MyVU Technical Support Specialist (Monday - Friday, 11am-7pm)

Veterans United•Columbia, MO

About The Position

As a Technical Support Specialist, you’ll be the go-to expert for our borrower portal and a trusted resource for both borrowers and internal loan teams. You’ll help Veterans navigate important tools during their homebuying journey, from enrolling in the portal to uploading and signing documents. Patience, empathy, and clear communication are key, especially when supporting borrowers who may be new to online systems. While you’ll answer general questions about the VA loan process, you’ll always operate within company and legal guidelines, which means you won’t take loan applications or discuss loan terms. Your support helps keep the process smooth, accessible, and stress-free for everyone involved. Here’s a snapshot of what you’d be doing: Serving as the first point of contact for borrowers who need technical help, supporting them over the phone and via email with care and professionalism. Guiding borrowers through portal enrollment, login issues, document uploads, document signing, and locating payment information. Answering general questions about the VA loan process while following guidelines that prohibit discussing loan terms. Troubleshooting technical issues and escalating system or portal concerns to the appropriate teams when needed. Keeping detailed notes and tracking issues to ensure accurate follow-up and resolution. Partnering with internal loan teams to support borrowers and improve the overall experience. Pitching in wherever needed (excluding licensed tasks) to help foster a supportive and collaborative team culture.

Requirements

You bring a strong attention to detail and take pride in getting things right.
Multitasking comes naturally to you, and you can stay focused in a fast-paced, results-driven environment.
Providing excellent customer service is second nature to you, even in challenging situations.
You communicate clearly and confidently, both verbally and in writing.
You enjoy problem-solving and can think analytically when troubleshooting issues.
You work well on a team and value collaboration.
You show up consistently and can be counted on to get the job done.

Nice To Haves

Experience with CRM systems, Encompass, Outlook, MyVU, or supporting users across PC, Mac, Android, Apple, or Linux systems.
At least 6 months of customer service experience is a plus, but not required.

Responsibilities

Serving as the first point of contact for borrowers who need technical help, supporting them over the phone and via email with care and professionalism.
Guiding borrowers through portal enrollment, login issues, document uploads, document signing, and locating payment information.
Answering general questions about the VA loan process while following guidelines that prohibit discussing loan terms.
Troubleshooting technical issues and escalating system or portal concerns to the appropriate teams when needed.
Keeping detailed notes and tracking issues to ensure accurate follow-up and resolution.
Partnering with internal loan teams to support borrowers and improve the overall experience.
Pitching in wherever needed (excluding licensed tasks) to help foster a supportive and collaborative team culture.

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