OSS Phone Analyst

Job#: 3053441
Job Description:
OSS Phone Analyst
Location: Richmond, Virginia (Onsite)
Shift: 10am - 7pm
Role Overview
We are seeking a Help Desk Phone Analyst to support internal mortgage operations teammates by providing front-line technical and process support related to mortgage systems and applications. This is a high-volume, inbound call support role focused on troubleshooting issues, providing guidance, and ensuring teammates can effectively utilize critical mortgage platforms. The role involves troubleshooting and triaging activities for standard problems encountered by end-users to determine a resolution and providing educational training on various systems.
Key Responsibilities

• Serve as the first point of contact for inbound support calls from internal teammates.
• Troubleshoot, analyze, and resolve application, process, and system-related issues using available resources and tools.
• Document all support interactions in Salesforce and maintain accurate call logs.
• Escalate unresolved issues to senior support teams or Level II Production Support and report new issues immediately.
• Educate end-users on system functionality and best practices to reduce repeat issues.
• Support the implementation and rollout of new applications and enhancements.
• Warm transfer callers to appropriate departments when issues fall outside of supported applications.
• Stay current on daily communications, system updates, and process changes.
• Adhere to all compliance requirements and risk management guidelines.
• Meet or exceed established performance and service-level expectations.

Required Qualifications

• High School Diploma or equivalent.
• 1-3 years of experience in a Help Desk, Technical Support, Service Desk, or Call Center environment.
• Excellent verbal, written, and listening communication skills.
• Experience troubleshooting technical or process-related issues.
• Strong problem-solving and critical thinking skills.
• Ability to manage multiple priorities, document support activities accurately, and maintain professionalism in a fast-paced environment.
• A strong understanding of mortgage operations and terminology, including Debt-to-Income (DTI) calculations, Automated Underwriting Systems (AUS), DU (Desktop Underwriter) Findings, and LP (Loan Product Advisor) Findings.

Preferred Qualifications

• Minimum of 2 years of mortgage or banking experience.
• Experience supporting the Empower Loan Origination System.
• Previous banking or financial services industry experience.
• Associate's Degree or Technical Degree.
• 3+ years of IT, Service Desk, or Help Desk experience.
• Familiarity with mortgage servicing or loan origination platforms.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at
Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
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