loanDepot — We are America’s Lender.
Position Summary:
Responsible for providing leadership and guidance of the Application Support teams. Leads the design of strategies to enhance applications and services for our internal and external customers based on problem tickets handled by the teams and interactions with Level 3 support. Looks for programs or strategies to enhance the capabilities of the Application Support group. In addition, they will be responsible for managing a team of application support staff by organizing and directing daily activities to ensure successful execution of application system requests. Trains, assigns tasks and ensures successful completion of application support requests in a timely manner. Consults with business to prioritize workload based on urgency and complexity and plans resources accordingly. Assists with short and long-term planning, and identification of trends and issues related to application support. This position ensures the performance of all duties in accordance with the company’s policies and procedures, all U.S. state and federal laws and regulations, wherein the company operates.
Responsibilities:
Manages and provides leadership to Application Support staff by exhibiting great examples of customer service. Provides advanced support and subject matter expertise to successfully resolve issues; ensures team delivers professional, customer-focused and high performing levels of support to the business.
Performs employee annual development plans to Application Support staff and provides periodic synopsis to management for evaluation purposes. Develops goals for staff to improve quality of service to end-users, working with staff to better enhance their technical support and customer service skills.
Participates in the analysis, identification and tracking of support issues at all levels of support. Provides analysis to management team when issues arrive and are resolved.
Responsible for all application efforts; provides support, coaching and mentoring to application support team members to ensure that all objectives and commitments are fulfilled in line with expectations, agreements, and standards.
Efficiently allocates incoming requests to the team, prioritizing actions and monitoring team resources so that customer deadlines are met.
Participates in all contingency planning and disaster recovery in relation to application support.
Recommends and assists with developing improvements around application support processes, tools, standards and the overall performance and level of support provided by the team.
Assigns or escalates application incidents and service requests to the application support teams as required. Monitors and influences team performance of escalated incidents and application service requests to achieve end to end Service Levels.
Troubleshoots areas of poor performance and identifies effective solutions to resolve issues both in the immediate future and for the longer term.
Provides consultative services to assigned areas and serves as a liaison between departments, users, and other assigned personnel.
Documents and maintains the application support operating procedures to ensure consistent, efficient, and accurate closing of common incidents and service requests.
Performs other duties and projects as assigned.
Requirements:
Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position.
Intermediate skills in computer terminal and personal computer operation; Microsoft Office applications including but not limited to: Word, Excel, PowerPoint and Outlook.
Effective organizational and time management skills.
Exceptional verbal, written and interpersonal communication skills.
Ability to make decisions that have moderate impact on the immediate work unit and cross functional departments.
Ability to organize and prioritize work schedules on a short-term and long-term basis.
Ability to provide consultation and expert advice to management.
Ability to make informal and formal presentations, inside and outside the organization; speaking before assigned team or other groups as needed.
Ability to deal with complex difficult problems involving multiple facets and variables in non-standardized situations.
Ability to work with little to no supervision while performing duties.
Minimum of seven (7) + years’ experience working in a similar field.
Minimum two (2) + years of management experience preferred.
Experience in the Mortgage industry preferred.
Bachelor’s Degree preferred, and/or minimum of five (5) + years’ experience with Application Support.
The Perks:
Competitive compensation reliant on ability & experience.
Excellent benefits package including multiple health, dental & vision options.
Company paid life and AD&D Insurance, as well as additional voluntary benefit possibilities.
401K with robust company match.
15+ PTO days in addition to 8 paid company holidays.
The opportunity to work for America’s Lender under the vision of industry legend, Anthony Hsieh.
We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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