Consumer Loan Closing Support Specialist - Remote in FL, GA, AL, SC, NC, VA, TX, CO

Southstate Bank•Va, NC

5d•Remote

About The Position

The Consumer Loan Closing Support Specialist provides operational support throughout the consumer real estate loan closing process, ensuring accuracy, compliance, and timely completion of transactions. Supported products include HELOCs, manufactured homes without land, and HELOC and mortgage modification products. The specialist works with lenders, underwriters, processors, and closers to resolve issues and provide a smooth, compliant borrower experience from approval through funding. Candidates may be located in FL, GA, AL, VA, SC, NC, TX, or CO. This is a remote position requiring a secure, distraction-free work setting and reliable internet connection; cable or fiber is preferred, and mobile hotspots are not acceptable. The role handles support requests involving matters such as automatic transfers, flood determinations, title work, insurance, initial disclosures, titling, purchase contracts, surveys, VIN verification, entity documentation, payoffs, settlement and closing statements, and funding. The specialist documents request details, prioritizes and schedules issues, resolves them within established service-level agreements, and escalates them as appropriate. The position requires strong customer service, organization, communication, problem-solving, and the ability to work independently and in a fast-paced team environment. The position requires a high school diploma; a college degree in a related field is preferred. Candidates need one to three years of experience with consumer real estate loans and consumer loan documentation. Experience with loan processing and/or closing real estate transactions is preferred. Required training includes annual compliance training, New Employee Orientation, the Consumer Loan Closing Lender Support Team onboarding plan, and additional relevant training identified by management. The role involves frequent computer use and extended periods sitting or standing, along with the ability to communicate in person, by phone, and electronically, and to bend and reach.

Requirements

High school diploma required.
One to three years of experience with consumer real estate loans and consumer loan documentation required.
Microsoft Word, Excel, Adobe, and Outlook.
Exceptional time-management and organizational skills.
Excellent communication skills, including oral, written, and interpersonal communication.
Basic computer knowledge and ability to learn department software and new programs implemented by the bank.
Ability to adapt to changes directed by leadership, handle simultaneous tasks, and meet timelines and deadlines.
Ability to provide a high level of service to internal and external customers.
Ability to work independently and in a team environment, including under minimal supervision.
Ability to thrive in a fast-paced consumer loan closing support environment.
Ability to solve problems and escalate issues appropriately.
Basic math skills.
Ability to apply common sense to instructions, interpret documents, and understand procedures.
Strong rapport-building, listening, questioning, and interpersonal skills.
Ability to follow documented procedures and independently research answers when procedures are unavailable.
Ability to communicate in person, by phone, and through electronic channels.
Ability to use a computer frequently, including typing and sustained attention to a monitor.
Ability to sit, walk, and/or stand for extended periods and to bend and reach.
For remote work, a secure, distraction-free setting and reliable internet connection are required; cable or fiber is preferred and mobile hotspots are not acceptable.

Nice To Haves

College degree in a related field.
Experience with loan processing and/or closing real estate transactions.
Knowledge of NewGen.

Responsibilities

Build rapport with support-team lenders and customers and elicit details about requests or issues.
Provide courteous, tactful service to managers, coworkers, and customers, supporting internal service quality and a positive borrower experience.
Respond to and resolve assigned support requests within established service-level agreements, including questions about automatic transfers, flood determinations, title work, insurance, initial disclosures, titling, purchase contracts, surveys, VIN verification, entity documentation, payoffs, settlement or closing statements, and funding.
Document pertinent employee identification information, including the person’s name, contact information, and the nature of the request or issue.
Prioritize and schedule requests and issues.
Escalate requests and issues to the appropriate department when required.
Alert management to emerging trends in requests or incidents.
Take ownership of tasks and challenges encountered in the operation of the assigned position.
Complete required annual compliance training, New Employee Orientation, team onboarding, and other relevant training identified by management.
Perform other duties as assigned.