Application Support Specialist I -246 - COCC

Who we are...
COCC delivers complete enterprise processing solutions to financial institutions throughout the northeastern United States. Listed among American Banker's FinTech 100 and the Inc. 5,000 fastest growing companies in the nation, COCC inspires the industry with innovation and top quality support. Designated as a Top Workplace in Connecticut, COCC recognizes employees as the core of our success! COCC offers a progressive training program to support employees in personal and professional development.

What we need…

An Application Specialist I in our Lending Solutions department that will possess exceptional customer service skills. This individual will provide customer support to our client institutions by answering department telephone calls and/or acknowledging emails that are focused on coordination of customer inquiry resolution. The bulk of immediate support is performed at this level and resolution is provided within service level standards. Inquiries requiring significant research or that are deemed urgent in nature will be escalated to the appropriate resource as needed.

What’s in it for you…

COCC offers a unique and collaborative experience as you grow your career with us and all of the benefits you’d expect from an award-winning employer plus:

• A hybrid schedule allowing you the flexibility to balance your work/life needs
• A customized training plan to successfully onboard you through your first year
• A robust employee training and development program aligned with career pathing objectives
• Generous PTO offering as well as competitive pay and benefits
• On-site fitness center / off-site fitness/wellness reimbursement
• Tuition Reimbursement
• Financial planning assistance with certified professionals
• Fun employee events such as company outings, trivia, sports leagues wellness events
• Peer recognition programs

What you’ll do…

• Assist end users with issues related to login problems, technical support, online bill pay and online security
• Document phone and email interactions with specific details in the case management system
• Answer customer inquiries regarding system use, procedures, and reports pertaining to balancing and interpretation
• Determine area responsible for resolution of issue and assign ticket to appropriate department and notify team supervisor when unable to provide a resolution within one hour
• Handle lending solutions calls and messages to effectively assist client institutions
• Research customer issue by reviewing system documentation, user manuals and industry periodicals and websites
• Submit special processing requests from customers and follow up when completed to ensure accuracy of the completed job
• Maintain COCC call quality standards, meet COCC service level agreements, and demonstrate reliable work attendance

What you’ll bring…

• 2+ years of technical support experience
• Proficient in Microsoft Office programs
• Ability to read, analyze and interpret banking periodicals, professional/technical journals and technical procedures
• Ability to demonstrate or explain concepts, procedures and tasks to others
• Ability to analyze information and formulate conclusions and recommendations
• Mortgage loan origination experience is a plus
• Knowledge of mortgage industry terminology and operational procedures is a plus
• Bachelor's Degree in Finance/accounting is preferred for this role but will consider appropriate work experience and/or relevant certifications

COCC is committed to maintaining a drug-free workplace. All applicants are required to pass a credit, background, and substance test prior to employment. COCC procures background and consumer reports in compliance with all Federal and State regulations, including The Fair Credit Reporting Act and CT Department of Labor laws regarding pre-employment screens. COCC is an equal opportunity employer committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

Accessibility - If you’re a job seeker with a disability and require accessibility assistance or an accommodation to apply for one of our jobs, please let us know by calling 860-678-0444 or emailing TalentManagement@cocc.com. Please specify the help you need and we’ll be happy to get back to you!