Position description:

Support Analyst for McCracken software products, including Strategy; the commercial loan servicing software.

Provide first class service to our clients regarding usage of the software.  McCracken clients are leading mortgage bankers, banks, insurance companies, thrifts and government agencies. 

We are seeking an individual with experience in the loan servicing industry, specifically commercial loans or commercial real estate or multifamily mortgages. 

Duties:

• Communicate with customers on the phone and via e-mail
  
• Troubleshoot, analyze and implement solutions for issue resolutions
  
• Research and document program errors
  
• Record all issues in our call tracking software system
  
• Provide support to our ASP department in regards to the software and release installations
  
• Work with developers on software defects and enhancements
  
• Test software as needed
  
• Work with training department regarding customer issues
  
• Participate in annual customer conference

Specialized Knowledge and Skills Requirements:

• 5+ years experience in the commercial loan or commercial/multifamily mortgage servicing industry, including experience and/or understanding of these servicing areas:
  
  
  
  • Investor reporting and custodial reconciliation
    
    
    
    • GSE
      
    • CMSA
      
    • Private Securitizations
    
    
  • Escrow Processing
    
    
    
    • Escrow Analysis
      
    • Tax and Insurance disbursements
      
    • Insurance monitoring
    
    
  • Adjustable Rate loans
    
  • General Ledger accounting
    
  • Non-performing loans
    
  • Asset Management

• Excellent customer service skills with the ability to act as liaison between technical staff and customers
  
• Excellent problem solving, oral and written communication skills
  
• Must be independent, self motivated and flexible to handle multiple and changing priorities in this extremely fast paced environment
  
• Must be able to work until 8pm on a rotating basis and be on-call as needed
  
• Minimal travel required

Technical Skills:

• Microsoft Office products
  
• Experience with Strategy software is a plus
  
• Experience with IBM iSeries (AS/400) is a plus