• Job Description

  Req#: 4005
  Overview
  
  
  About Us
  Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients — and fulfilling careers for our employees.
  As part of our ongoing partnerships, FPS is supporting the hiring efforts for one of our key U.S.-based clients. Candidates selected through this process will join our client’s team directly as part of their growing organization.
  We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, and through our partnerships, we support exciting career opportunities with our clients.
  Our Core Values:
  • Integrity — Do what’s right for everyone: clients, shareholders, partners & colleagues. TEAM is more important than self, and we create an atmosphere of mutual respect.

  • Excellence — Deliver exceptional client results. Reward and recognize performance. Relentless pursuit of improvement.

  • Accountability — Act like an owner, take pride in our work. Measure results (your own and our clients’). Be passionate.

  • Grace — Respect and appreciate differences. Care for one another. Humility. Make work personal.
  Our Mission: To create conditions within which people can thrive!
  
  We are looking for a Senior Product Administrator that will provide customer support for the Mortgage Servicing platform and manages a wide variety of immediate and longer-term initiatives. As the “expert” in these business tools, this position is expected to be a knowledgeable resource for how these systems function and integrate with one another. This position is also responsible for system releases/upgrades, job scheduling, and internal help desk services. This position acts independently to prioritize and schedule all work.
  
  Responsibilities
  
  
  To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned.
  • Maintains design and implementation of lifecycle documentation for core product. Including vendor contacts, contracts and licenses, Installation, maintenance, configuration, upgrade, and lights-on monitoring.
  • Coordinates as support of helpdesk and second level product support
  • Develops Key Performance Metrics and monitoring
  • Develops playbook for management and support of core product functionality and integration
  • Recommends the nature and scope of present and future product functional specifications and requirements, appraising new product ideas and/or product or packaging changes requiring integration with cleint applications
  • Provides evaluation of source data for product line communications by defining product marketing communication objectives.
  • Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies
  • Key responsibility for the quality of the data in the core product
  • Reviews and coordinates all vendor communications, providing categorization and prioritization
  • Conducts comprehensive documentation reviews of vendor documentation and identify client specific changes
  • Provides documentation on the life cycle of client use of vendor products
  • Provides product life-cycle management for vendor product and client integration
  • Provides level 1 technical support
  • Monitors all change management for vendor products
  • Track all vendor SOW and implementation acceptance
  • Provides UAT coordination and QA coordination in the test region
  • Monitors all loan count volumes and use of the test region
  • Coordinates all vendor cases and synchronization with client's BITR system
  • Maintains internal product documentation
  • Owns and develops the Product Requirements Document that specifies detailed functionality, required integrations, use cases and key metrics that need to be part of the product.
  • Analyzes the technical information from equipment, 3rd party data partners and client environments and providing directions to the development team.
  • Manages and prioritize incorporation of outstanding issues and features into product roadmaps throughout their life cycle.
  • Reviews software bugs identified during beta testing or after release and prioritize action.
  • Helps to define the user model and user interface for new and existing products and features.
  • Collaborates with the Design team to develop high level and/or detailed storyboards, mockups, and prototypes to effectively communicate interaction and design ideas.
  • Supports multiple projects simultaneously while meeting tight deadlines.
  • Collaborates daily with the Design, Development and Project Management Teams.
  
  Qualifications
  
  
  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The qualified candidate must have:
  • Excellent attention to detail.
  • Ability to multi-task and consistently meet multiple deadlines.
  • Strong verbal and written communication skills.
  • Ability to work in a team environment.
  • Strong customer-service orientation.
  • Ability to use good judgment.
  Competencies: To perform the job successfully, an individual should demonstrate the following:
  A d aptability - Adapts to changes in the work environment. Manages competing demands. Changes approach or method to best fit the situation. Able to deal with frequent change delays, or unexpected events.
  Business Ethics - Treats people with respect. Keep commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values.
  Communications - Expresses ideas and thoughts verbally. Expresses ideas and thoughts in written form. Expresses ideas and thoughts in written form. Exhibits good listening and comprehension. Keeps others adequately informed. Selects and uses appropriate communication method.
  Customer Service - Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
  Dependability - Responds to requests for service and assistance. Follows instructions, responds to management direction. Takes responsibility for own actions. Commits to doing the best job possible. Keeps commitments. Meets attendance and punctuality guidelines.
  T eamwork - Balances team and individual responsibilities. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Contributes to building a positive team spirit. Puts success of team above own interests.
  E ducation/Experience: High school diploma or general education degree (GED) required. Associate's degree (A. A.) from two-year College preferred. Two to four years' related experience and/or training required. Two years of residential loan servicing experience preferred. Requires basic understanding of systems development lifecycle methodologies.
  Language Ability: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
  M athematical Ability: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
  Reasoning Ability: Ability to apply common sense understanding to carry out detailed written or oral instructions with minimal supervision. Ability to deal with problems involving a few concrete variables in standardized situations.
  Computer Skills: Working knowledge of and experience with Microsoft Office (Word, Excel, and Outlook). Previous experience with MSP, Black Knight/LPS and Fiserv preferred. Additionally, a strong knowledge of
  2
  Created – 12/11/2018
  Revised – 12/19/2018
  Project/Project Server, Team Foundation, Visio, SharePoint, Exchange; internet software; database software; and mortgage loan servicing systems. Ability to extract, manipulate and analyze data using complex SQL query statements and advanced database tools.
  Certificates and Licenses: N/A Supervisory Responsibilities: N/A Travel: Some travel may be required.
  W ork Environment:
  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  This position works in a typical office environment with moderate noise levels.
  P h y sical Demands:
  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  The employee is regularly required to sit while working at a desk, occasionally standing, walking, and using hands to lift and/or move up to 25 pounds. May also climb or balance; stoop, kneel, crouch or crawl. Needs to be able to talk and hear, but no special vision is required beyond the ability to see in order to read.
  The company for this role is committed to the total wellbeing of its employees and therefore offers one of the best benefits packages available in the industry today, which includes:
  • Paid Time Off (PTO)

