[Hiring] Customer Support Specialist @Ncontracts

Role Description

The Customer Support Specialist I – Lending Compliance is responsible for providing compliance and general assistance to Ncontracts clients and staff who use our Lending Compliance systems, including HMDA, CRA, and Fair Lending. This role delivers exceptional client support while maintaining a strong understanding of mortgage compliance and regulatory environments. The Specialist is a key contributor to client satisfaction and the overall success of the support team.

• Deliver top-tier customer service for clients across all Ncontracts Lending Compliance software products, ensuring timely and accurate resolution of inquiries.
• Thoroughly document all client interactions in the Help Desk tracking system (Salesforce); escalate complex or sensitive issues as appropriate.
• Maintain a working knowledge of Ncontracts product usage within designated operating systems, networks, hardware, databases, and peripherals.
• Act as liaison between clients and third-party vendors to determine and document specifications; use Ncontracts utilities to create screenshots, map data, and program logic as needed.
• Review compliance rulesets to ensure Ncontracts products operate within acceptable regulatory standards.
• Liaise with the Development team to ensure proper implementation of established compliance policies.
• Review internal reports and analytics to verify alignment with external banking regulations.
• Monitor operations and procedures across software solutions to ensure overall compliance.
• Participate in client- or Ncontracts-specific product testing as needed.
• Support Sales, Development, and Training staff as requested.
• Proactively identify trends in client issues and communicate findings to leadership to drive process improvement.
• Maintain and grow knowledge of federal, state, and local lending regulations including HMDA, CRA, NMLS Mortgage Call Reports, and Reg. C.

Qualifications

• Strong client service orientation with the ability to communicate complex regulatory topics clearly and professionally.
• Knowledge of mortgage compliance and regulatory environments (HMDA, CRA, Fair Lending, Reg. C).
• High level of proficiency in software troubleshooting and support.
• Effective time management and organizational skills.
• Excellent interpersonal communication skills via phone, video, and written formats.
• Professional, proactive, and positive work ethic.
• Ability to work cross-functionally with clients, co-workers, and third parties in a tactful and professional manner.

Requirements

• 3+ years of experience in software support or a banking/financial institution environment.
• Knowledge of mortgage compliance and regulatory environments, including HMDA, CRA, Fair Lending.
• High level of proficiency in the installation, use, and troubleshooting of software systems.
• Excellent written and verbal communication skills.
• Undergraduate degree preferred, or equivalent combination of education and experience.

Preferred Education and Experience

• Salesforce experience, especially Service Cloud.
• Experience with Help Desk or case management ticketing systems.
• Familiarity with SaaS support environments.
• Strong Excel and reporting background.
• Experience participating in software testing or product release coordination.
• Experience with NMLS Mortgage Call Reports.

Benefits

• A fun, fast-paced work environment.
• Responsible PTO Plan that meets or exceeds state and local medical and family leave laws.
• 11 paid holidays.
• Community and social events to keep you connected and engaged.
• Mental Health Benefits.
• Medical, Dental and Vision insurance.
• Company-paid Group Life Insurance, Short- and Long-Term Disability.
• Flexible Spending Account & Health Savings Account.
• Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice.
• Pet Insurance.
• 401 (k) with company match with eligibility on Day 1 of employment.
• 2 Paid Volunteer Time Off Days.
• And much more!

Work / Team Environment

A fun, fast-paced work environment that encourages teamwork and strong customer service skills. This position is primarily remote, utilizing standard office equipment including computers and phones, with regular video conferencing.

Position Type / Expected Hours of Work

Full-time position, Monday through Friday, during normal business hours in the appropriate time zone. Evening and weekend work may be required as job duties demand.

Travel

Less than 5%. Travel may be requested for company conferences, team meetings, or client visits.

AAP/EEO Statement

Ncontracts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.