Midwest Loan Support Specialist
About The Position
The Loan Support Specialist is responsible for providing guidance to all employees. This ranges from answering “how-to” questions, providing advanced guidance on the use of loan origination systems and solving technical issues related to mortgage systems. The Loan Support Specialist creates procedures for leveraging support resources and develops self-help documentation and resources. This position is the central point of contact for Loan Officers and Loan Processors in need of assistance with lending activities and collaborates with subject matter experts in Underwriting, Closing, Secondary, Compliance, IT, and other departments to provide that assistance. This position operates within Mountain Standard Time Zone working hours to support the Midwest region.
Requirements
- Knowledge of mortgage loan origination activities, loan programs, and regulatory requirements.
- Knowledge on the use of verification, credit, appraisal, title, pricing, and automated underwriting services as they relate to mortgage loan origination.
- Excellent customer service skills.
- Proficient in Microsoft Word, Excel, Outlook.
Nice To Haves
- Associate’s degree or equivalent combination of education/experience; bachelor’s degree, preferred.
- Minimum 2 years’ experience as a Loan Processor or Loan Officer in the mortgage industry, preferred.
- Minimum 3 years’ experience using Encompass360 Banker’s Edition in a production role, preferred.
- Minimum 2 years’ experience providing direct support to employees or customers, preferred.
- Experience utilizing a ticketing system to handle Loan Support questions, preferred.
Responsibilities
- Provide daily loan support for all company employees via a ticketing system, inbound phone calls, email and in person for all 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.
- Responsible for loan level administrative tasks within the loan origination system.
- Track tasks, activities and time spent within the ticketing system.
- Provide customer service in person, on the phone and via ticketing system.
- Collaborate among team members.
Benefits
- medical
- dental
- vision
- 401K
- company-provided short-term disability
- employee assistance program
- wellness program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
