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. 

The Customer Support Associate Manager will focus on managing the customer relationship with regards to platform support; managing customer tickets, assisting in providing timely solutions to reported issues, and escalating priority items when necessary. They will make customer satisfaction a top priority and must exhibit exceptional customer service skills in order to effectively support our ELC Customers. They will be expected to work effectively with various internal teams to drive resolution for their assigned customer's issues. 

They will accomplish this by focusing on the following main priorities:

Manage Support Related Escalations - Internally & Externally
 - Understands, follows, and communicates established escalation process
 - Acts as a liason between internal Mortgage Cadence groups, the Customer and/or Vendors in an effort to resolve customer's actionable priorities
 - Works effectively and efficiently with internal Mortgage Cadence teams including Support, Business Analysts, Product, IT, Data Management, Professional Services, and Customer Success teams.

Customer Ticket Management
 - Conduct support ticket review calls with ELC Admins on a regular basis (weekly or biweekly)
 - Manage client expectations regarding ticket priority
 - Communicate regularly with customers via email, phone, and Footprints ticketing system
 - Coordinate troubleshooting/working sessions with clients & MC teams as needed to help facilitate resolution of customer issues

Facilitate Client Releases
 - Advise clients on upcoming releases to ensure they are consistently planning for the latest versions of the platform.
 - Schedule and steer release retrospectives 
 - Work with Deployment team to ensure successful deployments of product releases, scripts, patches, etc.




Qualifications

- Minimum of 3 years experience providing direct customer support 
- Minimum of 3 years experience residential mortgage experience 
- Minimum of 3 years experience LOS platform experience 

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. 

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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