Application Product Support Analyst I
Company: Origence
Location: Irvine
Posted on: April 2, 2026
|
|
|
Job Description:
About Origence With 30 years at the forefront of fintech
innovation, we specialize in SaaS lending solutions that lead the
industry. Our core mission is customer-centric, focusing on
empowering Credit Unions across the United States with the tools to
offer accessible, competitive lending services. We're deeply
committed to enhancing the financial ecosystem for a broad network
of credit unions, members and auto dealers. We invest in our
greatest assets, our employees, and foster a culture of innovation
and ownership through freedom and responsibility. We celebrate
fiscal accountability, operational rigor and efficiency to create a
sustainably healthy and robust business for the long term. The
Application Product Support Analyst I's primary role consists of
serving as an integral part of the Client and Product Support team
which is our organization?s first point of contact for system
issues with CU Direct product applications. Provide exceptional
service and support to both external and internal clients where the
primary goal is prompt response and resolution to client issues.
Department hours are between 4:30am to 6:00pm Pacific Time Zone.
Shifts vary depending on time zone. What you will be doing:
Application Product Support Develop and maintain technical and
operational expertise for CU Direct products and systems.
Demonstrate a strong aptitude for problem-solving and the ability
to resolve issues while retaining a strong customer service focus.
Provide high-quality technical support and customer service via
telephone and/or electronically to CU Direct clients for all
product applications and provide resolution/workaround or
escalation for application product issues, as applicable. Client
Support Demonstrate strong interpersonal skills with good verbal
and written communication to clearly and concisely communicate
appropriate level of instruction to staff, clients and/or
third-party vendors who may have limited technical knowledge.
Maintain comprehensive case documentation in ticketing systems and
ensure understanding of case process and follow the guidelines as
outlined by management. Coordinate communications between staff,
clients and/or third-party vendors to gather details and identify
the scope of reported issues. Ensure proper communication to the
client is made in a timely manner and keep track of high-profile
client issues and provide alerts to team leadership. Understand
client expectations, show empathy and urgency and escalate issues
appropriately. Look for opportunities to contribute outside area of
primary responsibility to support the organization, team and client
experience. Maintain security and integrity controls of all
confidential client data and account information. The Ideal
Candidate: Education High School diploma or equivalent experience.
Some college work in an IT field is a plus. Specialized seminars
and/or training in indirect lending, credit bureau functions or
other financial-related subjects is a plus. Experience Familiarity
with PC operating systems and usage, internet web browsers, etc.
Working knowledge of remote access tools and web browsers such as
MS Teams, GoToAssist, Chrome and Firefox. A minimum of one (1) year
technical support experience. Familiarity with the general
foundation of indirect lending; background in underwriting is a
plus Perks and Benefits Flexible Working Environment Paid Time Off
401k (8% match) College Tuition Benefits/ Tuition Reimbursement
Good Benefits options Company Culture! Cultural and Holiday
celebrations, Theme days like Star Wars Day & Bring your Kids to
Work Day, Monthly Townhalls and Quarterly Company Meetings that
ensure awareness, inclusion, and transparency. The starting hourly
range for this full-time position is $21 - $27 per hour. This base
pay will take into consideration internal equity, candidate?s
geographic region, job-related knowledge and experience among other
factors. Origence maintains a highly competitive compensation
program. Under company guidelines, this position is eligible for an
annual bonus to provide an incentive to achieve targeted goals.
Bonuses are awarded at company?s discretion on an individual basis.
Origence is an equal opportunity employer. All recruitment, hiring,
training, compensation, benefits, discipline, and other terms and
conditions of employment will be based upon an individuals?
qualifications regardless of race, religion, color, sex, gender
identity, sexual orientation, national origin, ancestry, military
service, marital status, pregnancy, age, protected medical
condition, genetic information, disability or any other category
protected by federal, state or local law.
Keywords: Origence, Diamond Bar , Application Product Support Analyst I, IT / Software / Systems , Irvine, California
