US-Based Mortgage Support & Escalations Specialist

Partner One Software Inc; United States; Hybrid; USD 90,000 - 100,000; Full time

Job summary

Mortgage Cadence is seeking a versatile onshore Customer Support Associate to support the USAA account, owning the customer relationship, managing tickets, and driving timely resolutions. This hybrid role blends client relationship management, project coordination, and hands-on technical support across internal teams to ensure customer satisfaction.

The role emphasizes escalation handling, RCA delivery, and collaboration with Support, Product, IT, and Professional Services.

Qualifications

• Must have exceptional customer service skills.
• Strong written and verbal communication abilities.
• Experience coordinating cross-functional projects and deployments.

Responsibilities

• Manage support-related escalations, internally and externally.
• Handle customer ticket management with regular status updates.
• Coordinate complex multi-department projects and deployments end-to-end.
• Build and maintain a strong client relationship with USAA stakeholders.

Skills

Customer service

Communication

Project coordination

Technical triage

Tools

Footprints

ServiceNow

Jira

Job description

Mortgage Cadence is seeking a versatile onshore Customer Support Associate to support the USAA account, owning the customer relationship, managing tickets, and driving timely resolutions. This hybrid role blends client relationship management, project coordination, and hands-on technical support across internal teams to ensure customer satisfaction.

The role emphasizes escalation handling, RCA delivery, and collaboration with Support, Product, IT, and Professional Services.