Customer Support Specialist 1

Ncontracts

10d•$60,000 - $80,000•Remote

About The Position

The Customer Support Specialist I – Lending Compliance provides compliance and general assistance to Ncontracts clients and staff using Lending Compliance systems, including HMDA, CRA, and Fair Lending. The role delivers client support while maintaining knowledge of mortgage compliance and regulatory environments, contributing to client satisfaction and the success of the support team. This position is primarily remote and uses standard office equipment, including computers and phones, with regular video conferencing. It is full-time, Monday through Friday during normal business hours in the appropriate time zone. Evening and weekend work may be required as job duties demand. Travel is less than 5% and may be requested for company conferences, team meetings, or client visits. The role has no formal supervisory authority.

Requirements

At least 3 years of experience in software support or a banking/financial institution environment.
Knowledge of mortgage compliance and regulatory environments, including HMDA, CRA, and Fair Lending.
High proficiency in installing, using, and troubleshooting software systems.
Excellent written and verbal communication skills.
Strong client-service orientation and ability to communicate complex regulatory topics clearly and professionally.
Effective time-management and organizational skills.
Ability to work cross-functionally with clients, coworkers, and third parties in a tactful and professional manner.
Professional, proactive, and positive work ethic.

Nice To Haves

Undergraduate degree, or an equivalent combination of 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.

Responsibilities

Deliver customer service for clients using Ncontracts Lending Compliance software products and resolve inquiries accurately and promptly.
Document client interactions in the Salesforce Help Desk tracking system and escalate complex or sensitive issues as appropriate.
Maintain working knowledge of Ncontracts product usage across designated operating systems, networks, hardware, databases, and peripherals.
Liaise 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 products operate within acceptable regulatory standards.
Work with the Development team to support 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.
Identify trends in client issues and communicate findings to leadership to support process improvement.
Maintain and grow knowledge of federal, state, and local lending regulations, including HMDA, CRA, NMLS Mortgage Call Reports, and Regulation C.

Benefits

Responsible PTO plan that meets or exceeds state and local medical and family leave laws.
11 paid holidays.
Community and social events.
Mental health benefits.
Medical, dental, and vision insurance.
Company-paid group life insurance.
Short- and long-term disability coverage.
Flexible Spending Account and Health Savings Account.
Aflac benefits, including critical illness, cancer protection, and hospital choice coverage.
Pet insurance.
401(k) with company match, with eligibility on Day 1 of employment.
Two paid volunteer time off days.