LOAN TECH SUPPORT SPECIALIST

Logan Finance Corporation• US,

1d•$0 - $29

About The Position

The Loan Tech Support Specialist provides first-level support for all loan systems within the Mortgage Technology team. These systems are supported by following defined operational processes and established system configurations. The Loan Tech Support Specialist strives to ensure that questions and issues related to Sales and Operations teams are resolved and/or communicated in a manner that delivers an exceptional customer experience and maintains an efficient loan origination process.

Requirements

2–3 years of work experience in residential mortgage origination technology and loan origination system (LOS) environments.
Experience supporting end users as it relates to Encompass, Optimal Blue, and/or nCino/SimpleNexus.
Recent hands-on experience working within Encompass LOS in a production mortgage environment strongly preferred.
Strong written and verbal communication skills.
Understands the importance of learning and following defined processes.
Problem solver who can resolve issues effectively and creatively while maintaining a high level of professionalism and integrity.
Self-starter with a work demeanor that exhibits flexibility, drive, and dependability.
Ability to read and understand system logic, business rules, and field-based conditions (e.g., IF/THEN logic).
Comfortable working within rule-based systems and identifying discrepancies between expected and actual system outcomes.
Strong analytical thinking skills and ability to troubleshoot by reviewing system settings and configuration behavior.
Bachelor’s Degree or equivalent relevant experience.

Responsibilities

Serve as the initial point of contact in resolving technical support questions related to the production and support of loans.
Analyze and troubleshoot system behavior within Encompass and related platforms.
Clearly document issue details, reproduction steps, and observed system behavior to support internal escalation when necessary.
Identify discrepancies between expected and actual system outcomes by reviewing business rules, field logic, and configuration settings.
Create and maintain structured support documentation, such as FAQs and how-to guides, to promote consistent system usage.
Represent the voice of Sales, Operations, and the customer when documenting and communicating system issues.
Partner with Product Owners and other Loan Tech Support Specialists to hand off and/or resolve more complex operational issues.
Utilize the Help Desk system to record, track, and follow up on questions or issues in a timely, organized, and professional manner.
Perform user provisioning and maintenance activities, including broker and employee account setup, access updates, role modifications, and other system maintenance tasks in accordance with documented procedures and internal controls.
Communicate technical findings clearly and professionally to both technical and non-technical audiences.