Overview
Selene Holdings is a multi-lines business financial services firm with a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage, and a real estate owned company. We have office locations in Dallas, TX; Jacksonville, FL; and Salt Lake City, UT. Founded in 2007 to address needs in the mortgage industry, Selene aims to provide excellent client and borrower experiences.
A positive attitude with proven creative thinking and actions is valued in our employees. If you want to make a difference, Selene is the place for you.
Position Overview
The Senior Product Administrator provides customer support for the full suite of ICE MT mortgage servicing products and manages a wide variety of immediate and longer-term initiatives. As an expert in these business tools, this role is a knowledgeable resource for how these systems function and integrate with one another. This position processes en masse transactions, supports users of the Altair Monarch Server application, manages job scheduling, and provides internal Help Desk support. This role partners with management and peer teams to prioritize and schedule work.
Responsibilities
* Submit system maintenance via en masse transactions
* Coordinate support for Help Desk tickets and function as first- and/or second-level product support
* Set up, manage and audit users, templates, and report security
* Manage the Altair Monarch Application; create/modify models, develop Visual Processes with various departments, and monitor application functionality
* Monitor and manage routine job schedules
* Maintain internal product documentation
* Develop playbooks for management and support of core product functionality and integration
* Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies
* Ensure data quality in the core product
* Provide UAT and QA coordination in the test region
* Monitor loan count volumes and use of the test region(s)
* Coordinate all vendor cases and synchronize with Selene ADO/BITR system
* Analyze technical information from equipment, third-party data partners, and client environments to provide directions to the development team
* Manage and prioritize incorporation of outstanding issues and features into product roadmaps throughout their life cycle
* Review software bugs identified during beta testing or after release and prioritize action
* Help define the user model and user interface for new and existing products and features
* Support multiple projects simultaneously while meeting tight deadlines
* Collaborate daily with the Design, Development and Project Management Teams
Qualifications
* Excellent attention to detail
* Ability to act independently and to prioritize and schedule all work
* Ability to consistently meet multiple deadlines
* Strong verbal and written communication skills
* Ability to work in a team environment
* Strong customer service orientation
* Ability to use good judgment
Competencies
* Adaptability - Adapts to changes in the work environment. Manages competing demands. Changes approach or method to best fit the situation. Able to deal with frequent change delays, or unexpected events.
* Business Ethics - Treats people with respect. Keeps commitments. Inspires trust. Works with integrity and ethically. Upholds organizational values.
* Communications - Expresses ideas and thoughts verbally and in writing. Exhibits good listening and comprehension. Keeps others adequately informed. Selects and uses appropriate communication methods.
* Customer Service - Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
* Dependability - Responds to requests for service and assistance. Follows instructions. Takes responsibility for actions. Keeps commitments. Meets attendance and punctuality guidelines.
* Teamwork - Balances team and individual responsibilities. Values others’ views. Gives and welcomes feedback. Builds a positive team spirit. Puts team success above personal interests.
Education and Experience
High school diploma or GED required. Bachelor’s degree (B.A.) preferred. Five+ years of mortgage servicing experience. Three+ years of Altair Monarch experience. Experience with the full ICE MT mortgage servicing product suite (including MSP, Director, LoanSphere Portal, One Admin, LoanSphere Bankruptcy and Foreclosure, ICE Invoicing, ICE BI, Passport, Bankruptcy, Claims, Default Reporting, iDisburse, Loan Boarding DCT/FC, Loss Mitigation, and Customer Service).
Language, Mathematics, Reasoning, and Computer Skills
* Language Ability: Read and comprehend simple instructions, short correspondence, and memos. Write simple correspondence. Present information effectively in one-on-one and small group situations.
* Mathematical Ability: Add, subtract, multiply, and divide; compute rate, ratio, and percentage; interpret bar graphs.
* Reasoning Ability: Apply common sense understanding to follow detailed instructions and solve problems with concrete variables.
* Computer Skills: Working knowledge of Microsoft Office (Word, Excel, Outlook). Strong knowledge of Altair Monarch Server, Teams, Visio, SharePoint, internet software, database software, and mortgage loan servicing systems.
Certificates, Licenses, and Travel
N/A
Travel: Some travel may be required.
Work Environment and Physical Demands
The work environment is typical of an office setting with moderate noise. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit at a desk, with occasional standing, walking, and lifting up to 25 pounds. Ability to talk and hear; vision required to read. This description is not exhaustive of duties and responsibilities.
Why Selene?
Selene Finance LP is committed to the total wellbeing of its employees and offers a comprehensive benefits package including: Paid Time Off (PTO), Medical, Dental & Vision, Employee Assistance Program, Flexible Spending Account, Health Savings Account, Paid Holidays, Company-paid Life Insurance, and a Matching 401(k) Plan.
Disclaimer
The job requirements listed are representative of the knowledge, skills, and abilities required. This description is not inclusive of all duties and responsibilities. Selene reserves the right to amend and change responsibilities to meet business and organizational needs.
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