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Guaranteed Rate Affinity · 1 day ago

National Support Center Specialist

United States

Full-time

Remote

New Grad, Entry Level

$65K/yr - $75K/yr

Guaranteed Rate Affinity is a joint venture providing mortgage origination services. The National Support Center Specialist acts as a critical support resource, diagnosing and solving loan-level, technology, compliance, and process-related issues.

Customer ServiceFinanceFinancial Services

Hiring Manager

Andrew Cherry

Responsibilities

Multi-task effectively in a fast-paced environment, serving as an internal resource for diagnosing and resolving loan-level, technology, and company-related issues raised by loan officers, POD members, and internal GRA support teams

Provide 5-star customer service through email, phone and instant messaging while maintaining professionalism, empathy, and a solutions-first mindset

Log, track, and manage a pipeline of support requests in the JIRA Database System, ensuring each ticket receives fast, accurate, and full-circle resolution that meets or exceeds established SLAs

Stay current on company updates by attending companywide informational calls, required training sessions, and reviewing all team-issued communications

Meet quarterly performance metrics focused on production quantity, quality, and speed to resolution

Support team and personal development goals, including continued education, process improvement, and cross-team collaboration

Qualification

EncompassAUS SystemsDocuSignCustomer serviceCritical thinkingMulti-taskingAttention to detailCollaborationContinuous learning

Required

Ability to work independently while juggling a wide variety of inquiries with urgency, attention to detail, and a collaborative mindset

Comfortable managing and referencing multiple processes, policies, procedures, and frequent changes across the business

Highly proficient and confident using technology; motivated by challenges and committed to continuous learning

Strong diagnostic and critical thinking skills with the ability to digest complex issues and leverage available resources to create fast and accurate solutions

Familiarity with key GRA platforms and tools including: Encompass, AUS Systems (DU/LPA/DO), Credit Reporting Vendors and online portals such as IR, Factual Data, etc., DataVerify, Mavent, DocuSign, MyAccount E-Doc Platform, AllRegs, Optimal Blue, Guaranteed Rate Resource Center

Positive, dependable, and fully committed to delivering a best-in-class customer experience using our GRA Core Values to drive your actions every single day