Mortgage Service Desk Agent – Randstad Professionals (Tampa)

Randstad Professionals, in partnership with a Banking and Financial Services leader in Tampa, FL, is hiring a Mortgage Service Desk Agent to join their team. If interested in discussing this opportunity, reply today!

Industry: Banking/Mortgage

Position: Mortgage Service Desk Agent

Location: Tampa, FL

Pay: $18-$20/hr

Employment Type: Contractor – Long term (Contract to Hire potential)

Description:

Service Desk Agent for CCB Service Desk

As a Mortgage Service Desk Agent you will:

-Provides remote and on-site support to user base, including clients, customers and partners.

-Take support calls and log issues into problem management system (e.g. Resolve, Remedy, TrackIt).

-Diagnoses basic hardware and software problems by phone or email. Responds to customer inquiries and answers customer’s basic questions. Assists clients via research and problem solving. Refers more complex questions to appropriate subject matter expert.

-Must have some type of prior experience with Mortgage Loan Application packages such as PACS, Loansoft, ZIPPY, CLOSR, HOMES, ION, SBB, TMO and any experience with underwriting and mortgage terminology and processes

-Position is located at the Support Center in Tampa. Following skills are a plus: Lotus Notes Call Center Experience Windows NT MS Office Windows

-Train and assist Loan Officer/Assistant and Processors on the client base origination system

-Analyze all application errors that may occur with the origination system

-Provide technical support and Trouble shoot structuring of loan files

-Review rate lock and point objectives for accuracy

-Prepare and negotiate loan initiatives.

-Credit Analysis

-Familiarity with Banking guideline FNMA/Freddie MAC

-Confirm Loans RESPA Compliant and Audits

Responsibilities (may be some standardization based on job family)

Required Qualifications: Competencies, Skills and Experience:
• 24/7 Customer Support and Service Delivery Model
• Business Applications Knowledge
• Operations Systems and Data Source Knowledge

Hours of Work/Shift Timings

We have a global presence, candidates should be flexible in their ability to work during any shift or days. The “primary” shift is during the hours that other company businesses’ having Global Operations M-F, 8AM – 5PM US time zone.

Shift flexibility is required to respond to the team and business schedule changes including nights and weekends.