Mortgage Help Desk Specialist in Salt Lake City, UT at Key Bank- Corporate

Date Posted: 10/13/2018

Job Snapshot

  • Employee Type:
  • Location:
    15 West South Temple
    Salt Lake City, UT
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description


The KeyBank Mortgage Help Desk Specialist is responsible for supporting users on the Retail Mortgage Origination (RMO) system. The mortgage help desk specialist is the primary contact for internal users in regard to technical support issues. This role is responsible for providing support and troubleshooting on loan level details, educating and training internal users of the RMO system. This individual is expected to provide exceptional customer service to our internal users while maintaining a high level of professionalism and efficiency.


  • Assist in user training along with development and updates of the RMO training manual
  • Focus on the delivery of excellent service
  • Take ownership and responsibility of client technical problems.
  • Be a positive, professional resource for clients and support partners
  • Manage challenging calls, maintain control
  • Must be able to work during the hours of 10:30 AM – 7:00 PM PST
  • Resolve and provide user support of the RMO system software
  • Perform initial problem determination by asking client troubleshooting questions at loan level detail
  • Communicate the status of all problems and/or issues to users regarding RMO along with resolution
  • Track and log calls with issue and resolution
  • Lead by example; independently makes decisions on course of action to get the client back into production in a timely manner.
  • Detect patterns of callbacks effecting client or environment, assess impact and take action
  • Solicit feedback and ideas for improvement of the RMO functionality directly from the users
  • Assist the IT partners in the development or enhancements of the RMO system
  • Keep users and management informed of trends, problems and unexpected delays within RMO
  • Create and maintain business workflow rules

  • High school diploma or equivalent work experience required
  • Minimum of 2+ years residential mortgage loan
  • Excellent level of verbal and written communication skills
  • Effective telephone skills
  • Demonstrated ability to effectively problem solve
  • Ability to make sound decisions based on logical reasoning
  • Effecting listening skills
  • Ability to work in paperless system environment
  • Exceptional organizational skills and ability to multi-task and handle several priorities at once
  • Ability to work in a fast-paced & high-volume environment.

KeyCorp's roots trace back 190 years to Albany, New York. Headquartered in Cleveland, Ohio, Key is one of the nation's largest bank-based financial services companies, with assets of approximately $134.5 billion at March 31, 2017. Key provides deposit, lending, cash management, insurance, and investment services to individuals and businesses in 15 states under the name KeyBank National Association through a network of more than 1,200 branches and more than 1,500 ATMs. Key also provides a broad range of sophisticated corporate and investment banking products, such as merger and acquisition advice, public and private debt and equity, syndications, and derivatives to middle market companies in selected industries throughout the United States under the KeyBanc Capital Markets trade name. KeyBank is Member FDIC.

Key Community Bank serves individuals and small to midsized businesses from Maine to Alaska through our 15-state network of over 1,200 branches, 1,500 ATMs, telephone banking and robust online and mobile platforms. KeyBank’s Consumer/Business Banking segment provides consumers and small business owners with straightforward banking solutions and personal finance expertise that helps them make confident financial decisions today and plan for tomorrow. Key Private Bank offers wealth planning that follows a consistent, disciplined approach guided by objective advice based on each unique situation. KeyBank Commercial Bank offers midsize business financial services that drive growth and profitability and help business owners identify new opportunities with products and services including deposit, cash management, investment services, commercial lending, equipment leasing, and asset-based lending.


KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

JobID: 29596BR

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