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SME - Customer Care

Company: Sourcepoint Mortgage
Location: Eugene
Posted on: February 13, 2020

Job Description:

Job DescriptionDescription: POSITION PURPOSE\: As a Subject Matter Expert (SME) for the process, the primary purpose of the SME is ensuring the smooth transition and ramp up of all new hires once they are released from training into production. They will be responsible for the OJT and certification of all new hires. They will also be responsible for ongoing knowledge management, and rollout of updates and training and coaching people on pertinent process, compliance and regulatory changes. RESPONSIBILITIES\: * Effectively Train processor on the function including process, guidelines and utilizing client systems (Lake wood / EDMS / RealEc, Loan Care, Fiserv, Processor Dashboard etc) * Provide live demo on utilizing systems, tools, job aids and quick reference guides to perform day to day processing responsibilities followed by side by sides. * Conduct tollgate reviews for all new hires released from training and draw out a ramp plan that aligns with the predefined ramp goals for new hires. * Walk the processor through a live file with the End to End processing a loan * Train processors on improving welcome call quality / internal QC scores based on feedback from TL / Manager. * Need to be conversant with processes changes and providing feedback and updates to the team. * Manage a smaller pipeline of loans in order to ensure the individual is aware of latest issues and challenges on loans. * Must be able to meet established minimum daily expectations for this position. * This position may require frequent over time, at times on a daily basis; must be available to work additional hours on short notice as determined by management to meet client service level agreements * Performs other related duties as assigned or directed * Essential Functions The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities. Qualification: Job Requirement\: A Subject Matter Expert will have one of the following groups of qualifications. Education\: High school diploma or equivalent Job Related Experience\: Knowledge of Call Center Operations and Technology. A minimum of 2 years mortgage and call center experience is required. Experience in Floorwalking, coaching, mentoring and/or training. Must possess strong communication, presentation and classroom facilitation skills. Physical Requirements\: Ability to sit or stand for extended periods of time. Ability to use computer keyboard and view monitor for extended periods of time. Requires frequent interaction in a group setting. Functional Area Skills/Knowledge\: Strong customer service, communication, organization and problem resolution skills, as well as detail oriented. Sourcepoint is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace. All candidates who have received a written offer of employment will be required to undergo a company paid drug test. Failure to submit to this test and/or to successfully test negative will result in withdrawal of the applicant's job offer. Sourcepoint participates in E-Verify and we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's I-9 to confirm work authorization. It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.

Keywords: Sourcepoint Mortgage, Eugene , SME - Customer Care, Other , Eugene, Oregon

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