Service Desk Analyst

Company Name:
United Shore Financial
is one of the largest independent mortgage bankers in the United States
Headquartered in Troy, MI, USFS was founded more than 26 years ago on the principle of providing borrowers with the opportunity to pursue the American Dream of homeownership. The foundation of our success is our team of more than 1,000 experienced and dedicated professionals. Our lines of business cover the complete spectrum of residential mortgage lending from retail to wholesale. Our brands include Shore Mortgage, United Wholesale Mortgage and Capital Mortgage Funding. Our business has great momentum as we continue to emphasize our unique value proposition across each channel.


The Service Desk Analyst
is to work directly with internal/external clients to identify, diagnose, and resolve mortgage related issues within the company's Loan Origination System (LOS).

Troubleshoot Mortgage Software issues with web based and client based Loan Origination Systems
Correct errors on the Uniform Residential Loan Application (Form 1003)
Submit accurate files through automated underwriting systems
Educate internal/external customers on issue resolution to prevent future requests
Continue learning mortgage processes, programs, and industry knowledge
Effectively communicate with all levels of internal/external customers
Work closely with team members as well as independently
Sense of urgency must be demonstrated at all times
Log all customer interactions in a ticket tracking system
Resolve issues received via Ticket system, Email , or Phone
Troubleshoot and assist users with issues and resolve when possible
Alert staff during unexpected outages that impact workflow
Suggest new processes that will help streamline persistent issues that arise
Document reoccurring processes
Effectively communicate back to clients and to appropriate internal teams
Escalating issues internally when problems cannot be resolved via first level troubleshooting steps
Provide 24/ 7 support on a rotating schedule
Document and maintain standard operating instructions
Client Coordination point for IT initiatives
Focus on proactive and informative communication
Perform routine daily tasks as defined by Production Support

Shifts are between Monday- Friday 10:30 AM - 7 PM
Hours may vary depending on production
Saturdays on rotational schedule

We encourage new ideas and ways of doing things. It is vital that we all work together to change, adjust and make our processes the best they can be. Communication and rapport building with internal/external customers is at the heart of the longevity of our office and team.

Proper use and maintenance of all systems
Excellent communication skills, both verbal and written
To always provide the client with what was promised and then more
Truly care about people and their needs
Know how to prioritize their workday and never end the day with unreturned phone calls
Understand that we are all better together than apart (synergy)
MAKE IT HAPPEN and have fun!

High School Diploma
1-3 Years in customer service role
Knowledge of mortgage origination, processing, underwriting, and closing guidelines
Familiarity with call center practices and procedures
Ability to work effectively and with minimal direct supervision
Ability to interface effectively via phone or email with both technical and non-technical clients while remaining composed, decisive and customer focused
Strong problem-solving and decision-making skills
Outstanding customer service skills

Entry Level
1-3 years of Mortgage and/or Financial Services industry experience is required

All the above duties and responsibilities are essential job functions subject to reasonable accommodation. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Employees may be required to perform any other job related instructions as requested by their supervisor, subject to reasonable accommodations. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

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