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About the Role

In this challenging, hands-on role, you will support defi's Auto Loan Originations and Servicing Products by interfacing directly with system administrators and key business decision makers. You will be the "Face of defi SOLUTIONS" in supporting and providing analysis to our clients, helping defi deliver the next generation lending experience through collaboration, issue resolution, and feedback gathering. This is a Level 2 Technical Application Support position focused on troubleshooting business applications, analyzing data, and supporting software products, not IT Help Desk functions.

Responsibilities

Review client configurations and business processes to address challenges and satisfy business needs
Analyze, troubleshoot, and resolve complex application issues
Triage cases to isolate issues and determine priority and resolution path
Identify opportunities to enhance client product experiences
Effectively interact and communicate with internal stakeholders to deliver on client expectations
Advocate for clients by escalating urgent requests and efficiently prioritizing cases
Determine resolution or alternatives, develop and implement solutions, or engage appropriate resources
Identify roadblocks and drive progress to resolution
Efficiently manage assigned cases and prioritize workload to meet Internal and client SLAs
Support software QA testing and validation
Perform other duties as required

Requirements

Minimum of three to five (3-5) years' experience in lending, financial services, technology, and/or SaaS companies
Experience working in high volume case or ticketing queues
Basic SQL query abilities/experience
Excellent critical thinker; demonstrating strong problem-solving skills
Analytical and process oriented
Detailed and thorough
Excellent oral and written communication skills
Demonstrates accountability and personal ownership
Self-starter with a passion for client satisfaction
ServiceNow experience preferred
Loan Servicing experience preferred
Accounting experience preferred

Skills

Troubleshooting business applications
Analyzing data
Supporting software products
SQL
Critical thinking
Problem-solving
Analytical skills
Process orientation
Attention to detail
Communication skills
Accountability
Personal ownership
Client satisfaction
ServiceNow
Loan Servicing
Accounting

Experience Level

3-5 years

About the Company

defi SOLUTIONS is a pioneer in end-to-end, SaaS loan originations, servicing, and managed servicing solutions.
Customers include the highest-volume captive auto lenders, banks, credit unions, and finance companies in North America.
Has more than three decades of experience helping lenders reduce time-to-market, streamline operations, and customize lending processes with proven, scalable performance.

Equal Opportunity

defi SOLUTIONS is an Equal Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.