Company Mission
Orion Lending is a Nationwide Mortgage Banker, founded by proven industry leaders, who bring a legacy of success and ambition to the Mortgage Banking industry. At the core of our business philosophy is a commitment to extraordinary service, honesty, and clear communication. Our team is comprised of highly seasoned professionals who share Orion Lending's objective to revolutionize our partners' expectations. At Orion Lending, we combine innovative technology, a wide array of products and competitive pricing, to assist our network of originators grow and develop their referral business and clientele
Position Summary
As a member of the STAR Help team, you will support our proprietary Portal, called STAR. The number one goal of this role is to enable customer success. Reporting to the Customer Support Manager, you'll continuously grow and develop skills, driving our standards of quality through performance and customer service, and resolving issues as they arise. In addition, you'll build or maintain your expertise in mortgage transactions, Orion Lending’s products, and services.
Specific Duties and Responsibilities
• Provide day-to-day support, by being the 1st line of escalation for issue resolution for ourcustomers on our systems.
• Provide real-time troubleshooting for customer-related issues.
• Be instrumental in new customer application management and onboarding.
• Follow escalation paths to internal departments
• Build and maintain a business partnership and rapport with the Orion team, including Operations, Sales and other departments.
• Involvement in special projects as needed.
• Consistently model our company values, embrace our philosophy of customer service, and Pledge Values.
• Ability to effectively support: phone, email and Live chat escalations
Preferred Qualifications and Experience
• Mortgage Experience required 2+ years
• Passionate about creating and fostering top-notch support practices
• Effective written and oral communications
• Ability to multitask, prioritize, and manage time appropriately
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