Loan Support Specialist - West

CCM CrossCountry Mortgage, LLC; United States; Remote; USD 45,000 - 70,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) with company match

Short-term disability

Job summary

CrossCountry Mortgage, LLC is hiring a Loan Support Specialist to guide employees, troubleshoot loan origination systems, and support loan officers and processors with lending guidelines. The role emphasizes customer service, cross-functional collaboration, and proficiency with Encompass360 Banker’s Edition.

Based on the West Coast time zone, the position involves daily ticketing, in-person and remote assistance, and close coordination with Underwriting, Closing, IT, and Compliance teams to

Qualifications

• Associate’s degree or equivalent combination of education/experience; bachelor’s degree, preferred.
• Minimum 2 years’ experience as a Loan Processor or Loan Officer in the mortgage industry, preferred.
• Minimum 3 years’ experience using Encompass360 Banker’s Edition in a production role, preferred.
• Minimum 2 years’ experience providing direct support to employees or customers, preferred.
• Experience utilizing a ticketing system to handle Loan Support questions, preferred.
• Knowledge of mortgage loan origination activities, loan programs, and regulatory requirements.
• Knowledge on the use of verification, credit, appraisal, title, pricing, and automated underwriting services as they relate to mortgage loan origination.
• Excellent customer service skills.
• Proficient in Microsoft Word, Excel, Outlook.

Responsibilities

• Provide 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.
• Responsible for loan level administrative tasks within the loan origination system.
• Track tasks, activities and time spent within the ticketing system.
• Provide customer service in person, on the phone and via ticketing system.
• Collaborate among team members.

Skills

Customer service

Problem solving

Team collaboration

Attention to detail

Education

Associate degree or equivalent

Bachelor's degree preferred

Tools

Encompass360 Banker’s Edition

Ticketing systems

MS Word/Excel/Outlook

Job description

CrossCountry Mortgage (CCM)is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture. A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down. CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview

The Loan Support Specialist is responsible for providing guidance to all employees. This ranges from answering “how-to” questions, providing advanced guidance on the use of loan origination systems and solving technical issues related to mortgage systems. The Loan Support Specialist creates procedures for leveraging support resources and develops self-help documentation and resources. This position is the central point of contact for Loan Officers and Loan Processors in need of assistance with lending activities and collaborates with subject matter experts in Underwriting, Closing, Secondary, Compliance, IT, and other departments to provide that assistance. This position operates within Pacific Standard Time Zone working hours to support the West Coast region.

Job Responsibilities

• Provide 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.
• Responsible for loan level administrative tasks within the loan origination system.
• Track tasks, activities and time spent within the ticketing system.
• Provide customer service in person, on the phone and via ticketing system.
• Collaborate among team members.

Qualifications and Skills

• Associate’s degree or equivalent combination of education/experience; bachelor’s degree, preferred.
• Minimum 2 years’ experience as a Loan Processor or Loan Officer in the mortgage industry, preferred.
• Minimum 3 years’ experience using Encompass360 Banker’s Edition in a production role, preferred.
• Minimum 2 years’ experience providing direct support to employees or customers, preferred.
• Experience utilizing a ticketing system to handle Loan Support questions, preferred.
• Knowledge of mortgage loan origination activities, loan programs, and regulatory requirements.
• Knowledge on the use of verification, credit, appraisal, title, pricing, and automated underwriting services as they relate to mortgage loan origination.
• Excellent customer service skills.
• Proficient in Microsoft Word, Excel, Outlook.

CrossCountry Mortgage, LLC offers MORE than a job, we offer a career.

CrossCountry Mortgage, LLC strives to provide employees with a robust benefit package: https://mycrosscountrybenefits.com

California residents: Please see CrossCountry’s privacy statement for information about how CrossCountry collects and uses personal information about California applicants.

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 (“Protected Characteristics”).

The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation.

The Company is committed to fostering, cultivating and preserving a culture that welcomes diversity and inclusion.

CrossCountry Mortgage, LLC (NMLS3029) 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.

Our growth is creating great opportunities! Our team is expanding, and we want to hire the most talented people we can. Continued success depends on it! Thanks for your interest in working on our team! Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.