Written Support Specialist

Veterans United • Columbia, MO

6d

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 role involves being the first point of contact for borrowers, answering general questions about the VA loan process, and tracking borrower interactions using systems like CRM, Cisco Finesse, and the Web Chat platform. You will also pitch in wherever needed (excluding licensed tasks) to help foster a supportive and collaborative team culture.

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
• You show up consistently for work, (11:00am-7:00pm Mon-Fri or 12:00pm-8:00pm Mon-Fri).
• You 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.
• Change doesn’t throw you off—you’re adaptable, thrive in fast-paced environments, and can juggle multiple priorities while staying on top of deadlines.
• You 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.
• Your strong quantitative and analytical skills help you make smart, data-driven decisions that drive results.
• You’re comfortable with technology and can navigate basic computer systems with ease.
• With a dedicated work ethic and a demonstrated ability to work well under pressure, you’re the type of person people trust to show up consistently and get the job done.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed