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Software Support Analyst - Location Negotiable

Job Location: CO - Denver, IL - Chicago, MN - Minneapolis, TX - Dallas

Regional Description: Southwest

Número da Vaga: 00608513

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- Job description

Mortgage Cadence, a wholly-owned subsidiary of Accenture, has been partnering with mortgage lenders since 1999, offering the industry’s only true one-stop shop mortgage technology solutions designed for point-of-sale through post-closing. In a time when efficiency, speed and the customer experience are paramount to the success of lenders, Mortgage Cadence offers the most reliable software and dedicated people, supporting lenders every step of the way. Each of our products has revolutionized the mortgage lending process in some way, changing the way lenders lend and borrowers finance. 

As a software company, we think like a start-up, with every employee empowered and encouraged to be visionary. Teamwork and innovation define what we do as we take our customers into the future by providing the last lending solution they will ever need. 

Job Responsibilities: Provide support to all clients, including internal customers on product related issues and questions. Document and track issues and questions received from clients. Follow up on open issues with clients and internal support staff.  Triage client issues based on the described symptoms and request additional information as needed to fully understand the symptoms. Provide the authorized customer contact with an immediate resolution to the reported issue, where possible, and escalate the issue to the next appropriate internal resource when an immediate solution cannot be identified. Give basic software instruction generally 15 minutes or shorter in response to how to questions from customers. Monitor the activity for an assigned list of clients, working with internal resources to ensure issues are updated and resolved in a timely manner. Provide assistance and information on assigned accounts to the Client Relationship Manager. Maintain a high level of platform knowledge, staying current on all system related issues and developments. Maintain a basic level of mortgage industry knowledge. Escalate issues requiring immediate attention to the Tier 2 group or manager. Strive for the continuous quality improvement of processes and quality of service to internal and external customers. Maintain effective communication with all employees internal customers to ensure coordination and exchange of information. Additional duties as assigned.
- Minimum of 2 years customer service experience 
- Minimum of 2 years experience in the use personal computers and related software 
- Minimum of 1 year Mortgage software experience

Preferred qualifications: 
- Proficient PC skills Microsoft Office, Visio, Graphics , with the ability to learn new software. 
- Excellent and written and verbal communication skills 
- Basic knowledge of mortgage terminology and concepts 
- A strong understanding of web based technology including browsers and the - - Internet Demonstrated diagnostic skills 
- Strong analytical skills, with the ability to analyze product or process and make recommendations for improvement. 
- Strong verbal and written communication skills 
- Excellent interpersonal skills to ensure issues are handled in a fair and consistent manner. 
- Ability to work independently, and as a team member, while using discretion in decision making and sound judgment in problem solving. 
- Advanced knowledge of mortgage lending 
- Familiarity with GSEs and mortgage related settlement services Basic knowledge of Secondary Marketing

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status). 

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. 

Accenture is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities. 

Equal Employment Opportunity 
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. 
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. 

Accenture is committed to providing veteran employment opportunities to our service men and women. 

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