TPO Concierge

Overview

Primary responsibility is customer support for Wholesale and Correspondent clients on TPO Support Desk via ticketing system. Develop good working relationships with the staff assigned to the team as well as operations staff. The duties for TPO Concierge include, but are not limited to, those described below.

Essential Job Functions:

• Customer Service: Focus on effectively solving TPO Portal technical related matters.
• Organization: Must be organized and a self-starter who can manage their own daily priorities toggling in between review new ticket requests and completion of existing tickets.
• Communication: Must have strong verbal and written communication skills, acting as liaison to ensure cohesive business flow.
• Equipment: Professional use of office equipment as computer terminals and copiers.
• Physical: Must be able to sit for extended time periods. Hearing and vision within normal ranges.

Responsibilities

• Meets minimum productivity requirements of 10 daily Fresh Desk tickets processed.
• Support AE, AM & TPO partner with all TPO Connect & LEO Portal navigation as well as technical issues.
• Process and trouble shoot AUS issues with the TPO Partner to facilitate submission.
• Assist Wholesale borrowers with eSigning process, which may include DocuSign or Consumer Connect platform.
• Maintain professional and exceptional customer support with demanding & busy ticketing system.
• Review, identify, resolve tickets, and take corrective action to facilitate quick quality resolution.
• Informing management on trending/system issues to prevent further issues companywide.
• Performs a variety of tasks maintaining familiarity with operations concepts, practices, and procedures within various departments, such as TPO Approval Team, Disclosure/Setup Team, Secondary Marketing, Compliance, OPS Support & IT Support.
• Support operations in all aspects, but not limited to compliance through loan closing.

Qualifications

• Strong interpersonal-communication and business-relationship skills, emphasis on phone.
• Detail oriented with strong organizational and follow-through skills.
• Excellent analytical, written, and verbal communication skills.
• Technologically proficient in MS Windows software.                  
• Ability to work proficiently in remote capacity, as well as, flexible work hours.

Experience:

• One to three years of mortgage lending related experience
• Customer service excellence

Education:

• High school diploma

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