Customer Support Specialist 1

Ncontracts

1d•$60,000 - $80,000•Remote

About The Position

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.

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

Nice To Haves

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

Responsibilities

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

Benefits

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