skills sufficient to build positive, productive and effective professional working relationships
• Excellent oral & written communication skills
• Professional, upbeat & courteous phone skills
• Desire to take personal responsibility to complete tasks & solve problems
• Ability to perform tasks & complete projects with minimal supervision

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation & Holidays)
• Retirement Plan (401k)
• Short Term & Long Term Disability
• Family Leave
• Wellness Resources

JMAC Lending, Inc. is an Equal Employment Employer. We are committed to workforce diversity. Qualified applicants will receive consideration without regards to age, race, religion, sex, sexual orientation, gender identity or national origin.

DISCLAIMER: JMAC Lending is an evolving company. As such this job description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.