Lending Systems Support Specialist
HSBC is a global banking and financial services organization dedicated to opening up a world of opportunity. As a Lending Systems Support Specialist, you will provide front-line support for lending systems, manage user access, resolve service desk issues, and participate in business projects to enhance operations and compliance. Your role will also involve conducting system testing and maintaining documentation to ensure operational excellence.
Responsibilities
- Provide prompt and professional front-line support to internal and external Mortgage stakeholders
- Provision and manage user access to all lending systems, including Point of Sale, Loan Origination System, and other HSBC and vendor platforms in a timely manner
- Resolve Service Desk issues efficiently, following established escalation procedures when necessary
- Support the change control process and maintain change control schedules for multiple Mortgage vendors
- Participate in projects and initiatives to enhance Mortgage business operations and system functionality
- Conduct system testing to validate changes, upgrades, and new implementations within Mortgage platforms
- Achieve and maintain published standards and key performance indicators, including service levels and operational risk targets
- Ensure first call resolution is prioritized and aligned with Service Desk best practices
- Create, update, and manage procedures and knowledge base documentation for Mortgage systems and processes
- Adhere to information security protocols and user account access management requirements to safeguard sensitive data
- Implement and design documents and controls across our Lending platforms, working closely with the business, and following internal processes. Track hours monthly for all document-related changes and enhancements
Skills
- Experience providing first line user support, assisting end users with technical issues and troubleshooting via phone, email, or ticketing systems
- Understanding of the mortgage industry and mortgage systems such as Mortgage Cadence and Cotality
- Background in information security and/or managing user account access
- Demonstrated ability to develop, revise, and manage procedures and knowledgebases
- Proficient in using personal computers, as well as relevant HSBC systems and applications
- Skilled in Microsoft Office, Jira/Confluence, and other standard HSBC software solutions
- Holds at least an associate's degree in business, management information systems, or a related field, or possesses equivalent professional experience
Benefits
- Tailored professional development opportunities
- Competitive pay and benefits package
- Robust Wellness Hub
- Industry-leading volunteerism policy
- Generous matching gift program
- Comprehensive program of immersive Sustainability and Climate Change Initiatives
- Employee Resource Groups
Company Overview