Loan Support Administrator

CrossCountry Mortgage, LLC

126d • $18 - $20

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.

Requirements

• Associate’s degree or equivalent combination of education/experience, preferred.
• 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.
• Experience using Encompass360 Banker’s Edition in a production role, preferred.
• Experience utilizing a ticketing system to handle support questions, preferred.
• Knowledge of mortgage loan origination activities, loan programs, and regulatory requirements.
• Excellent customer service and communication skills.
• Proficient in Microsoft Word, Excel, Outlook.

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.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401K
• Company-provided short-term disability
• Employee assistance program
• Wellness program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree