Loan Support Specialist

CrossCountry Mortgage is more than a mortgage! When we started in 2003, our President and CEO Ronald J. Leonhardt, Jr., had the vision to become a nationwide full-service lender that could provide more to customers — meeting their needs, being there every step of the way, and making home ownership dreams possible and affordable. We’re continuing to expand our nationwide footprint, and we’re not stopping any time soon!

We Care! CrossCountry Mortgage offers eligible employees a robust benefits package including medical, dental, vision, as well as a 401K with an employer match! We also offer company provided Short-Term Disability, Employee Assistance Program and a Wellness Program. Our Corporate office also enjoys a casual dress code, an on-site market cafe, and an upbeat working environment!

Position Overview:

The Loan Support Specialist is responsible for providing fast, friendly guidance to all employees by way of in-person and virtual communications. This guidance ranges from answering “how-to” questions, providing advanced guidance on the use of loan origination systems and solving technical issues related to mortgage systems, to creating procedures for leveraging support resources and creating self-help documentation and resources. The Loan Support Specialist acts as the central point of contact for Loan Officers and Loan Processors in need of assistance with lending activities and will collaborate with subject matter experts in Underwriting, Closing, Secondary, Compliance, IT and other departments to provide that assistance. This position offers the ability to work remotely.

Job Responsibilities:

• Daily loan support for all company employees via a ticketing system, inbound phone calls, email, and in person for all company systems and software
• Provide guidance and troubleshooting assistance to Loan Officers, Loan Processors, Underwriters, and others on the usage of loan origination systems and services
• Assist Loan Officers and Loan Processors in finding answers regarding loan eligibility and lending guidelines
• Create technical documentation, system documentation, “how to” guides, and self-help references
• Loan level administrative tasks within the loan origination system
• Track tasks, activities, and time spent within the ticketing system
• Collaborate among team members and work effectively in a team-oriented environment

Qualifications and Skills:

• Associates degree or 4 years of equivalent work experience. Bachelor’s degree preferred
• At least 3 years of experience using Encompass360 Banker’s Edition in a production role
• At least 2 years providing direct support to employees or customers
• At least 4 years of recent experience as a Loan Processor, Loan Officer, or Underwriter in the mortgage industry
• Broad knowledge of mortgage loan origination activities, loan programs, and regulatory requirements
• Strong knowledge on the use of verification, credit, appraisal, title, pricing, and automated underwriting services as they relate to mortgage loan origination
• Ability to provide excellent customer service in person, on the phone, and via ticketing system.
• Experience utilizing a ticketing system to handle Loan Support questions preferred.
• Knowledge and experience using Microsoft Word, Excel, Outlook.

CrossCountry Mortgage, LLC. offers MORE than a job, we offer a career. Apply now to begin your path to success! https://crosscountrymortgage.com/about-us/careers/apply/

CrossCountry Mortgage, LLC. (NMLS3029) is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to race, religion, color, orientation, gender, age, national origin, veteran status, disability status or marital status. Employment is contingent upon successful completion of a background investigation. CrossCountry Mortgage, LLC. is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit www.NMLSConsumerAccess.org.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental Pay:

• Bonus pay

COVID-19 considerations:
This is an entirely remote role.

Application Question(s):

• What loan origination system are you most familiar with? How much time have you spent working with that system?

Education:

• High school or equivalent (Preferred)

Experience:

• Mortgage industry: 2 years (Required)
• Customer service: 2 years (Preferred)

Work Location:

• Fully Remote

Work Location: Remote