Loan Origination System Support Analyst

CSI•Remote - Kentucky, KY

About The Position

CSI is seeking a Loan Origination System Support Analyst to join the growing Hawthorn River team. This role supports financial institutions by providing expertise in loan operations, loan documentation, lending software, and customer support. The ideal candidate will have hands-on experience generating and reviewing loan documentation across commercial, consumer, and real estate lending environments and enjoy helping banks maximize their use of lending technology. This position serves as a trusted resource for customers throughout the loan lifecycle, helping resolve support requests, research complex issues, provide product guidance, and ensure successful utilization of the Hawthorn River lending platform.

Requirements

Minimum of five years of relevant experience in banking, lending operations, loan documentation, loan servicing, loan administration, or loan origination support.
Experience generating and/or reviewing consumer, commercial, and real estate loan documentation.
Strong understanding of loan operations and the end-to-end lending process.
Familiarity with real estate lending documentation and TRID-related consumer lending documentation.
Experience working with loan origination systems, loan documentation systems, and lending software platforms.
Strong analytical and problem-solving skills.
Excellent verbal and written communication skills.
Ability to manage multiple priorities while providing exceptional customer service.
Strong attention to detail and documentation skills.
Applicants must be authorized to work in the United States without the need for sponsorship now or in the future.

Nice To Haves

Experience working in community banking environments.
Experience supporting loan origination software systems, including configuration, maintenance, and user support.
Working knowledge of consumer and commercial lending compliance requirements.
Experience with loan document generation platforms such as LaserPro or similar solutions.
Salesforce experience is a plus.
Experience with ticketing systems such as ClickUp, Jira, or similar support platforms.
Experience providing customer training or product support.
Fintech or banking technology experience preferred.

Responsibilities

Serve as a primary support resource for financial institutions utilizing Hawthorn River lending solutions.
Manage and resolve customer support requests submitted through ClickUp and other support channels.
Assist customers with issues related to the loan lifecycle, including: Loan application setup, configuration, and workflow management, Loan document generation, TRID disclosure processing, Collateral, appraisal, flood, and title management, Fee setup and payment calculations, User administration, permissions, and system troubleshooting, Loan booking, Loan renewals, modifications, and post-closing activities, Reporting functions.
Research and troubleshoot customer-reported issues, coordinating with internal teams and third-party providers when necessary.
Support customers utilizing loan documentation solutions and lending workflows.
Work directly with financial institutions to identify root causes and recommend solutions.
Develop post-conversation action plans to ensure customer success and issue resolution.
Create and maintain knowledge base documentation, support guides, and issue-resolution resources.
Identify recurring customer issues and provide product feedback to internal teams.
Gather customer requirements and assist with projects designed to improve product utilization.
Provide virtual training and guidance to customers.
Conduct system utilization reviews and recommend best practices.
Assist with testing product updates and releases.
Support new customer onboarding and training initiatives as needed.
Serve as an escalation resource for more complex customer issues requiring research and analysis.