Coordinator, Production Support, I (REMOTE)

What you’ll do:

• 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 2 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

What you’ll need:

• 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

Notice to all applicants: Carrington does not do interviews or make offers via text or chat.  

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