Full-Time Internal Client Support Customer Service/Escrow Consultant
Black Knight is the premier provider of integrated technology, services, data and analytics that lenders and servicers look to first to help successfully manage the entire loan life cycle. Our deep understanding of regulatory and compliance issues complements the knowledge, technology and solutions we offer to help our clients achieve their business goals. Black Knight offers leading software systems; data and analytics offerings; and information solutions that facilitate and automate many of the business processes across the mortgage life cycle.
JOB FAMILY DESCRIPTION
Documents business requirements and translates them into solutions for the information technology organization. Serves as a liaison between the client and the information technology organization from project inception through implementation in order to provide customer-centric solutions that solve business needs
GENERAL DUTIES & RESPONSIBILITIES
* Analyzes operations to determine opportunities to automate processes and functions.
* Serves as a liaison between the mortgage and home equity servicing community and the application development organization in order to define business solutions and collaborate with development to define the technical solutions to meet user and business needs.
* Serves as an integral participant in the business process redesign and documentation for new or changing technology.
* Formulates, defines and provides cost estimates for the business process redesign.
* Provides documentation for new technology or changes to existing technology to meet business and technical requirements.
* Researches business strategies and provide recommendations on best practices and changes in technology for mortgage and home equity servicing solutions.
* Negotiates agreements and commitments by facilitating communication between business and information technology from initial requirements to final implementation.
* Creates project artifacts as needed and conducts a variety of test cases to confirm the solution will meet the expectations of clients and stakeholders.
* Educates internal clients and the information technology organization on enhanced functionality and provides support as needed.
* Conducts data mapping and analysis, translating regulatory requirements into the Black Knight Financial Services system.
* Performs other related duties as assigned.
ADDITIONAL JOB RESPONSIBILITIES
* Provide the front line consultants with timely and accurate responses and solutions
* Consult and train in areas of expertise
* Provide input into and implement critical internal processes
* Responsible for internal and external client communications
* Represent Client Support on functional and product-related projects
* Matrix manage the product and functional team of front line consultants
* Act as a functional escalation point for Client Support and negotiate effective solutions
* Identify and implement tools needed for Client Support to assume client support in a timely manner
* Maintain ownership and provide direction for problems through resolution
* Build effective relationships with third level support groups
Bachelor’s degree or the equivalent combination of education, training, or work experience.
ADDITIONAL EXPERIENCE REQUIREMENTS
* Prior Mortgage or Home Equity Servicing experience highly preferred
* Functional knowledge in the following area(s) is required:
* Customer Service
GENERAL KNOWLEDGE, SKILLS & ABILITIES
* Knowledge of Black Knight products, services and capabilities preferred
* Knowledge of the mortgage and home equity servicing industry environment and processes
* Excellent written and verbal communication skills with the ability to present technical and non-technical information to any audience
* Working knowledge of systems development life cycles such as Waterfall, Prototyping, Iterative, Agile, etc. preferred
* Ability to design solutions and technical requirements by leveraging the appropriate tools and techniques preferred
* Excellent organizational skills and ability to manage multiple deadlines
* Ability to organize requirements by features and user stories creating a backlog to be used throughout the project lifecycle preferred
* Ability to research ideas and present outcomes in a clear and concise manner
* Ability to influence others to gain consensus on the most effective solution
* Ability to provide excellent customer service to clients and stakeholders to ensure project success and client satisfaction
* Strong analytical skills
* Demonstrated team player with ability to drive projects to successful outcome
* Ability to quickly adapt to changing priorities
Business Systems Analyst IV
Expert/lead professional level role. Possesses a broad understanding of business functions they support, as well as, an expert understanding of the IT organization’s systems and capabilities and uses this knowledge to bring appropriate solutions to business units supported to enhance the enterprise’s competitive edge. Possesses expert knowledge of the principles, processes, phases and roles of application development methodology. May serve as a functional/technical lead. Works as a liaison between IT and our clients and stakeholders in order to provide complex technical/business solutions to meet user needs. Creates complex business process designs and documentation as needed for new
technology and estimates time and duration of required changes. Translates complex high-level business/technical requirements into functional specifications for the IT organization and works with development to test and implement those changes. Communicates effectively and timely with clients and stakeholders and proactively brings attention to any issues that are of concern or pose a risk to the project deliverable or overall timeline. Makes recommendations for resolving project concerns or issues affecting project timelines. Completes project work ahead of the established time frame and within budget and quality requirements. Takes the lead on complex projects that cross multiple functional areas and leads project teams consisting of multiple analyst(s). Able to multi-task to manage multiple projects, keep project deliverables on schedule, and adapt to changing priorities. Leads efforts to resolve escalated production/client issues. Leads peer review of project artifacts. Makes recommendations for process and procedure improvements and actively leads the implementation of those changes. Mentors analysts on processes or business/technical functions and may coordinate mentoring and development o f new business system analyst. Typically requires Ten (10) or more years of relevant work experience and a minimum of five (5) years of experience in the mortgage and home equity servicing industry.
Black Knight is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, and protected veteran or military family status. Our employees’ diversity is our strength, and when we embrace our differences, it makes us better and brighter. Black Knight’s commitment to inclusion is at the core of who we are, and motivates us in how we do business each and every day.
How to ApplyApplication URL: https://www.aplitrak.com/?adid=c2ZyaWVkZXJpY2guNjI3NTcuMTA1OTRAYmxhY2trbmlnaHRmaW4uYXBsaXRyYWsuY29t
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