Application Support Senior Analyst
Movement Mortgage
Posted ago
Movement Mortgage

Movement is changing the financial services industry through innovation and a new philosophy for serving loan officers, home buyers and the communities where they live.

As the sixth-largest retail mortgage lender in the U.S., Movement’s size and scale offers an ideal environment to transform its industry, while still offering the speed, flexibility and DNA of a startup. Movement is privately held and investing capital in strategic transformation for the long-term. Our team is building digital ecosystems used by thousands of loan originators, realtors and borrowers designed to increase customer acquisition, improve productivity, and accelerate the delivery of products across every channel. Movement funds more than $30 billion in mortgages each year, helping improve homeownership rates and close the wealth gap for hundreds of thousands of families. Beyond that, we’ve invested $260 million of our profit in the nonprofit Movement Foundation to build schools and community centers in developing communities.

Reducing friction and helping simplify the mortgage process is only one part of the puzzle for our customers. As Movement grows, we are taking a consumer-first approach and seeking to remove friction and add transparency to all aspects of the home buying process. Getting a mortgage is but one step along a journey of additionally required services—each with its own supplemental experience. Our team will build systems that unify this ecosystem into a seamless, referable experience for consumers. 

We’re looking for team members whose curiosity and drive will propel this next generation experience. You’ll work alongside business line owners, product managers, and design in an iterative and collaborative environment. As part of the team, you will play a major role in guiding the direction of several fast-growing product lines that lead the way in our Movement of Change.


How you'll contribute:

The Application Support Senior Analyst serves as the escalation point for our Application Support Analysts and business stakeholders across several critical platform applications. These services include the Loan Origination System (PCL/Mortgage Director), Total Expert (M3), Velocify, Power Apps, and Salesforce. You will juggle day to day escalations of the Application Support analysts, providing timely updates on high priority issues to Movement leadership, and liaise with your team leads to drive a positive service experience for all of 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 escalations 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 with 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
  • Maintains a living document for process improvement and coaching moments for the team.


Who you are:

  • 2+ years’ experience with mortgage industry applications with at least 1 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 any shift between 8am-8pm cst, weekends, overtime, and holidays as business needs.

Even Better…

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

About Movement Mortgage

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

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