Note: The job is a remote job and is open to candidates in USA. Dexian is a provider of staffing, IT, and workforce solutions. The Mortgage Consultant will liaise between home lending business stakeholders and Technology teams, resolve service tickets and customer loan issues, analyze ticketing data, support ITSM operations, and document processes and procedures.
Responsibilities
- Candidate will be serving as the liaison between home lending business stakeholders (Sales & Operations teams) and Technology teams by working service tickets & remediating issues on customer loans (mortgage & home equity lines of credit)
- Analyze ticketing data to identify trends, recurring issues, and opportunities for improvement
- Provide escalation support and ensure business stakeholders receive clear, professional communication
- Manage daily ITSM operations including incident, request, problem, and change processes
- Document processes, workflows, standard operating procedures, and knowledge base content
- Coordinate and complete manual tasks after automation, system or service disruptions
Skills
- Ability to simplify complex technical concepts for business partners
- Technical troubleshooting and independent problem solving
- Strong customer service focus, including building rapport, handling frustration, and increasing end user satisfaction
- Ability to identify trends and patterns in data to assist with decision-making
- Skill in documenting problems & procedures
- Understanding how to integrate AI (CoPilot, Power Automate) to improve internal processes
- Knowledge of mortgage or consumer lending bank operations
- Familiarity with service management tools (e.g., ServiceNow)
- Knowledge of IT service management functions
- Customer service or help desk support
- Experience using home lending loan origination & point of sale systems (e.g., Empower, Encompass, Blend)
Benefits
- 100% Remote
Company Overview
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