  • Medical, Dental &Vision

  • Employee Assistance Program

  • Flexible Spending Account

  • Health Savings Account

  • Paid Holidays

  • Company paid Life Insurance

  • Matching 401(k) Plan
  
  
  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The qualified candidate must have:
  • Excellent attention to detail.
  • Ability to multi-task and consistently meet multiple deadlines.
  • Strong verbal and written communication skills.
  • Ability to work in a team environment.
  • Strong customer-service orientation.
  • Ability to use good judgment.
  Competencies: To perform the job successfully, an individual should demonstrate the following:
  A d aptability - Adapts to changes in the work environment. Manages competing demands. Changes approach or method to best fit the situation. Able to deal with frequent change delays, or unexpected events.
  Business Ethics - Treats people with respect. Keep commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values.
  Communications - Expresses ideas and thoughts verbally. Expresses ideas and thoughts in written form. Expresses ideas and thoughts in written form. Exhibits good listening and comprehension. Keeps others adequately informed. Selects and uses appropriate communication method.
  Customer Service - Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
  Dependability - Responds to requests for service and assistance. Follows instructions, responds to management direction. Takes responsibility for own actions. Commits to doing the best job possible. Keeps commitments. Meets attendance and punctuality guidelines.
  T eamwork - Balances team and individual responsibilities. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Contributes to building a positive team spirit. Puts success of team above own interests.
  E ducation/Experience: High school diploma or general education degree (GED) required. Associate's degree (A. A.) from two-year College preferred. Two to four years' related experience and/or training required. Two years of residential loan servicing experience preferred. Requires basic understanding of systems development lifecycle methodologies.
  Language Ability: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
  M athematical Ability: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
  Reasoning Ability: Ability to apply common sense understanding to carry out detailed written or oral instructions with minimal supervision. Ability to deal with problems involving a few concrete variables in standardized situations.
  Computer Skills: Working knowledge of and experience with Microsoft Office (Word, Excel, and Outlook). Previous experience with MSP, Black Knight/LPS and Fiserv preferred. Additionally, a strong knowledge of
  2
  Created – 12/11/2018
  Revised – 12/19/2018
  Project/Project Server, Team Foundation, Visio, SharePoint, Exchange; internet software; database software; and mortgage loan servicing systems. Ability to extract, manipulate and analyze data using complex SQL query statements and advanced database tools.
  Certificates and Licenses: N/A Supervisory Responsibilities: N/A Travel: Some travel may be required.
  W ork Environment:
  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  This position works in a typical office environment with moderate noise levels.
  P h y sical Demands:
  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  The employee is regularly required to sit while working at a desk, occasionally standing, walking, and using hands to lift and/or move up to 25 pounds. May also climb or balance; stoop, kneel, crouch or crawl. Needs to be able to talk and hear, but no special vision is required beyond the ability to see in order to read.
  The company for this role is committed to the total wellbeing of its employees and therefore offers one of the best benefits packages available in the industry today, which includes:
  • Paid Time Off (PTO)

  • Medical, Dental &Vision

  • Employee Assistance Program

  • Flexible Spending Account

  • Health Savings Account

  • Paid Holidays

  • Company paid Life Insurance

  • Matching 401(k) Plan
  
  
  To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned.
  • Maintains design and implementation of lifecycle documentation for core product. Including vendor contacts, contracts and licenses, Installation, maintenance, configuration, upgrade, and lights-on monitoring.
  • Coordinates as support of helpdesk and second level product support
  • Develops Key Performance Metrics and monitoring
  • Develops playbook for management and support of core product functionality and integration
  • Recommends the nature and scope of present and future product functional specifications and requirements, appraising new product ideas and/or product or packaging changes requiring integration with cleint applications
  • Provides evaluation of source data for product line communications by defining product marketing communication objectives.
  • Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies
  • Key responsibility for the quality of the data in the core product
  • Reviews and coordinates all vendor communications, providing categorization and prioritization
  • Conducts comprehensive documentation reviews of vendor documentation and identify client specific changes
  • Provides documentation on the life cycle of client use of vendor products
  • Provides product life-cycle management for vendor product and client integration
  • Provides level 1 technical support
  • Monitors all change management for vendor products
  • Track all vendor SOW and implementation acceptance
  • Provides UAT coordination and QA coordination in the test region
  • Monitors all loan count volumes and use of the test region
  • Coordinates all vendor cases and synchronization with client's BITR system
  • Maintains internal product documentation
  • Owns and develops the Product Requirements Document that specifies detailed functionality, required integrations, use cases and key metrics that need to be part of the product.
  • Analyzes the technical information from equipment, 3rd party data partners and client environments and providing directions to the development team.
  • Manages and prioritize incorporation of outstanding issues and features into product roadmaps throughout their life cycle.
  • Reviews software bugs identified during beta testing or after release and prioritize action.
  • Helps to define the user model and user interface for new and existing products and features.
  • Collaborates with the Design team to develop high level and/or detailed storyboards, mockups, and prototypes to effectively communicate interaction and design ideas.
  • Supports multiple projects simultaneously while meeting tight deadlines.
  • Collaborates daily with the Design, Development and Project Management Teams.

• About the company

  Full Potential Solutions (FPS) is a new kind of performance-based outsourcing firm that puts culture and employees first, because we believe that happy, fulfilled teams accomplish great things.

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