Loan Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Offer daily loan assistance to all company staff through a ticketing system, incoming phone calls, emails, and face-to-face interactions.

• Provide guidance and troubleshooting support to Loan Officers, Loan Processors, Underwriters, and others regarding loan origination systems and services.

• Assist Loan Officers and Loan Processors in understanding loan eligibility and lending guidelines.

• Execute loan-level administrative tasks within the loan origination system.

• Monitor tasks, activities, and time spent in the ticketing system.

• Deliver customer service in person, over the phone, and through the ticketing system.

• Work collaboratively with team members.

• Develop procedures to optimize support resources.

• Create self-help documentation and resources.

• Collaborate with subject matter experts in Underwriting, Closing, Secondary, Compliance, IT, and other departments.

⛳️ Requirements

• Associate’s degree or a relevant combination of education and experience; a bachelor’s degree is preferred.

• A minimum of 2 years’ experience as a Loan Processor or Loan Officer within the mortgage industry is preferred.

• At least 3 years’ experience using Encompass360 Banker’s Edition in a production capacity is preferred.

• A minimum of 2 years’ experience providing direct support to employees or customers is preferred.

• Experience with a ticketing system to manage Loan Support inquiries is preferred.

• Understanding of mortgage loan origination processes, loan programs, and regulatory requirements.

• Familiarity with verification, credit, appraisal, title, pricing, and automated underwriting services related to mortgage loan origination.

• Outstanding customer service skills.

• Proficient in Microsoft Word, Excel, and Outlook.

• Ability to work during Pacific Standard Time Zone hours.

🏝️ Benefits

• Competitive compensation plan.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401K.

• Company-provided short-term disability.

• Employee assistance program.

• Wellness program.

• Comprehensive benefits package.