Customer Service - Mortgage Web Applications

Fics,-Inc.; Addison (TX); On-site; USD 42,000 - 56,000; Full time

Job summary

FICS seeks a customer service member for its Web Applications System Support team. You will be the first line of contact for customers, helping them navigate the online mortgage process and training them to use FICS software.

You will conduct product webinars, deliver conference presentations, and contribute to testing the web applications to ensure quality and usability. Strong communication and patience are essential.

Qualifications

• Patience and empathy when communicating with customers in person, over the phone, and via email.
• Technical focus on maintaining, troubleshooting, and improving web applications for a strong user experience.
• Understanding of web application support best practices including data gathering and prompt customer responses.
• Experience testing web applications for quality and usability.
• Familiarity with common browsers and testing scenarios.
• Strong verbal and written communication and presentation skills.

Responsibilities

• Serve as first line of contact via phone and email for customer inquiries.
• Train FICS customers to use the software and assist with webinars and conference presentations.
• Collaborate with teams to test and QA the FICS web applications for quality assurance.
• Prioritize issues, gather necessary data, and respond to customers promptly.

Skills

Patience and empathy

Technical acumen

Web applications support

Issue data gathering

Quality assurance testing

Verbal and written communication

Job description

FICS® is searching for an enthusiastic customer service member to join the Web Applications System Support team of employees who support its customers navigate through the online mortgage process.

A System Support team member at FICS is the first in line to provide high-quality web applications system support, to help disentangle the mortgage process for our clients. Each communication directly affects the efficiency of our customers’ operations and their success.

System Support team members communicate with customers via phone calls and email in a fast-paced environment, train FICS customers to use the FICS software, perform FICS product webinars and conference presentations, and are the first in line in the collaborative process of testing the FICS software for quality assurance.

What you bring:

• Ability to convey patience and understanding to customers in person, over the phone and via e-mail.
• Technical acuity and interest in maintaining, troubleshooting, and improving web applications for optimized functionality and a prime user experience.
• A solid understanding of web application support best practices such as, how to prioritize issues, find and use strategies for gathering issue data, and by responding to customers in a prompt manner.
• Knowledge of testing web applications for quality and ease of use.
• Basic understanding of the most popular browsers and using an analytical approach in crafting testing scenarios.
• Exceptional verbal and written communication skills.
• Excellent interpersonal and presentation skills, as well as an eagerness to learn.
• Ability to manage multiple tasks, priorities, and deadlines without supervision.
• Valid Texas Driver License and Vehicle Liability Insurance

FICS®puts its Family of Customers firstand continues to uphold its longstanding record of providing significant competitive advantages to its nationwide customer basefor 40 years and counting.

Find out what it’s like to be an FICS® Family member at our Life at FICS page: fics.com/about-us/life-at-fics/