Position Summary
As the Customer Support Manager, you will build and manage the Support Teams, whose number one goal is to enable customer success. Reporting to the VP Strategy, you will continuously grow and develop the team, driving our standards of quality through performance and customer service, and resolving issues as they arise. In addition, you will build or maintain your expertise in mortgage transactions, Orion Lending’s technologies, and services.
Specific Duties and Responsibilities
• Provide real-time troubleshooting resolution and technical support to all appropriate systems
• Support new and existing customers to the organization, including application review, licensing, and sponsorships
• Manage the teams that support Orion Lending’s Broker Desk and Broker Portal.
• Involved in ongoing department management including reviewing candidates, interviewing, and decision-making during the selection process
• Train new team members
• Create documentation for support protocols
• Reinforce strengths and hold the team accountable to Orion’s service standards; identify performance gaps, initiate, and conduct performance improvement plans and reviews in conjunction with guidance from Human Resources and Senior Leadership
• Drive performance using effective communication with the team providing constructive guidance
• Build and maintain a business partnership and rapport with the Orion team, including Operations, Sales, and other departments
• Consistently model our company values, embrace our philosophy of customer service, and Pledge Values
• Involvement in special projects other duties as assigned
• Responsible to maintain department SLA’s and provide quality support
Preferred Qualifications and Experience
• Mandatory 3+ years mortgage experience; 5+ years preferred
• Proven ability to guide clients through online processes
• Experience in leading and developing a team
• Able to assess future needs and growth with a clear understanding of staffing needs
• Proficient in motivating employees to excel and able to navigate performance challenges effectively
• Ability to interact and build relationships with all levels of management, associates, industry peers, direct reports, and clients
• Passionate about creating and fostering top-notch support practices
• Effective written and oral communications
• Familiarity with using metrics and data to assess performance
• Ability to multitask, prioritize, and manage time appropriately
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