NEO - Tinman Support Specialist

Better Mortgage

3d•Hybrid

About The Position

Better is the first AI-native mortgage and home equity finance company, revolutionizing one of the largest financial markets in the world. We make home finance radically more transparent; using AI and proprietary technology to eliminate friction from the mortgage process through our industry-leading AI platform, Tinman®, and the first voice-based AI mortgage assistant, Betsy™. Our mission is simple: make homeownership cheaper, faster and more accessible by transforming how people buy and finance homes. The facts that speak for themselves: We’ve funded over $110 billion in loans (more than any other fintech in the US!) Raised over $1.2 billion in equity capital to modernize the $15 trillion mortgage industry Better’s propriety AI platform makes us an award-winning lender: Fintech Breakthrough Award 2025: Best Lending Innovation Yahoo! Finance (Jan 2025): Best Mortgage Lender for First-Time Homebuyers – Best for quick approval Yahoo! Finance (2025): Best Online Mortgage Lender Money Magazine (2025): Best for fast closing Forbes (2023): Best Online Mortgage Lender We’re building the future of home finance - and we’re looking for smart, driven, ambitious innovators who are ready to tackle the most impactful work of their careers. Position Summary The Tinman Support Specialist is responsible for delivering frontline support, troubleshooting, and user enablement for Better’s proprietary loan origination system, Tinman. As the liaison between mortgage operations teams (Loan Consultants, Processors, Underwriters, Closers) and internal Product/Engineering teams, this role ensures seamless and effective use of Tinman across the loan lifecycle.

Requirements

Strong attention to detail, organizational and communication skills.
Strong analytical, judgement and managerial skills
Excellent verbal and written communication
Demonstrated ability to adapt to a rapidly changing federal and state regulatory environment.
Ability to prioritize and meet deadlines.
Strong interpersonal and teamwork skills and ability to influence through collaboration.
Self-motivated, with a high level of personal energy and commitment.
Minimum requirement includes a high school diploma or equivalent; additional coursework in finance or a related field is advantageous.

Responsibilities

Serve as the first point of contact for user-submitted Tinman issues via Teams and JIRA.
Monitor, respond to, and resolve support tickets efficiently and professionally.
Maintain thorough documentation of system bugs, resolution paths, and repeat issue trends.
Track 'repeat offenders' and systemic problems to aid in prioritization of fixes.
Assist in identifying and triaging basic Tinman bugs.
Collaborate with Product and Engineering to escalate and track technical issues.
Manage user access issues including role misassignments and access grant errors.
Maintain and improve access provisioning documentation and troubleshooting guides.
Learn and eventually take ownership of Tinman pipeline setup processes.
Provide hands-on setup support and ensure data integrity during pipeline initialization.
Review task triggers, milestone behaviors, and backend logic to identify blockers and errors.
Build familiarity with tasks such as 'UploadGiftLetterV4' and 'MilitaryServiceV2'.
Contribute to or create internal reference materials, how-to guides, and process documentation.
Support the onboarding of new users and improve general system literacy.
Offer direct support to users for complex troubleshooting (once ramped).
Partner with stakeholders across departments to guide end users through technical issues.
Participate in UAT (User Acceptance Testing) for new features, enhancements, or bug fixes.
Collaborate with Data and Ops teams to validate Tinman data and assist with cleanup efforts.
Adopts NEOs values in work behavior, decision making, contributions and interpersonal interactions.
Promotes interdepartmental communication and culture.
Lead, develop and motivate the team across all locations and operational functions.
Continued focus to ensure all families (Internal and External) are receiving the best possible service.

Benefits

Competitive compensation reliant on ability and experience.
Comprehensive healthcare, retirement, and voluntary benefits. Think medical, dental, vision, health savings accounts, 401k, and more.
Personalized care and tools for realizing your mental health and wellness goals.
Flexible PTO program second to none.
Option for remote and hybrid work arrangements available.
Additional benefit perks and discounts.

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