Systems Support Analyst II (New Penn Financial)
Overview
Founded in 2008, New Penn Financial has become a leading nationwide lender by bringing together expertise, exceptional customer service, and extremely competitive rates on a broad offering of mortgage products (including Fannie Mae, Freddie Mac, Ginnie Mae, HUD, FHA, VA, USDA, and our portfolio products). New Penn is licensed in 48 states plus the District of Columbia.
Primary Function
Experienced client service professional capable of providing direct client support for the more time-consuming, sensitive and complex issues, including those escalated from more junior team members and requiring access management.
Mission Statement
New Penn Financial has become a leading nationwide mortgage lender because we have the expertise, the product solutions and competitive pricing talented individuals expect. We maintain a favorable reputation because we deliver exceptional customer service to our borrowers and clients. Founded in just 2008 as a start-up, we have grown to over 1,800 employees nationwide with over 140 branches, licensed in 48 states. We have earned the recognition of Inc. Magazine's 500/5000 Lists of Fastest Growing Private Companies, hold a position on Mortgage Executive Magazine's list of 50 Best Companies to Work For, and regularly appear on the Scotsman Guide list of top lenders, to name a few.
Responsibilities
25% Partners with clients on cross-platform systems to review and implement system access to applications or environments, ensuring compliance policies are maintained.
25% Acts as first or second point of contact for clients to request assistance. Can resolve all Level 1 and Level 2 problems by applying procedures and their seasoned expertise. Performs a higher level of investigation which may include more time-consuming diagnosis and technical expertise.
20% Works with project teams to provide access requirements on multiple systems cross-platform. Formulates recommendations, and implements changes for systems.
10% Documents access or support requirements, problems and resolutions and creates documents for knowledge transfer. Produces reports summarizing the work effectiveness of the team
5% Resolves work requests that may involve coordination with other functions. Identifies IT colleagues and/or vendors needed to resolve an issue and ensures effective problem resolution.
5% Can address complex issues that require specific subject matter expertise (e.g., relating to emerging technologies, mobile devices, etc.)
5% Provides input to development of process and work improvements. Implements improvements after management review and approval. Reviews current processes or standards and recommends improvements.
5% May manage multiple client services processes during an outage, including coordination with other areas of IT. Notifies clients of outages affecting service.
Responding effectively to incidents escalated from more junior team members, including sensitive issues.
Troubleshooting client problems requiring an expert understanding of the desktop environment and a basic understanding of inter-related technologies.
Conducting complete diagnostics of most business problems, factoring in a strong understanding of the technical infrastructure.
Integrating across multiple IT groups to ensure an effective resolution of issues requiring multiple stakeholder input from multiple areas of IT, with guidance from more senior analysts as required.
Adapting and implementing new procedures with minimal support readily.
Communicates technical information to non-technical users effectively.
Engenders confidence in clients during the most sensitive escalation issues and situations.
Possesses a very strong orientation towards client interaction and a high level of client service professionalism.
May provide technical guidance to more junior team members.
Operates effectively as part of a larger team, and manages own work.
Receives limited direction, work in progress is monitored periodically.
Supports the development of appropriate work procedures or approaches to address and/or escalate problems.
Qualifications
Education and Experience Requirements
Typical candidates will possess 2
years of relevant experience; BA/BS degree or equivalent experience desired.
Experience in the mortgage industry
Knowledge, Skill and Ability Requirements
Possesses the knowledge of standard hardware and software in the IT infrastructure required to address more complex incidents that involve multiple areas of the applications and/or infrastructure.
Has a seasoned understanding of network connectivity and infrastructure, including wireless and remote access.
Has an understanding of company-specific applications, access and technologies.
Has the expertise to independently handle nearly all routine and non-routine inquiries and problems.
Utilizes a broad range of technical support products and technologies to resolve difficult technical issues.
Possesses a strong and broad understanding of New Penn Financial's services and basic business processes, and the ability to prioritize the criticality of a user area or application requiring support.
Developing breadth and depth of knowledge of the technology support industry. Applies knowledge to develop recommendations in area of support.
New Penn Financial, LLC is an Equal Opportunity Employer and Equal Opportunity Lender.
