AUS Support Analyst - United Wholesale Mortgage

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The AUS Support Analyst is to work directly with internal/external clients to identify, diagnose, and resolve both business and technical problems with automated underwriting/DU and LP issues. 

WHAT YOU WILL BE DOING:

• Troubleshoot Mortgage Software issues with web based and client based Loan Origination Systems

• Work and resolve all AUS tickets as they come into the system

• Resolving said issues received via Ticket system and Client Requests

• Effectively communicate with all levels of internal/external clients

• Work closely with team members as well as independently

• Sense of urgency must be demonstrated at all times

• Logging all client interactions in a ticket tracking system

• Escalate issues that cannot be resolved at a first level while remaining the point person until the resolution of the issue

• Continue learning new technologies and mortgage processes

• Document reoccurring processes

• Effectively communicating back to clients and to appropriate internal teams

• Provide support on a rotating schedule depending on team needs

• Client Coordination point for IT initiatives

• Focus on proactive and informative communication

WHAT WE NEED FROM YOU:

Must Have Qualifications: 

• High School Diploma 
• 1-3 Years in client service role 

• Identifying and understanding the Client’s issue and needs in order to quickly escalate them over to the appropriate team to finalize the solution for the Client.

• Responsible for identifying and escalating each Client issue within the prescribed timeframe from when you receive it.

• The ability to clarify the Client’s issue and track appropriately within our in-house systems.

• Strong ability to simplify Client issues and provide feedback to the appropriate team leaders affected by the issue at hand, in order to improve our client service and processes.

Nice to Have Qualifications:

• Mortgage and/or Financial Services industry experience 

THE PLACE & THE PERKS:

Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? It’s all happening on UWM’s campus, where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.

 

It’s no wonder that out of our six pillars, People Are Our Greatest Asset is number one. It’s at the very heart of how we treat each other, our clients and our community. Whether it’s providing elite client service or continuously striving to improve, our pillars provide a pathway to a more successful personal and professional life.

 

From the team member that holds a door open to the one that helps guide your career, you’ll feel the encouragement and support on day one. No matter your race, creed, gender, age, sexual orientation and ethnicity, you’ll be welcomed here. Accepted here. And empowered to Be You Here.

 

More reasons you’ll love working here include:

• Paid Time Off (PTO) after just 30 days
• Additional parental and maternity leave benefits after 12 months
• Adoption reimbursement program
• Paid volunteer hours
• Paid training and career development
• Medical, dental, vision and life insurance
• 401k with employer match
• Mortgage discount and area business discounts
• Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court
• Wellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salon 
• Gourmet cafeteria featuring homemade breakfast and lunch
• Convenience store featuring healthy grab-and-go snacks
• In-house Starbucks and Dunkin
• Indoor/outdoor café with Wi-Fi

DISCLAIMER:All the above duties and responsibilities are essential job functions subject to reasonable accommodation and change. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Team members may be required to perform other or different job-related duties as requested by their team lead, subject to reasonable accommodation. This document does not create an employment contract, implied or otherwise. Employment with UWM is "at-will." UWM is an Equal Opportunity Employer. By selecting “Apply for this job online” you provide consent to UWM to record phone call conversations between you and UWM to be used for quality control purposes.