Remote
Who We Are:
Cardinal Financial is a nationwide direct mortgage lender that focuses on creating solutions for our borrowers, partners, and employees—to provide the very best experience. We are genuine and hard-working individuals who are not scared to improve and intentionally push beyond what is considered “good enough.”
Looking to join a company that values its people, innovates, and expands on its proprietary technology? Apply below!
Who We Need:
The Support Specialist I is responsible for creating a world-class experience and plays a key role in ensuring the highest level of support is provided to both internal and external customers. This position takes ownership of client issues and works to resolve all within outlined SLAs and customer service quality requirements. This role researches, diagnoses, troubleshoots, and identifies solutions to resolve system, process, or experience issues for all internal and external customers. This role is primarily administrative but requires an understanding of specific systems within Cardinal Financial, including, but not limited to, Octane, Comergence, Mercury, Asana, and more.
What You Will Do:
- Navigate email and chat applications to provide support and answer simple, and commonly asked questions.
- Provides solutions to internal support tickets/requests such as appraisal disputes, credit expert, rapid re-scores, running GUS, etc.
- Assist with borrower dashboard access, password reset, eSigning, intent to proceed, and appraisal payment.
- Review and explain borrower documents with external customers such as Loan Estimates, Closing Disclosures, Change Summary updates, etc.
- Research, diagnose, troubleshoot and identify solutions to resolve higher complexity issues and/or processes for all internal and external customers.
- Contact clients directly via phone and/or provide clear, written instructions for more complex problems that require a more nuanced instruction. Log a description of the incident or issue for resolutions team review via task management platform (Asana).
- Escalate unresolved issues to the appropriate internal teams adhering to to standard protocol and procedures.
- Provide assistance and care to all employees, including higher level leadership, in all areas and channels of the enterprise.
- Guide customers through technical issues virtually.
- Research, diagnose, troubleshoot, and identify solutions to resolve system issues.
- Act as Cardinal representative on behalf of the organization to internal and external customers.
- Diagnose, troubleshoot, and identify solutions for account setup, network configuration, and software/hardware issues.
- Probe customers with targeted questions to fully understand the root of the problem.
- Provide accurate tech solutions adhering to internal knowledge database and/or external resources.
- Analyze customer issues, develop necessary action plan, and execute steps to provide appropriate support and resolution of issues.
- Ensure daily, weekly and monthly follow-up, task completion, and customer satisfaction requirements and internal SLAs are met.
- May review and educate Brokers account change request process..
- May assist customers in various capacities throughout the mortgage onboarding process as needed.
- May provide solutions for requests for various software credentials and role updates as well as onboarding functions (i.e. Lender Compensation Changes, credit vendor maintenance, etc.).
- May assist with broker / Employee activation process access, password reset and understanding of General Client Management duties.
- Utilize Mercury Admin to create and maintain appraisal ordering credentials as applicable (Wholesale Only).
What You Need:
- High school diploma or GED.
- 2-3 Years experience working in front-facing customer service based roles.
- 1-2+ Years of Mortgage Experience.
- 6+ months experience or equivalent demonstrated understanding of Octane platform navigation.
- 6+ months experience with remote desktop applications and help desk software (eg. Zendesk or Freshdesk).
- 6 months of working knowledge of Mortgage terms, verbiage, and documents as well as end-to-end loan process and the ordering and processing of all 3rd party documentation.
- Broad knowledge of at least one functional Support category (i.e. Closing, Appraisal Desk, Transaction Management, etc).
- Basic understanding of Licensing, Configuration, and Broker On-Boarding (Wholesale Only).
- Intermediate knowledge of Microsoft Suite, specifically Word and Excel.
- Highly detailed and organized with the ability to multi-task and work in a very fast paced environment.
- Excellent telephone, communication (oral and written), interpersonal and organizational skills.
- Excellent problem-solving and critical thinking skills with the ability to provide step-by-step basic and technical help.
- Confident with a positive attitude and positive intent.
- Demonstrated ability to exercise discretion on sensitive or confidential matters.
- Ability to multitask, prioritize, and manage large volume of tasks while providing exceptional customer service, meeting deadlines, and quality standards.
- Ability to build and maintain excellent working relationships with all members of the Cardinal Financial Team.
What We Offer:
- Strength, Stability, and Vision
- Great compensation package
- Opportunity for career growth
- A commitment to be a relevant market leader - we are aiming for the top!
- Octane, our engineered proprietary technology that is transforming the mortgage industry
- An empowered culture where your ideas are important and your voice matters
- Full Benefits, beginning the first day of the month following your start date, including – Medical, Dental, Vision, Life, Disability Insurance, and much more
- Generous paid time off package that also includes all major holidays
- 401K w/ 50% match - Beginning the 1st of the month following 30 days of employment
Cardinal Financial is an Equal Opportunity Employer. We respect and aim to empower individuals and support the diverse cultures, perspectives, skills and experiences within our workforce. California residents click here to review Cardinal's California Employee Privacy Policy & Notice at Collection. The expected base salary for this position ranges from forty two thousand dollars to sixty five thousand dollars, determined based on the applicant's experience, skillset, education, training, certificates, and licenses.
