Loan Origination Systems Support Specialist

Computer Services, Inc.

United States

On-site

USD 75,000 - 105,000

Full time

14 days+

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Job summary

Computer Services, Inc. (CSI) seeks a Loan Origination System Support Analyst to join the Hawthorn River team.

You will support financial institutions by leveraging lending software, configuring loan lifecycles, and generating loan documentation across commercial, consumer, and real estate lending environments. The role requires hands-on experience with loan documentation and TRID-related processes, strong problem-solving, and the ability to guide customers to successful usage of the Hawthorn

Qualifications

Minimum of five years of relevant experience in banking, lending operations, loan documentation, loan servicing, loan administration, or loan origination support.
Experience generating and/or reviewing consumer, commercial, and real estate loan documentation.
Strong understanding of loan operations and the end-to-end lending process.
Familiarity with real estate lending documentation and TRID-related consumer lending documentation.

Responsibilities

Serve as a primary support resource for financial institutions utilizing Hawthorn River lending solutions.
Manage and resolve customer support requests submitted through ClickUp and other support channels.
Assist customers with issues related to the loan lifecycle, including: loan application setup, configuration, and workflow management; loan document generation; TRID disclosure processing; collateral, appraisal, flood, and title management; fee setup and payment calculations; user administration, permissions, and system troubleshooting; loan booking; loan renewals, modifications, and post-closing activities; reporting functions.
Research and troubleshoot customer-reported issues, coordinating with internal teams and third-party providers when necessary.
Support customers utilizing loan documentation solutions and lending workflows.
Work directly with financial institutions to identify root causes and recommend solutions.
Develop post-conversation action plans to ensure customer success and issue resolution.
Create and maintain knowledge base documentation, support guides, and issue-resolution resources.
Identify recurring customer issues and provide product feedback to internal teams.
Gather customer requirements and assist with projects designed to improve product utilization.
Provide virtual training and guidance to customers.
Conduct system utilization reviews and recommend best practices.
Assist with testing product updates and releases.
Support new customer onboarding and training initiatives as needed.
Serve as an escalation resource for more complex customer issues requiring research and analysis.