Carrington Mortgage Holdings, LLC

  • Production Support Coordinator, III

    Job Locations US-CA-Anaheim
    Job ID
    2018-6920
    Position Category
    Loan Origination
    Company
    Carrington Mortgage Services, LLC
    Position Type
    Regular
  • Overview

    FOUNDED IN 2003, Carrington has evolved from a mortgage credit asset manager into a vertically-integrated real estate and mortgage company with four business divisions: Asset Management, Mortgage Servicing and Origination, Property Logistics and Management and Real Estate Services. TOGETHER, the Carrington Family of Companies has the ability to direct a range of activities across the life cycle of single family residential assets. TODAY, Carrington seeks to deliver to investors and consumers a comprehensive set of products and investment opportunities in the single-family residential markets with the ability to execute immediately.

     

    Due to our growth, we are looking for a Product Support Coordinator I to join our team in Anaheim, CA!

    Responsibilities

    The Production Support Coordinator I will be responsible for data integrity and providing end-user support for CMS specific systems. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates.

     

    ESSENTIAL DUTIES AND RESPONSIBILITIES: 

    • Provide support for and address Encompass loan origination system and Broker portal inquiries.
    • Provide helpdesk coordinator support for Mortgage Lending staff and Brokers.
    • Manage the Ask and Broker IQ mailboxes workflow by reviewing incoming requests, allocating inquiries to team to respond, and ensuring inquiries are responded to in a timely manner.
    • Responsible for troubleshooting level 1 inquiries through resolution or escalation to appropriate level support.
    • Responsible for providing support to Account Managers, including re-assigning Account Executive accounts.
    • Communicate with brokers and process changes regarding their rate of compensation when their chosen compensation rate-plan changes.
    • Perform initial credential set up, maintenance and resets for Mortgage Lending Staff and Brokers within vendor accounts and system applications by monitoring new hires, transfers and terminations.
    • Perform data entry and administrative tasks within the Encompass loan origination system and Broker portal.
    • Provide point of contact tasks for MLD third party vendors and troubleshoot vendor related issues through the system integrations.
    • Manage the Preferred Provider mailbox workflow by reviewing incoming requests and ensuring inquiries are responded to according to set Service Level Agreements.
    • Responsible for providing support to Mortgage lending staff and Brokers via email, phone and/or chat function.
    • Provide support to other Production Support staff as needed.

    Qualifications

    EDUCATION, EXPERIENCE AND/OR LICENSES: 

    • High School diploma or equivalent work experience.
    • Zero (0) to one (1) year banking/mortgage industry experience.

     

    ESSENTIAL KNOWLEDGE, SKILLS, ABILITIES, AND COMPETENCIES: 

    • Excellent customer service skills.
    • Good verbal and written communication skills.
    • Strong follow up and follow through skills.
    • Ability to work in a team environment.
    • Ability to work from 7am – 6pm (PST) and overtime and weekends if needed to support the business.
    • Ability to multi-task in a fast paced environment.
    • Ability to organize and prioritize your work schedule on a short-term and long term basis.

     

    EEO/AAP Employer

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