How you'll contribute:

The Application Support Lead serves as the escalation point for our Application Support team and business stakeholders across several critical platform applications. These services include the Loan Origination System, Total Expert (M3), Velocify, Power Apps, and Salesforce. You will juggle the day-to-day coaching of the Application Support team, providing timely updates on high-priority issues to Movement leadership, and liaise with our Product Owners and vendors to drive a positive service experience for all of the Movement team members.

• Responsible for supporting the user relationship across all platforms.
• Provide problem solving and troubleshooting help with internal user issues and problems related to the applications through technical support.
• Responsible for supporting inquires received via the ticketing system, and email while providing superior customer service.
• Serve as a point of contact for any L1-L2 tickets that support team may have as well as a point of contact for support escalations for training team and Loan Officers.
• Responsible for providing a seamless onboarding experience for new employees.
• Liaison between software vendors and Movement Mortgage to facilitate accurate usage of application(s); while ensuring compliance with company, regulatory, and industry requirements.
• Maintain issue and enhancement logs; provide troubleshooting for escalated issues and work with business units and vendors on assigned projects to enhance workflow and processes.
• Responsible for monitoring support tickets as they come in while looking for escalations and ensuring the team reviews them on a priority; managing all escalations.
• Work with our internal comms team and training team to ensure all parties are aware of any technical issues that affect users and customers.
• Provide regular Application Support metrics to leadership and business stakeholders.
• Maintains a living document for process improvement and coaching moments for the team.
• Performs 1:1 reviews with each member of the team.

Who you are:

• 3+ years’ experience with mortgage industry applications with at least 2 year of experience providing application-level support.
• Proven time management, organizational, and customer service-related skills.
• Easily recognizes when an issue needs to be escalated or how to resolve it quickly.
• Ability to multi-task and perform in a fast-paced environment.
• Great bedside manner and positive attitude.
• Ability to work extended hours, including nights, weekends, and holidays.

Even Better…

• Bachelor’s Degree or certification in Information Technology, Computer Science, computer systems, related field, or equivalent work experience.
• 2 years Experience with Jira, ServiceNow, Loan Origination Systems, CRMs like (Total Expert and/or Velocify), Power Apps, or Salesforce.

At Movement, we exist to love and value people. We are disrupting the mortgage industry by lending with integrity, building outstanding corporate culture, and investing in our communities. On any given day, you might find a processor volunteering for a local charity or an underwriter winning the corn-hole tournament at the office. You'll also find that we're the seventh-largest mortgage lender in the country.

So why Movement?

• Competitive pay
• Medical, dental, and life insurance
• Company matched 401K
• Excellent career growth opportunity
• Fun, team-focused working environment
• Employee driving community outreach program