Loan Support Administrator
RemoteUnited States
Job Summary
Answer inbound phone calls to the Loan Support team and log cases in the internal ticketing system. Provide daily loan level support via phone, email, and in-person questions for company systems and software. Guide Loan Officers, Loan Processors, and Underwriters on loan origination system usage and troubleshooting. Assist staff with loan eligibility and lending guidelines while performing administrative tasks within the loan origination system. Track tasks, activities, and time spent in the ticketing system. Collaborate with subject matter experts in Underwriting, Closing, Secondary, Compliance, IT, and other departments to resolve loan level lending solutions. Operate within Pacific Standard Time Zone to support the West Coast region.
Required Qualifications
- Associate's degree or equivalent combination of education/experience
- Minimum 2 years' experience providing direct support and/or customer service to internal employees or customers
- 1-2 years' experience working in a production role (Loan Processor, Loan Officer, Loan Officer Assistant, Closer, Funder, Disclosure Desk, or Underwriter) in the mortgage industry
- Knowledge of mortgage loan origination activities, loan programs, and regulatory requirements
- Excellent customer service and communication skills
- Proficient in Microsoft Word, Excel, Outlook
- Pacific Standard Time Zone working hours
Desired Qualifications
- Experience using Encompass360 Banker's Edition in a production role
- Experience utilizing a ticketing system to handle support questions
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