Application Product Support Analyst I

About Origence

With 30 years at the forefront of fintech innovation, we specialize in SaaS lending solutions that lead the industry. Our core mission is customer-centric, focusing on empowering Credit Unions across the United States with the tools to offer accessible, competitive lending services. We're deeply committed to enhancing the financial ecosystem for a broad network of credit unions, members and auto dealers. We invest in our greatest assets, our employees, and foster a culture of innovation and ownership through freedom and responsibility. We celebrate fiscal accountability, operational rigor and efficiency to create a sustainably healthy and robust business for the long term.

The Application Product Support Analyst I's primary role consists of serving as an integral part of the Client and Product Support team which is our organization’s first point of contact for system issues with CU Direct product applications. Provide exceptional service and support to both external and internal clients where the primary goal is prompt response and resolution to client issues.

Department hours are between 4:30am to 6:00pm Pacific Time Zone. Shifts vary depending on time zone.

What you will be doing:

Application Product Support

Develop and maintain technical and operational expertise for CU Direct products and systems. Demonstrate a strong aptitude for problem-solving and the ability to resolve issues while retaining a strong customer service focus. Provide high-quality technical support and customer service via telephone and/or electronically to CU Direct clients for all product applications and provide resolution/workaround or escalation for application product issues, as applicable.

Client Support

Demonstrate strong interpersonal skills with good verbal and written communication to clearly and concisely communicate appropriate level of instruction to staff, clients and/or third-party vendors who may have limited technical knowledge. Maintain comprehensive case documentation in ticketing systems and ensure understanding of case process and follow the guidelines as outlined by management. Coordinate communications between staff, clients and/or third-party vendors to gather details and identify the scope of reported issues. Ensure proper communication to the client is made in a timely manner and keep track of high-profile client issues and provide alerts to team leadership. Understand client expectations, show empathy and urgency and escalate issues appropriately. Look for opportunities to contribute outside area of primary responsibility to support the organization, team and client experience. Maintain security and integrity controls of all confidential client data and account information.

The Ideal Candidate:

Education

• High School diploma or equivalent experience.
• Some college work in an IT field is a plus.
• Specialized seminars and/or training in indirect lending, credit bureau functions or other financial-related subjects is a plus.

Experience

• Familiarity with PC operating systems and usage, internet web browsers, etc.
• Working knowledge of remote access tools and web browsers such as MS Teams, GoToAssist, Chrome and Firefox.
• A minimum of one (1) year technical support experience.
• Familiarity with the general foundation of indirect lending; background in underwriting is a plus

Perks and Benefits

• Flexible Working Environment
• Paid Time Off
• 401k (8% match)
• College Tuition Benefits/ Tuition Reimbursement
• Good Benefits options
• Company Culture! Cultural and Holiday celebrations, Theme days like Star Wars Day & Bring your Kids to Work Day, Monthly Townhalls and Quarterly Company Meetings that ensure awareness, inclusion, and transparency.

The starting hourly range for this full-time position in Irvine, CA is $22 - $27 per hour. This base pay will take into consideration internal equity, candidate’s geographic region, job-related knowledge and experience among other factors. Origence maintains a highly competitive compensation program. Under company guidelines, this position is eligible for an annual bonus to provide an incentive to achieve targeted goals. Bonuses are awarded at company’s discretion on an individual basis.

Origence is an equal opportunity employer. All recruitment, hiring, training, compensation, benefits, discipline, and other terms and conditions of employment will be based upon an individuals’ qualifications regardless of race, religion, color, sex, gender identity, sexual orientation, national origin, ancestry, military service, marital status, pregnancy, age, protected medical condition, genetic information, disability or any other category protected by federal, state or local law.