Loan Support Specialist

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

📋 Description

• Deliver daily loan assistance to all company staff through a ticketing system, inbound phone calls, emails, and face-to-face interactions for all company systems and software.

• Offer guidance and troubleshooting support to Loan Officers, Loan Processors, Underwriters, and others regarding the use of loan origination systems and services.

• Aid Loan Officers and Loan Processors in obtaining information about loan eligibility and lending guidelines.

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

• Monitor tasks, activities, and time logged within the ticketing system.

• Provide customer service in person, over the phone, and via the ticketing system.

• Work collaboratively with team members.

• Develop procedures for utilizing support resources and create self-help documentation and materials.

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

⛳️ Requirements

• Associate’s degree or an equivalent combination of education and experience.

• Bachelor’s degree is preferred.

• At least 2 years of experience as a Loan Processor or Loan Officer in the mortgage industry is preferred.

• A minimum of 3 years of experience using Encompass360 Banker’s Edition in a production role is preferred.

• At least 2 years of experience providing direct support to employees or customers is preferred.

• Familiarity with a ticketing system for addressing Loan Support inquiries is preferred.

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

• Knowledge of verification, credit, appraisal, title, pricing, and automated underwriting services as they pertain to mortgage loan origination.

• Exceptional customer service skills.

• Proficient in Microsoft Word, Excel, and Outlook.

• Ability to work during Mountain Standard Time Zone hours to support the Midwest region.

🏝️ Benefits

• Competitive compensation plan.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401K.

• Company-provided short-term disability.

• Employee assistance program.

• Wellness program.

• Comprehensive benefits package.