General Description (SUMMARY, Scope, Purpose)

The role assists Product Analysts and other stakeholders with new client implementation and change management feature setup, testing, and documentation. Provides daily product operations support, including general office administrative duties, to support product function and delivery to generate high-quality departmental output and enable a positive (internal and external) customer experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Prioritize and manage assigned support tickets while adhering to department service level standards.
• Document all support issues using internal tracking tools.
• Follow department processes for issue escalation and triage.
• Report on any identified product and service problems and failures.
• Contribute to the department’s Book of Knowledge (“MSBOK”), workflow templates, task checklists, and FAQ's.
• Create relevant instructional communications and announcements for new features, configuration, and usage.
• Assist in the creation and maintenance of the team UAT environment, datasets, and reference materials.
• Maintain a positive attitude and customer advocate through product issue resolution; and
• Participate in any special projects at management’s request.
• Attends industry-related continuing education training and courses.

The essential duties contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned by management, including work in other functional areas to cover absences, equalize peak work periods or otherwise to balance the workload.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• High attention to detail is required.
  Skills testing may be required.
• Associates degree (ideally in computer related discipline) or equivalent work experience.
• Minimum 1-2 years in a mortgage product/loan servicing/software or other technical customer support role.
• Strong written and verbal communication skills.
• Must be a self-starter with ability to prioritize and time-manage while working in a fast-paced environment.
• Familiarity with Microsoft Office (Excel, Outlook, Word, Access), Intermediate+ Excel and/or Access skills are a plus.
• Experience in product implementation/design or training end-users in software products is a plus.
• Technical writing/documentation experience a plus.
• Limited travel may be required.
• Some evenings and weekends may be required for scheduled UAT.
• Willingness to attend educational classes is desired.

Licensing or certification Requirements

None required

BENEFITS
• HSA and PPO Medical plans available through BlueCross BlueShield of Illinois (BSBCSIL)
• FSA available
• Dental plans through Ameritas
• Vision insurance through VSP
• Employer-paid Short Term Disability
• Employer-paid Life Insurance – 2x your salary
• 401k -Company matching
• 10 paid Holidays
• Floating Holidays and Personal days
• Accrue Vacation and Sick time from day 1
• Tuition Reimbursement

All full-time employees working 30+ hours a week are eligible for benefits. Benefits take effect on the first of the month after their first 30 days.

PHYSICAL DEMANDS:

Work Location:
• In-office

Schedule:
• Monday-Friday 8:00am-5:00pm CT with an hour lunch.

Working Conditions:
• Normal office environment with little exposure to dust, noise, temperature and the like.
• Extended viewing of multiple CRT screens simultaneously.

YOU WILL NEED

• A safe home office or quiet workspace with high speed and reliable internet connectivity.

The physical and environmental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

All duties and responsibilities outlined in this position are considered essential job functions, and reasonable accommodations will be made to enable individuals with disabilities to perform them. The requirements listed represent the minimum knowledge, skills, and abilities necessary to perform the job proficiently. This description is not exhaustive, and employees may be required to perform other job-related duties as assigned by their supervisor, subject to reasonable accommodation.
To perform this job successfully, the incumbent must meet the qualifications and satisfactorily perform each essential duty. These qualifications are considered without regard to race, religion, color, sex, national origin, disability, or any other characteristic protected by federal, state, or local law. If the position requires licensing or certification, the incumbent must maintain compliance with all continuing education and other requirements.

Department Account Management & Service

Required Experience: 2-5 years of relevant experience

Required Travel: No Travel Required

Required Education: Associate degree (2-year degree)

HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations.

E-Verify Program

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