Written Support Specialist

Veterans United Home Loans•Columbia, MO

About The Position

As a Written Support Specialist, you’ll be the go-to person for helping borrowers through email, web chat, and social media—making sure they get the answers and support they need in a friendly and informative way. You’ll handle inquiries, provide accurate information, and keep detailed records of all interactions. While you’ll be guiding borrowers through the process, you’ll follow company policies and industry guidelines, which means no taking loan applications or discussing loan terms. The company is looking for individuals who show up consistently for work, thrive in a fast-paced, results-driven environment, and love working as part of a team. Attention to detail, adaptability, and the ability to juggle multiple priorities are important. Strong customer service, clear communication, conflict navigation, and quantitative/analytical skills are also valued. Comfort with technology and basic computer systems is expected, along with a dedicated work ethic and the ability to work well under pressure.

Requirements

Experience navigating mortgage software/CRM systems, Encompass, Outlook
At least 6 months of experience as a customer service representative or similar role
Working knowledge of any of the following: PC, Mac, Android, Apple or Linux systems
Show up consistently for work, (11:00am-7:00pm Mon-Fri or 12:00pm-8:00pm Mon-Fri)
Thrive in a fast-paced, results-driven environment and love working as part of a team.
Details matter to you, and you’ve got an eye for catching the little things that make a big difference.
Adaptable, thrive in fast-paced environments, and can juggle multiple priorities while staying on top of deadlines.
Know how to create a great experience for others with excellent customer service, clear and effective communication, and the ability to navigate conflicts with confidence.
Strong quantitative and analytical skills help you make smart, data-driven decisions that drive results.
Comfortable with technology and can navigate basic computer systems with ease.
Dedicated work ethic and a demonstrated ability to work well under pressure.

Responsibilities

Being the first point of contact for borrowers who reach out via email, social media, phone, and web chat—offering top-notch customer service to both customers and teammates.
Answering general questions about the VA loan process through email, web chat, and phone while following guidelines that prohibit discussing loan terms.
Keeping track of borrower interactions using systems like CRM, Cisco Finesse, and the Web Chat platform to ensure everything is well-documented.
Pitching in wherever needed (excluding licensed tasks) to help foster a supportive and collaborative team culture.