Company: Filogix Limited Partnership
Position Title: Lender Service Analyst
Years of Experience: 3-5 years
City of Position: Toronto, ON
How should candidates contact us: All interested applicants are asked to apply directly to hr@filogix.com; only those under consideration will be contacted.
Lender Service Analyst | The Role
The Role
The Lender Service Analyst is accountable to support Lenders through effective production issue resolution, delivery of configuration change requests and SLA adherence as part of the Lender Service Management Team. The LSA also collaborates with the Client Services team, coordinating the delivery of training for Lender support.
Key Responsibilities
Financial Accountability
- Responsible for: execution effectiveness, accurate time reporting, assigned Lender SLA management
Client Strategy
- Daily SLA management, assist with escalation support and problem analysis for operational issues ensuring a high degree of client satisfaction
- Daily review of open tickets for assigned Lender and manage to resolution
- Review and analysis of incident tickets to ensure product knowledge is sound and consistent
- Coordinate the timely escalation of unresolved tickets from the Contact Centre & Tier II; providing 3rd Tier support to Contact Centre
- Ensure training provided to contact center representatives on functionality , policy changes etc on product and client customization releases
- Attend project kick offs and related project meetings coordinating with Project/Client Implementation teams to ensure client handoff after warranty, rollouts, etc.
- Assess client needs; gather and document client and system requirements and deliver configuration change requests
- Recommend solutions to specific business problems and improvements /changes to business processes
- Conduct as-is/to-be business processes with clients and create modeling/mapping of business processes
Professional Designations/ Certifications or Skills
- Experience with writing SQL queries
- Experience with relational databases (preference to Oracle 9i/10g experience)
- Business Administration Degree/Business Analysis Certificate
- ITIL Service Management framework training
- Excellent client management, Communication and interpersonal skills
Education
- Completion of a 3 year formal post-secondary program at a community college
- Specialized training in recognized technical, vocational or academic program
Experience
- 3-5 years job related experience
Tools
- Work with the Centre for Excellence to use all tools and standard processes to fulfill duties as required
- Time Tracker
- Scope Matrix
- Pricing tool
- Sales tool
- Estimation tool