Visa sponsorship not available for this position
Required Experience Hourly
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
Founded in 2008, New Penn Financial has become a leading nationwide lender by bringing together expertise, exceptional customer service, and extremely competitive rates on a broad offering of mortgage products (including Fannie Mae, Freddie Mac, Ginnie Mae, HUD, FHA, VA, USDA, and our portfolio products). New Penn is licensed in 48 states plus the District of Columbia.
Primary Function
Experienced client service professional capable of providing direct client support for the more time-consuming, sensitive and complex issues, including those escalated from more junior team members and requiring access management.
Mission Statement
New Penn Financial has become a leading nationwide mortgage lender because we have the expertise, the product solutions and competitive pricing talented individuals expect. We maintain a favorable reputation because we deliver exceptional customer service to our borrowers and clients. Founded in just 2008 as a start-up, we have grown to over 1,800 employees nationwide with over 140 branches, licensed in 48 states. We have earned the recognition of Inc. Magazine's 500/5000 Lists of Fastest Growing Private Companies, hold a position on Mortgage Executive Magazine's list of 50 Best Companies to Work For, and regularly appear on the Scotsman Guide list of top lenders, to name a few.
Responsibilities
25% Partners with clients on cross-platform systems to review and implement system access to applications or environments, ensuring compliance policies are maintained.
25% Acts as first or second point of contact for clients to request assistance. Can resolve all Level 1 and Level 2 problems by applying procedures and their seasoned expertise. Performs a higher level of investigation which may include more time-consuming diagnosis and technical expertise.
20% Works with project teams to provide access requirements on multiple systems cross-platform. Formulates recommendations, and implements changes for systems.
10% Documents access or support requirements, problems and resolutions and creates documents for knowledge transfer. Produces reports summarizing the work effectiveness of the team
5% Resolves work requests that may involve coordination with other functions. Identifies IT colleagues and/or vendors needed to resolve an issue and ensures effective problem resolution.
5% Can address complex issues that require specific subject matter expertise (e.g., relating to emerging technologies, mobile devices, etc.)
5% Provides input to development of process and work improvements. Implements improvements after management review and approval. Reviews current processes or standards and recommends improvements.
5% May manage multiple client services processes during an outage, including coordination with other areas of IT. Notifies clients of outages affecting service.
Responding effectively to incidents escalated from more junior team members, including sensitive issues.
Troubleshooting client problems requiring an expert understanding of the desktop environment and a basic understanding of inter-related technologies.
Conducting complete diagnostics of most business problems, factoring in a strong understanding of the technical infrastructure.
Integrating across multiple IT groups to ensure an effective resolution of issues requiring multiple stakeholder input from multiple areas of IT, with guidance from more senior analysts as required.
Adapting and implementing new procedures with minimal support readily.
Communicates technical information to non-technical users effectively.
Engenders confidence in clients during the most sensitive escalation issues and situations.
Possesses a very strong orientation towards client interaction and a high level of client service professionalism.
May provide technical guidance to more junior team members.
Operates effectively as part of a larger team, and manages own work.
Receives limited direction, work in progress is monitored periodically.
Supports the development of appropriate work procedures or approaches to address and/or escalate problems.
Qualifications
Education and Experience Requirements
Typical candidates will possess 2
years of relevant experience; BA/BS degree or equivalent experience desired.
Experience in the mortgage industry
Knowledge, Skill and Ability Requirements
Possesses the knowledge of standard hardware and software in the IT infrastructure required to address more complex incidents that involve multiple areas of the applications and/or infrastructure.
Has a seasoned understanding of network connectivity and infrastructure, including wireless and remote access.
Has an understanding of company-specific applications, access and technologies.
Has the expertise to independently handle nearly all routine and non-routine inquiries and problems.
Utilizes a broad range of technical support products and technologies to resolve difficult technical issues.
Possesses a strong and broad understanding of New Penn Financial's services and basic business processes, and the ability to prioritize the criticality of a user area or application requiring support.
Developing breadth and depth of knowledge of the technology support industry. Applies knowledge to develop recommendations in area of support.
New Penn Financial, LLC is an Equal Opportunity Employer and Equal Opportunity Lender.
Visa sponsorship not available for this position
Required Experience Hourly
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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