Business Support Specialist

Job Description

Job Description

Business Support Specialist


Job Description: As a business support specialist the goal is to support our business partners with knowledge of the mortgage/equity process from start to finish. The role requires a strong understanding of how NFCU real estate lending systems function and work together along with being familiar with the home buying process, refinancing process, and equity process. Applicant must have strong communication skills, writing skills and troubleshooting skills. Basic SQL queries are used and sometimes require updates, applicant will need to be familiar with SQL. The role will entail troubleshooting complex tickets related to mortgage and equity. Expected to be able to understand the mortgage/equity system issue at hand and successfully troubleshoot. Collaborate with various other teams, vendors, internal team members, and leadership. During system outages or degradations BSS must collaborate with production team members to ensure systems are stabilized and provide a root cause analysis for the incident that occurred while also sending mass communications to the business to keep our partners informed. The job requires weekends and off hours on a rotation schedule for Saturday coverage and weekend system validations.


Qualifications

• Ability to work independently and in a team environment.
• Entry level knowledge of real estate systems and processes
• Advanced research, analytical, and problem-solving skills
• Advanced skill applying research and interpretation of findings to respond to requests for information
• Advanced skill exercising initiative and using good judgment to make sound decisions
• Advanced skill following, interpreting, and applying relevant data/instructions to guidelines, procedures, practices, and regulations.
• Advanced skill navigating multiple screens and PC applications and adapting to new technologies
• Advanced verbal and written communication skills
• Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need

Responsibilities

• To receive escalated, moderately complex and/or urgent inquiries related to member accounts, General Ledger accounts, or Navy Federal systems, policies, and procedures
• To research and respond to branch and member impacting escalated situations, moderately complex account errors, and system issues under supervision
• To assist with comprehensive testing and implementation of enhancements to existing software, and of new systems
• Analyze, research, and resolve problems and discrepancies related to member accounts/loans
• Ensure software/systems meet regulatory and procedural requirements
• Develop and recommend enhancements to improve operational processes and procedures
• Identify and detect errors/omissions; resolve or arrange for the resolution
• Involved in cross-organizational task groups concerning new automated systems, products and/or services
• Perform research for process improvements
• Recommend corrective action when discrepancies occur
• Test and implement software and/or processes
• Work with other business units to resolve systems and equipment issues
• Perform other duties as assigned
• The number of days reporting onsite will ultimately be determined by the employee's leadership and business unit needs