Carrington Mortgage Holdings, LLC

  • Production Support Coordinator, I

    Job Locations US-IN-Westfield
    Job ID
    2018-7237
    Position Category
    Operations
    Company
    Carrington Mortgage Services, LLC
    Position Type
    Regular
  • Overview

    Carrington maintains the necessary infrastructure to ensure stability and maximize value during any market cycle. We are a fully integrated mortgage company supporting our customers by providing a broad range of real estate services encompassing nearly all aspects of single family residential real estate transactions in the United States.

     

    Our Mortgage Lending Division is becoming an industry leader by providing competitive mortgage products within our Retail and Wholesale lines of business. We deliver a superior customer experience by meeting individual needs, focusing on financial education, ensuring that our loans close on time and making the entire process as easy as possible. We’re always building our mortgage business with our customers in mind. Join us.

    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.
    • Thvide 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

    • 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.

     

    EDUCATION, EXPERIENCE AND/OR LICENSES: 

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

     

    EEO/AAP Employer

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