Application Support Analyst

Kind Lending Help Desk - Application Support Analyst

This Application Support Analyst role is multi-channel and requires a thorough and complete understanding of the mortgage loan process. Analysts support Wholesale, Non- Del, Retail, Joint Ventures, and our Operations and Corporate partners. Team Members field a wide variety of incoming calls, emails and messages related to Loan Registration, as well as the entire loan manufacturing process within the LOS and Loan Origination Portals. We engage with all departments in the organization and work closely with IT/ Product Development to identify trends or issues that will enhance the user experience. Our interactions are all delivered with the highest degree of customer service.

The Team:

At Kind Lending, our family of diverse and talented Kind Ambassadors are the driving force behind our new approach to the mortgage experience. They're the heart and soul of the organization and our "People Before Profits" mentality shines through in every department. Kind Lending is growing and is looking for top mortgage professionals who value opportunity, lasting business partnerships, and who live out our KIND mindset. Kind Lending is determined to provide the best service in the industry while also providing homebuyers a great selection of products to enhance their buying experience. Backed by our trusted leadership team, Kind Lending's friendly and professional model puts the “fun” in funding.

Pay Disclosure:

The starting base salary range for this position is $55,000 – $75,000 annually. The actual base is dependent on many factors such as: work experience, business needs, market demands, and other compensation components. The base pay range is subject to change and may be modified in the future.

Job Location: Remote work or in-office Hybrid (Santa Ana, CA) available.

Essential job Functions:

• Serve as a primary point of contact for Brokers, AE’s, Loan Officers, or Operational staff to troubleshoot a path forward in the system.
• Determine if the issue presented can be customer/user resolved and communicate to the customer/user the process or procedure to resolve it.
• Thoroughly document the issue in our ticketing system and promptly escalate complex issues to our IT/Product Development team.
• Identify trends and potential items to improve ease of use and the customer experience.
• Manage personal production to meet SLA’s and KPI’s as defined by the division.

Required Knowledge and Skills:

• Passion for delivering unparalleled levels of customer service.
• Detail oriented, with the ability to identify and clearly communicate the resolution to the customer, or capture the issue presented for escalation in the most expedient manner possible.
• Thorough understanding of the mortgage process including the differences between Wholesale, Non-Delegated, and Retail.
• Ability to work in fast paced and ever-changing environment.
• Self- starter with the ability to learn quickly.
• Microsoft Office proficiency.
• Call Center proficiency.

Required Education and Experience:

• High School diploma, some college preferred.
• 3-5 years in the mortgage industry.
• Demonstrated experience delivering exceptional customer service in a fast-paced call center environment.
• Demonstrated experience in attention to detail, time management, and written and oral communications.
• Demonstrated ability to interpret data contained in LOS systems and apply the knowledge to resolve the issue presented.
• Demonstrated experience with analytical thinking and problem solving.
• Team player with the ability to elevate the group to higher levels of service.

Work Authorization:

Must be able to verify identity and employment eligibility to work in the U.S. without a visa sponsorship.

Other Duties:

This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned to meet the needs of the organization.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.

Kind Lending is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to race, religion, creed, color, orientation, gender, age, national origin, veteran status, disability status, marital status, sexual orientation, gender identity, or gender expression.