Application Support Analyst

Join the company defining what it means to be an Impact Lender!

Mortgages are what we do, but that doesn't define who we are. In 2008, Movement disrupted the industry with the innovative 6-7-1 mortgage process. In 2023, we pioneered again, helping launch Impact Lending – a new category of lending. Any mortgage lender that commits at least 10% of its profits to helping the neighborhoods it serves is an Impact Lender.

At Movement, we are Impact Lenders. We give 40%-50% of our profits to making an impact in our communities. For us, purpose and people have always come before profit.

The Application Support Analyst provides support across several critical platform applications. These services include, but are not limited to the Loan Origination System (PCL/Mortgage Director), Salesforce and other application that align to our industry. In your role, you will be required to contribute in a variety of manners, including but not limited to:

• Actively engaged within our support ticketing system (Salesforce Service Cloud) performing intake, troubleshooting, providing technical support and resolving requests in a timely manner
• Maintain team/company SLAs while providing white glove customer service and technical expertise to our internal customers
• Support the user relationship and experience across all application platforms
• Responsible for assisting future hires with a seamless onboarding experience for new employees
• Work with your leadership team to create and maintain procedures and documentation, providing input and edits where necessary
• Identify and report any bugs or unusual systemic behavior and following the documented escalation procedures.
• Maintain thorough notes and document troubleshooting steps

Qualifications:

• 1+ years’ experience with mortgage industry applications
• 3+ years’ experience in customer service-related roles
• Proven time management, organizational, and customer service-related skills
• Ability to multi-task and perform in a fast-paced environment
• Possess exceptional customer service skills and maintain positive attitude across several communication mediums such as email, tickets, phone and in-person
• Easily recognizes when an issue needs to be escalated and collaborates with the team to ensure an expeditious resolution
• Ability to work an 8-hour shift between 8am-8pm Eastern, with the possibility of overtime on weekends, evenings, and holidays

Even Better:

• 2+ years’ of mortgage Industry experience
• 3+ years’ experience in a previous application support role
• Experience with JIRA, and Loan Origination Systems, Salesforce, Salesforce (Service  Cloud) and other applications commonly found in the mortgage and finance field are highly preferred.
• Bachelor’s Degree or certification in Information Technology, Computer Science, computer systems, related field, or equivalent work experience

The expected salary range for this position is between:

$55,000.00 - $76,000.00

The range for the position in other geographies may vary based on market differences. The actual compensation will be determined based on experience and other factors permitted by law.

We also offer a benefits package that includes:

• Competitive pay

• Benefits Offered: Medical, Dental, Vision, Life, Disability, Critical Care, Hospitalization, HSA, FSA, DCFSA and QTE

• Retirement plan: 401(k) and Roth

• Paid Time Off: 16 days front loaded. Prorated based on the start date month

• 11.5 paid holidays per year

• Employee assistance program

• Excellent career growth opportunity

• Fun, team-focused working environment

• Employee driven community outreach program

• Relocation packages available

The application window is anticipated to close on:

March 4, 2025

We’re definitely not your average mortgage company. When you’re ready to grow your career AND your impact, we’re ready for you. We’re also one of the nation’s top lenders and are redefining corporate culture. We work hard, we have fun, we invest in our people and we make a difference. Sound like a plan? Good. Learn more at www.movement.com.