CrossCountry Mortgage is hiring a Loan Support Specialist to serve as the central point of contact for our East Region team. You will provide expert guidance on our loan origination systems and solve technical issues, directly supporting Loan Officers and Processors in their daily lending activities. This role operates within Eastern Standard Time Zone hours to best serve the Eastern U.S. region.
What You'll Do
- Provide daily loan support for all company employees via ticketing system, phone, email, and in person for all company systems.
- Offer 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 Processors in finding answers regarding loan eligibility and lending guidelines.
- Handle loan-level administrative tasks within the loan origination system.
- Track tasks, activities, and time spent within the ticketing system.
- Provide responsive customer service across multiple channels.
- Collaborate effectively among team members and across departments.
- Create procedures for leveraging support resources and develop self-help documentation.
What We're Looking For
- Minimum 2 years experience as a Loan Processor or Loan Officer in the mortgage industry.
- Minimum 3 years experience using Encompass360 Banker’s Edition in a production role.
- Minimum 2 years experience providing direct support to employees or customers.
- Experience utilizing a ticketing system to handle support questions.
Nice to Have
- Associate’s degree or equivalent combination of education and experience; bachelor’s degree is a plus.
Technical Stack
- Encompass360 Banker’s Edition
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
Team & Environment
You will collaborate with subject matter experts across various departments, including Underwriting, Closing, Secondary, Compliance, and IT.
Benefits & Compensation
- Hourly wage: $19.00 - $23.00
- Medical, Dental, and Vision insurance
- 401K plan
- Company-provided short-term disability
- Employee assistance program
- Wellness program
Work Mode
This position supports the Eastern U.S. region and operates during Eastern Standard Time Zone working hours.
CrossCountry Mortgage supports equal employment opportunity in hiring, development, and advancement for all qualified persons without regard to race, color, religion, religious creed, national origin, age, physical or mental disability, ancestry, marital status, uniformed service, covered veteran status, citizenship status, sex (including pregnancy, childbirth, and related medical conditions, and lactation), sexual orientation, gender identity, gender expression, transgender status, domestic violence victim status (where applicable), protected hair style or texture, genetic information (testing or characteristics), or any other protected status of an individual or because of the individual’s association with a member of a protected group or any other characteristic protected by federal, state, or local law.
