Mortgage Cadence, a wholly-owned subsidiary of Accenture, has been partnering with mortgage lenders since 1999, offering the industry's only true one-stop shop mortgage technology solutions designed for point-of-sale through post-closing. In a time when efficiency, speed and the customer experience are paramount to the success of lenders, Mortgage Cadence offers the most reliable software and dedicated people, supporting lenders every step of the way. Each of our products has revolutionized the mortgage lending process in some way, changing the way lenders lend and borrowers finance.
As a software company, we think like a start-up, with every employee empowered and encouraged to be visionary. Teamwork and innovation define what we do as we take our customers into the future by providing the last lending solution they will ever need.
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The Customer Support Specialist will focus on managing the customer relationship with regards to platform support managing customer tickets, assisting in providing timely solutions to reported issues, and escalating priority items when necessary. They will make customer satisfaction a top priority and must exhibit exceptional customer service skills in order to effectively support our ELC Customers. They will be expected to work effectively with various internal teams to drive resolution for their assigned customer s issues.
They will accomplish this by focusing on the following main priorities
Manage Support Related Escalations Internally Externally
Understands, follows, and communicates established escalation process
Acts as a liason between internal Mortgage Cadence groups, the Customer and or Vendors in an effort to resolve customer s actionable priorities
Works effectively and efficiently with internal Mortgage Cadence teams including Support, Business Analysts, Product, IT, Data Management, Professional Services, and Customer Success teams.
Customer Ticket Management
Conduct support ticket review calls with ELC Admins on a regular basis weekly or biweekly
Manage client expectations regarding ticket priority
Communicate regularly with customers via email, phone, and Footprints ticketing system
Coordinate troubleshooting working sessions with clients MC teams as needed to help facilitate resolution of customer issues
Facilitate Client Releases
Advise clients on upcoming releases to ensure they are consistently planning for the latest versions of the platform.
Schedule and steer release retrospectives
Work with Deployment team to ensure successful deployments of product releases, scripts, patches, etc.
Build a Successful Client Relationship
Understand and anticipates the needs of assigned clients
Become an advocate for the customer.
Build trust between the Customer and Mortgage Cadence
Respond quickly
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Qualifications
- Minimum of 5 years experience providing direct customer support
- Minimum of 5 years experience residential mortgage experience
- Minimum of 5 years experience LOS platform experience
Preferred Qualifications:
- Relationship Management Experience building, maintaining, and growing customer relationships
- Technical Aptitude Ability to speak to the technical nature of the Platform
- Leadership Strong, proven leadership skills
- Strong Excel knowledge as well as knowledge of various ITILs and CRMs, including BMC Footprints, ServiceNow, or Salesforce
- Excellent communication skills written and oral
As required by theColorado Equal Pay Transparency Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only , the range of starting pay for this role is $62,100 - $104,199 and information on benefits offered is here.
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Locations
AZ - Phoenix,CA - Los Angeles,CA - San Diego,CA - San Francisco,CO - Denver,CT - Hartford,FL - Miami,GA - Atlanta,IL - Chicago,MA - Boston,MI - Detroit,MN - Minneapolis,NC - Charlotte,NC - Raleigh,NJ - Florham Park,NY - New York,OH - Cleveland,OH - Columbus,PA - Philadelphia,PA - Pittsburgh,TX - Austin,TX - Houston,TX - Irving,VA - Arlington,WA - Seattle,WI - Milwaukee