Loan Support Administrator (Mortgage)

TL;DR

Loan Support Administrator (Mortgage): Providing guidance and troubleshooting for internal employees regarding loan-level lending solutions with an accent on loan origination systems and regulatory requirements. Focus on managing inbound support cases, collaborating with subject matter experts, and ensuring efficient resolution of lending queries.

Location: Must operate within Pacific Standard Time (PST) working hours to support the West Coast region

Salary: $18.00 - $20.00 per hour

Company

The nation's number one distributed retail mortgage lender with over 7,000 employees operating across all 50 states.

What you will do

• Handle inbound phone calls and log support cases in the internal ticketing system.
• Provide daily loan-level support via phone, email, and in-person for company software and systems.
• Troubleshoot and guide Loan Officers and Processors on the usage of loan origination systems.
• Assist staff in finding answers regarding loan eligibility and lending guidelines.
• Perform loan-level administrative tasks within the loan origination system.
• Collaborate with Underwriting, Closing, Secondary, Compliance, and IT departments.

Requirements

• Minimum 2 years of experience providing direct support or customer service to internal employees or customers.
• 1-2 years of experience in a mortgage production role (e.g., Loan Processor, Loan Officer Assistant, Closer, or Underwriter).
• Knowledge of mortgage loan origination activities, loan programs, and regulatory requirements.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Associate’s degree or equivalent combination of education and experience preferred.

Nice to have

• Experience using Encompass360 Banker’s Edition in a production role.
• Experience utilizing a professional ticketing system to handle support requests.

Culture & Benefits

• Comprehensive benefits package including medical, dental, and vision insurance.
• 401K retirement plan.
• Company-provided short-term disability, employee assistance, and wellness programs.
• Entrepreneurial culture emphasizing employee engagement and transparency.
• Strong internal support system across all departments to foster professional growth.