Why you'll LOVE Sagent:
You could work anywhere. We know you are talented and looking for something inspiring and impactful. A place where you will make a difference and have a great time doing it!
By choosing Sagent, you can be part of our mission to make loans and homeownership simpler and safer for all consumers.
Sagent powers servicers and consumers. You power Sagent!
About the Opportunity: As a Project and Services Consultant, Senior, you will be working to successfully deliver system features for new and existing Customers on the platform by managing the implementation of projects of varying complexity. You will assist Sagent Customers and internal Sagent partners, ensuring issues are thoroughly researched and the Customers are taking full advantage of our products and services.
You are Sagent’s first point of contact tasked with getting system features and interfaces up and running on the Sagent platform. Support Services team members are committed to providing exceptional and personalized customer service for Customers of our FinTech software servicing solutions, as they troubleshoot and resolve Customer issues, coordinate changes and updates to their existing implementation, and ensure understanding of the services they have in place. You will also help run the day to day and pick up certain duties to assist the manager and team to have better coverage and depth. This is an excellent opportunity for those that thrive in a fast-paced environment, are passionate about customer service, and are looking to grow within our organization, both technically and professionally.
Your Day-to-Day at Sagent:
- Assist with the writing and updating of policy and procedures.
- Supports manager with work Queue and assigns cases/tasks and ensures workload is distributed properly.
- Provides training to new hires and ongoing training to seasoned staff.
- Helps troubleshoot problem cases/tasks when line level staff are unsure with how to proceed to resolution.
- Supports manager with day-to-day activities, to include but not limited to audit prep, report creation, attending required meetings, etc.
- Coordinating Customer requests to add or change features and settings for their current implementation, including: Drafting requirements to be used in legal agreements for Customer requested changes to their existing implementations.
- Manage and perform implementation planning, setup activities and conduct assessments of current project capacities and timelines.
- Collaborate with third party vendors to ensure tasks are kept on point. Identify, report, and resolve key project issues quickly.
- Track project health, status, and manage risks and issues.
- Collaborating and partnering with our Customers and Partners on Feature Requests, their scope, timing, and overall priority, ensuring the best outcome for Sagent and the Customer.
- Create Playbooks for new and existing Features introduced.
- Manage all Customer environment refreshes, loan movement, and support parameter control and report scheduling requests as needed.
- Perform monthly test region audits to meet compliance volume by contract.
- Collaborate with Product and Development teams in Project Estimation Meetings on installation of new projects.
- Work with Legal/Finance teams on monthly invoicing for project work.
- You will partner with other members of the Customer Success organization and other teams at Sagent, across multiple time zones, to continuously improve our Customer experience. As an accountable core member of the team, you will often be responsible for coordinating, directing, and driving delivery activities across Sagent to maximize customer satisfaction and adoption.
- You may provide business and technical support to triage, analyze, troubleshoot and resolve Customer support requests related to functions, capabilities, and usage of all Sagent products.
- You may also interact with Customers directly within their cases, on phone calls, or through other means to coordinate your activities.
- Be a customer advocate by providing feedback to the product and engineering teams on improving the platform to better solve our Customers' challenges.
- Maintain accurate and thorough records in the Sagent case management system.
- Be responsible for ensuring that Customer data is handled securely.
We'd love to hear from you if you have:
- Bachelor’s degree in business, computer science, or equivalent education in a related discipline.
- Excellent communication and people skills (both written and verbal).
- Thrives in working in a fast-paced startup environment: you have experience managing competing priorities and adjusting schedules to meet deadlines in a fast-paced environment; you see a gap and you fill it.
- A strong desire to learn and sense of curiosity that drives you to improve your skills and the service you and your team provide.
- Familiarity with SaaS (Software as a Service), web browser technologies, technical issue triage.
- Familiarity with case tracking and incident management software.
- Previous experience working directly with and optimizing the usage of mortgage servicing technology including LoanServ, Tempo, LSAMS, and CARE is a plus.
- Familiarity with consumer lending / loan servicing business workflows.
- Minimum of 5+ years of experience in delivery or project management.
- Demonstrated ability to handle more complex technical issues.
- Ability to apply lessons learned from prior projects or programs to continuously improve Support Services planning and delivery.
- Strong organizational, problem-solving aptitude and time management skills with ability to manage multiple tasks and multiple projects (including attention to detail and multi-tasking skills).
- Experience in consumer lending / mortgage (servicing preferred) and / or familiarity with the housing finance regulatory environment will contribute to applicant success.
- Travel is not typically required for this role, though occasional travel for company-wide or training events may be needed.
Perks!
As a Sagent Associate, you will be eligible to participate in our benefit programs beginning on Day #1! We offer a comprehensive package including Remote/Hybrid workplace options, Health Benefits, Unlimited Flexible Time Off, Family Planning Services, Tuition Reimbursement, Paid Family Leave, 401(k) Matching, Pet Insurance, LinkedIn Learning, Virtual Social Experiences, Career Pathing, Focus Time Fridays and much, much more!
Why Sagent?
Sagent is transforming the mortgage servicing industry by bringing the modern experience customers now expect from loan originations to loan servicing. Our platform lets customers manage their home-owing lives from anywhere while giving servicers lower costs, scale compliance and higher servicing values through full market cycles.
Sagent is a joint venture that combines Fiserv Inc.'s decades of market-leading fintech expertise with Warburg Pincus' skill in growing technology companies. We hire innovators and doers to disrupt the last and most complex frontier of lending and housing. We're growing fast and need you to help shape our future.
Sagent is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
