Wholesale Support Coordinator

Village Capital & Investment•Draper, UT

5d•Onsite

About The Position

The Wholesale Support Coordinator serves as the first point of contact for brokers and internal partners, providing exceptional customer service through phone and email support. This role is responsible for troubleshooting technical issues, answering process questions, coordinating with internal departments, and ensuring timely resolution of support requests. The position works closely with the Wholesale Support Manager, who oversees broker training and department strategy.

Requirements

Strong troubleshooting and critical thinking ability
Ability to multitask in a fast-paced environment
Organized and detail-oriented
Strong problem-solving skills and attention to detail
Maintain knowledge of company products, systems, and wholesale lending processes.

Nice To Haves

Experience with Encompass, TPO portals, and/or LOS systems is a plus

Responsibilities

Respond to support requests accurately and within established service levels.
Create, manage, and follow up on support tickets until resolution.
Coordinate with Account Executives, Operations, etc., and other departments to resolve broker issues.
Assist with broker onboarding logistics, while referring all formal training requests to the Wholesale Support Manager.
Maintain knowledge of company products, systems, and wholesale lending processes.
Help create and update support documentation and knowledge base articles.
Document recurring issues and identify opportunities for process improvements.
Escalate complex technical or policy questions to the Wholesale Support Manager when appropriate.
Troubleshoot technical issues related to the TPO portal, loan submissions, pricing, and general system navigation.