Loan Support Administrator

CrossCountry Mortgage, LLC

6d•Onsite

About The Position

The Loan Support Administrator is responsible for providing guidance to CrossCountry Mortgage employees by way of telephone and virtual communications. The Loan Support Administrator is the first point of contact for any inbound phone calls to Loan Support and is responsible for logging and creating a support case. In addition, this position handles any cases as appropriate based on the complexity of the question and/or request. The Loan Support team acts as a central point of contact for Branch and Corporate employees in need of assistance with loan level lending solutions and collaborates with subject matter experts in Underwriting, Closing, Secondary, Compliance, IT and other departments to provide assistance. This position operates within Pacific Standard Time Zone working hours to support the West Coast region.

Requirements

Minimum 2 years’ experience providing direct support and/or customer service to internal employees or customers.
1-2 years’ experience working in a production role (Loan Processor, Loan Officer, Loan Officer Assistant, Closer, Funder, Disclosure Desk, or Underwriter) in the mortgage industry.
Knowledge of mortgage loan origination activities, loan programs, and regulatory requirements.
Excellent customer service and communication skills.
Proficient in Microsoft Word, Excel, Outlook.

Nice To Haves

Associate’s degree or equivalent combination of education/experience, preferred.
Experience using Encompass360 Banker’s Edition in a production role, preferred.
Experience utilizing a ticketing system to handle support questions, preferred.

Responsibilities

Answer inbound phone calls coming into the Loan Support team and log the cases in the internal ticketing system accordingly.
Provide daily loan level support for all company employees via an internal ticketing system, by answering inbound phone calls, email, and in-person questions for company systems and software.
Provide guidance and troubleshooting assistance to Loan Officers, Loan Processors, Underwriters, and others on the usage of loan origination systems and services.
Assist Loan Officers and Loan Processors in finding answers regarding loan eligibility and lending guidelines.
Perform loan level administrative tasks within the loan origination system.
Track tasks, activities, and time spent within the ticketing system.
Collaborate among team members and work effectively in a team.