What are the responsibilities and job description for the User Support Specialist - Mortgage Division position at Bell Bank?

User Support Specialist - Mortgage Division

Hours - 9 : 00am-6 : 00pm Monday - Friday

If you like to work with people in a family atmosphere, enjoy great benefits and provide unequaled personal service to every customer, consider a career with Bell Bank.

Company Information :

Bell Bank was founded in 1966 and headquartered in Fargo, North Dakota. It is the largest family-and employee-owned bank in the upper Midwest, and one of the largest in the nation, with assets of more than $10 billion. Bell Bank has full-service banking locations in North Dakota, Minnesota and Arizona. Bell has empowered more than $26 million in charitable giving through its unique Pay It Forward initiative, through which every employee chooses each year how to help individuals, families and organizations in need.

Bell Bank has been recognized as a top workplace by American Banker, Forbes and Fortune.

If you want to work for an established, growing, forward-looking organization with world-class employees, this is the place for you. Let Bell Bank be your destination workplace.

Bell's Values :

As stewards, dedicated to the growth and reputation of this independently owned organization, we are committed to :

Promoting and sustaining our family atmosphere.
Providing unequaled personal service to each and every customer.
Paying it forward" by giving back to the communities we serve.

Our Bottom Line :

Happy Employees! Happy Customers!

Job Summary :

This position is responsible for providing technical support for Mortgage Division users for all Mortgage Division software platforms and system. As requests are submitted, this position is responsible for the resolution of the request until it can be solved or handed off to another team member. This position will know and understand Mortgage software and system functionality as well as the Bell mortgage workflow.

The expectations of this position are the ability to take on small tasks and collaborate into the larger efforts of work with a team. Senior team members will provide guidance and mentoring on the process and tools. The most important aspects of this role are learning the Bell workflow, mortgage domain, embracing feedback, and continuously improving.

Primary Duties :

Assist users with questions or problems with all Mortgage software and systems.

Document solutions to these problems for internal use.

Communicate the status of requests with the user.

Work with the Mortgage Training Team to inform users about common issues and how to avoid them.

Assist other members of the IT department as needed to complete projects and provide additional support to end users.

Maintain Bell Bank logging software for all support calls and emails.

Work with Software vendors for assistance in resolving computer hardware and software related problems.

Assist with testing system upgrades / quality control tasks.

Provide on-call support on a rotating basis in the evenings and weekends, as needed.

Complete tasks with coaching and / or teaching, and collaborate with a team on larger efforts of work, following departmental procedures.

Be receptive to guidance and mentoring from senior team members on processes and tools.

Be responsible for learning the Mortgage domain, the Bell workflow, and the software systems used by Bell, embracing feedback, and continuously improving.

Complete all assigned departmental and corporate training

Actively participate in department and team meetings, team building, and other events.

Create and properly document work utilizing applicable internal and external systems in accordance with published procedures.

Know by name and face as many customers and employees as possible, calling them by name as often as possible.

Know and practice LOCBUTN, our Golden Rules, and Bell Bank Customer Service Standards.

Know, understand, and live the company values and bottom line.

Conduct activities consistent with established Bell Bank policies, procedures and systems, the Bell Bank Employee Conduct policies, the Bank Secrecy Act and all applicable state and federal laws and regulations.

All employees are responsible for information security, including compliance with policies and standards which protect sensitive information.

Prompt and reliable attendance.

Perform other duties as assigned.

Job Skills Required :

Minimum of 1-3 years of mortgage experience

Encompass experience preferred.

Microsoft client-based products (e.g. Windows, Outlook, Word, Excel, Etc.)

Good verbal and written communication skills.

Good organizational skills.

Individuals must be able to work in a team environment, have strong problem-solving skills, and be able to independently learn on-the-go.

Being self-motivated and having a high attention to detail are a necessity.

Ability to work weekends and / or off hours as necessary.

Bell Bank provides competitive compensation and an excellent benefits package.

Bell Bank

Equal Opportunity Employer

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