The Implementation Specialist role is crucial to the success of Silverton’s Operation team and therefore, must have an expert knowledge of all systems and the mortgage industry. This role is to ensure proper computer operations so that end users can accomplish organizational task. This includes receiving, prioritizing, documenting and actively resolving end user help request and identifying areas for training development.

Responsibilities and Duties

• Serve as project manager to various users in integration. Tasks include – but are not limited to – answering user questions about software functionality, defining, maintaining and enforcing the project plan; defining, maintaining, and enforcing action items for project completion of both the user and staff; managing regularly scheduled meetings with the user during integration and train users on core features and functionality of systems.
• Analyze requests for enhancements or customizations; gather information and present information for business analysis.
• Act as escalation point to end users to resolve issues and respond to end user requests in a professional manner
• Provide assistance to support department staff in areas where they are not able to assist the user.
• Understand user’s concerns or questions.
• Prioritize issues/concerns based on business need.
• Analyze information to determine next steps.
• Ability to absorb and retain information quickly and present ideas in user-friendly language.
• Build rapport and elicit problem details from help desk users.
• Perform post-resolution follow up to ensure the user issue(s) were resolved.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Develop help sheets and knowledge base documents for end users.
• Assist in the testing of software from the user’s perspective.
• Maintain safe and healthy training environment by following organization standards and legal regulations.
• Create and Maintains best practices by establishing and enforcing organization standards.

Qualifications and Educational Requirements

• In depth Mortgage Industry Knowledge, Highly self-motivated and directed, Analytical and problem-solving abilities, Written Communication, Training, Presentation Skills, Leadership, Self-Confidence, Dealing with Complexity, Microsoft Office Skills
• At least 3 years’ experience in the mortgage industry in role(s) such as originator and/or with a web based mortgage software vendor
• Solid knowledge of industry terms and mortgage workflow, and familiarity with industry vendors AUS, credit, flood, etc.

Skills

• Strong detail orientation, highly organized, and keen attention to detail
• Ability to prioritize multiple tasks in a deadline-driven environment; strong sense of urgency and responsiveness.
• Exceptional user service, interpersonal, verbal and written communication skill and team player.

Technology Skills

• Intermediate skills in computer terminal and personal computer operation; Internet Explorer; Microsoft Office applications including but not limited to: Word, Excel, PowerPoint and Outlook.
• Open/Close LOS or similar