[Hiring] Loan Support Specialist @CrossCountry Mortgage, LLC

Role Description

The Loan Support Specialist is responsible for providing guidance to all employees. This ranges from answering “how-to” questions, providing advanced guidance on the use of loan origination systems, and solving technical issues related to mortgage systems. The Loan Support Specialist creates procedures for leveraging support resources and develops self-help documentation and resources. This position is the central point of contact for Loan Officers and Loan Processors in need of assistance with lending activities and collaborates with subject matter experts in Underwriting, Closing, Secondary, Compliance, IT, and other departments to provide that assistance.

This position operates within Pacific Standard Time Zone working hours to support the West Coast region.

Job Responsibilities

• Provide daily loan support for all company employees via a ticketing system, inbound phone calls, email, and in person for all company systems and software.
• Provide guidance and troubleshooting assistance to Loan Officers, Loan Processors, Underwriters, and others on the usage of loan origination systems and services.
• Assist Loan Officers and Loan Processors in finding answers regarding loan eligibility and lending guidelines.
• Responsible for loan level administrative tasks within the loan origination system.
• Track tasks, activities, and time spent within the ticketing system.
• Provide customer service in person, on the phone, and via ticketing system.
• Collaborate among team members.

Qualifications

• Associate’s degree or equivalent combination of education/experience; bachelor’s degree preferred.
• Minimum 2 years’ experience as a Loan Processor or Loan Officer in the mortgage industry, preferred.
• Minimum 3 years’ experience using Encompass360 Banker’s Edition in a production role, preferred.
• Minimum 2 years’ experience providing direct support to employees or customers, preferred.
• Experience utilizing a ticketing system to handle Loan Support questions, preferred.
• Knowledge of mortgage loan origination activities, loan programs, and regulatory requirements.
• Knowledge on the use of verification, credit, appraisal, title, pricing, and automated underwriting services as they relate to mortgage loan origination.
• Excellent customer service skills.
• Proficient in Microsoft Word, Excel, Outlook.

Benefits

• Competitive compensation plan.
• Robust benefits package, including medical, dental, and vision.
• 401K plan.
• Company-provided short-term disability.
• Employee assistance program.
• Wellness program.