The Operations Support Desk Specialist provides primary customer and technical support to Retail, Wholesale, and Correspondent staff via an internal ticketing system. With a primary focus on TRID disclosure requirements, this fast-paced role demands rapid problem-solving skills and a strong commitment to compliance. The specialist will develop strong working relationships with immediate team members as well as company-wide operations staff to ensure seamless business workflows. Core duties include, but are not limited to, the functions described below.
Essential Job Functions:
- Customer Service: Deliver high-quality support by efficiently resolving policy and TRID compliance inquiries, with a dedicated focus on the loan disclosure process.
- Production & Compliance: Review incoming loans for Rate Locks, Relocks, and Changes of Circumstances (CoC) to ensure strict adherence to TRID documentation guidelines. Proactively identify and communicate file deficiencies to internal teams and external customers to secure the documentation necessary for accurate, timely disclosures.
- Organization & Time Management: Demonstrate exceptional organizational skills as a self-starter, effectively managing daily priorities and multitasking between incoming new tickets and resolving outstanding items in the pipeline.
- Communication: Maintain clear, concise, and professional verbal and written communication with colleagues and customers, acting as a vital liaison across internal departments to support a cohesive corporate workflow.
- Equipment: Uses such office equipment as computer terminals and copiers.
- Physical: Must be able to sit for extended time periods. Hearing and vision within normal ranges.