Location – Buffalo, NY

Department – Technology

Position Description

The Operations Support Specialist is responsible for supporting and contributing to the management and strategic direction of our client driven business. Expectations include ensuring customer needs are met or exceeded through excellent service, proactive communication, operational delivery, and leadership. Operations Support Specialists communicate directly clients and field agents while also collaborating with management on opportunities to grow client business.  Your analytical, communicative and personable nature will give you the edge necessary to exceed internal and client expectations and performance targets.


  • Interaction with company clients (banks and mortgage companies) and field agents
  • Delivery of consistent and thorough client and vendor communication
  • Through the use of proactive pipeline management, effectively identify potential issues and work with internal parties to ensure appropriate escalation and resolution in a timely manner
  • Utilizing a combination of analytics and relationship building, ensure that internal targets for first time quality, on-time delivery, and cost to serve are exceeded
  • Optimize the use of technology to effectively manage the appraisal process and offer continued training opportunities for appraisers on our processes and procedures
  • Ensure transactions are completed in compliance with Federal and State Regulations as well as Appraiser Independence Provisions;
  • Conduct reviews of appraisal reports, Broker Price Opinion (BPO) reports, and alternative product reports (APTrak)
  • Other duties and projects as assigned

Skills and Expertise

  • Bachelor’s or Associate’s degree and/or a minimum of 1-2 years progressive business experience; customer service experience ideal
  • Some experience/knowledge of the mortgage banking, real estate, or appraisal management industry a plus
  • Incredible attention to detail and sound decision making skills
  • Customer service, leadership, sales and communication abilities
  • Excellent written and oral communication skills
  • Competency in basic computer skills and applications
  • Ability to work independently as well as in a fast paced team environment
  • Ability to multi-task
  • Self-starter with enthusiasm and a drive for excellence
  • Caring, understanding and flexible team player

The opportunity is here if you’re ready for it. We take great pride in the work we do and the talented people who work with us. We’re always looking for highly skilled, driven people who value a collaborative, open environment and a flexible, professional culture.