Client Technical Support, Unit Manager

CLIENT TECHNICAL SUPPORT, UNIT MANAGER Exempt





JOB SCOPE AND DIMENSIONS

  Job Summary



Responsible for monitoring ad prioritizing modification requests for client letters and OCR templates. Assist with managing the implementation of new accounts, products and services, including obtaining programming specifications, writing systems requests, data verification, updating lenders guides and training materials. Assist with departmental project management and prioritization. Manage Client Technical Support staff and their responsibilities. Manage the Quality Control Department staff and their responsibilities.



Reports To:



Director



Direct Reports:



Client Technical Support

Client Service Forms Analyst

MaxMilion Rules Analyst

Reports Analyst

Quality Control Supervisor



Examples of Duties and Responsibilities:



Must learn the PIPS & MR systems logic and interfaces

Must learn the Optio, MaxMilion, and OCR for Forms systems logic

Insure client specific procedures are accurately documented

Assist with creation of training materials

Verify client specific data for programming request are accurate

Assist with client implementation projects as assigned

Approve Data Verification results

Assist with systems changes and enhancements

Assist with research on client issues, taking appropriate actions

Monitor and prioritize the modification requests for client letters and OCR business rules, and templates

Manage the Quality Control Department

Manage the Client Technical Support staff

Support the corporate and departmental business objectives and budget





REQUIREMENTS


QUALIFICATION GUIDELINES



Experience:



Minimum of 5 years experience in loan servicing

Prior experience using MortgageServe or Alltel systems

Previous supervisory or management experience





Education :



BA Degree



Knowledge, Skills and Abilities:



Ability to chair meetings and effectively speak to groups

Possess excellent customer relations

Strong organizational, problem solving and analytical skills

Ability to communicate effectively with others, both orally and in writing

Ability to interact effectively with subordinates, departmental representatives, customers, clients and management

Ability to select, train, supervise and evaluate the work of subordinate employees

Proficient in personal computers in a Windows environment and MS Word

Ability to handle volume workload and meet deadlines

Project a favorable corporate image

Ability to function well as a team member in addition to performing independently

Be able to willing follow and support established personnel policies