Mortgage Help Desk Specialist
NVR - Canonsburg, PA

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Stability, growth, leadership …if you are seeking a future filled with opportunity then we would like to talk with you. NVR, Inc. (parent to Ryan Homes, NVHomes) is one of the largest homebuilding and mortgage banking companies in the nation. We are currently the most profitable US builder and we have generated the industry’s highest earnings per share growth rate over the last 10 years. Founded in 1948, the company has grown to over 3,000 employees operating in major cities in the eastern half of the United States.

NVR is seeking a Mortgage Help Desk Support Specialist for our offices in Canonsburg, PA.

Major Duties And Responsibilities:

• Answer phone calls from the user communities regarding Mortgage applications
• Provide first level technical support and, if needed, issue escalation to the Mortgage Help Desk Lead
• Identify, recommend and implement improvements to the support process
• Incident entry into the call tracking system
• Provide recommendations to the Mortgage Help Desk Lead on training improvements
Customer Service:
• Answer calls and enter tickets into the call tracking software
• Maintain the ‘human connection’ with customers
• Maintain customer’s confidence; consider calls from the customer’s point of view
• Keep the customers focused and on track through problem resolution
• Teach the customers to solve problems for themselves
• Provide after-hours support on a rotation basis with other help desk specialists
Technical support:
• Maintain Knowledgebase, identifying issue resolution for customers
• Keep process and procedures documentation up-to-date
• Testing of application changes received from software vendors
• Testing of in-house customizations to the mortgage applications
• Troubleshooting and analyzing of application problems
• Report development and updates
• Ensure compliance with audit regulations
• Promote a positive atmosphere between help desk and technical personnel
• Promote a positive atmosphere with the Reston Help Desk

• Excellent customer service skills
• Good Communication Skills (oral and written)
• Knowledge of NVR Mortgage (NVRM) & NVR Settlement Services (NVRSS) branch and corporate department functions
• Technical support expertise, including Fiserv UniFi Pro
• Windows XP Operating System expertise; Windows 7 expertise optional
• Excellent problem solving skills
• Willing to work in a team environment

When you work for an industry leader, we reward you with:
• Excellent Salary Package
• Outstanding Growth Potential (80% of our managers have been promoted from within)
• Lucrative Profit Sharing/Employee Stock Ownership Plan
• 401(k)
• Medical Insurance
• Dental Insurance
• Paid Vacations and Holidays
• Home Purchase Discount

It takes a strong team to build a successful company and if you are interested in taking part in tough challenges to come up with smart solutions, NVR is the team for you.
No Phone Calls Please
We are an Equal Opportunity Employer

Drug Testing, Background and Credit Check Required
All applicants must be legally entitled to work in the United States, as NVR does not provide sponsorship of H1 visas.