United States Job Openings

United Wholesale Mortgage

Service Desk Support Analyst I

Pontiac

FULL TIME

October 16, 2024

The Service Desk Support Analyst is to work directly with internal/external clients to identify, diagnose, and resolve both business and technical problems with end-user computer technology.

WHAT YOU WILL BE DOING:

Troubleshoot Mortgage Software issues with web based and client based Loan Origination Systems
Resolving issues received via Ticket system, Email , or Phone
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
Send global notification messages for planned and unplanned outages
Suggest new processes that will help streamline persistent issues that arise
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
Document and maintain standard operating instructions and installation procedures
Accurately document all reported issues in the Service Desk Database
Client Coordination point for IT initiatives
Focus on proactive and informative communication
Perform routine daily tasks as defined by Production Support Team Leader

WHAT WE NEED FROM YOU:

Required:

Must be able to work 10am-7pm or 11am-8pm shift
High School Diploma
1-3 Years in client service role
Knowledge of Common off-the Shelf (COTS) software
Knowledge of personal computer, notebook computer, and printer hardware concepts
Knowledge of application server technologies (such as Microsoft Terminal Services), Microsoft Active Directory Security, Citrix Application, streaming, and VMware Virtualization technologies
Familiarity with call center practices and procedures
Strong problem-solving and decision-making skills
Ability to work effectively and with minimal direct supervision
Detail-oriented and quality-conscious
Ability to interface effectively via phone or email with both technical and non-technical clients while remaining composed, decisive and client focused

Preferred:

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.

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