Residential Lending Support Specialist

Leader Document Processing; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Leader Document Processing is seeking individuals with strong experience in Encompass and Blend to support residential lending technology and operations. The role requires working weekends and three weekdays, with two weekday days off of choice (except Monday or Tuesday when Monday is a holiday).

The Residential Lending Support Specialist assists internal teams and external clients through the loan lifecycle, supporting loan origination systems, borrower portals, troubleshooting, and problem

Qualifications

• Excellent verbal and written English communication is required.
• Strong customer service and interpersonal skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple priorities and meet deadlines.
• Demonstrated problem-solving and analytical abilities.
• Self-motivated with the ability to work independently and take initiative.
• Proficiency in Microsoft Excel (formulas, sorting/filtering, Pivot Tables).

Responsibilities

• Provide support for loan portal access, application, and workflow issues, including troubleshooting, issue resolution, and guidance on portal functionality, application submission, and data export processes.
• Support pre-approval inquiries.
• Assist with loan officer assignment and reassignment of loans.
• Assist users with troubleshooting Encompass-related issues, including system errors, hard stops, and workflow questions.
• Respond to support requests, emails, and tickets in a timely manner, aiming to acknowledge requests within 30 minutes of receipt.
• Follow tickets and support requests through resolution while maintaining regular communication with impacted parties.
• Support user onboarding and offboarding activities.
• Coordinate with external vendor support teams when issues require escalation.
• Ensure proper handling and confidentiality of customer information and PII.
• Create and maintain process documentation and SOPs.
• Research issues independently and identify creative solutions to improve system performance and user experience.
• Identify opportunities for process improvement, automation, and operational efficiencies.
• Participate in testing, implementation, and support of system enhancements and new functionality.
• Assist with business rule configuration, feature enhancements, and other projects.

Skills

Communication skills

Customer service

Organizational skills

Multi-tasking

Problem-solving

Initiative

Excel

Confidentiality

Tools

Encompass

Blend

VB.NET

Ticketing systems

Loan portal

Job description

Summary:

We are looking for exceptionally dedicated team members with experience on working with Encompass & Blend. The ideal candidate should be willing to work over the weekends (mandatory), along with any three weekdays. The candidate can choose any two days off during the weekday except Monday (Tuesday, if Monday is a holiday).

The Residential Lending Support Specialist serves as a key support resource for both internal team members and external clients throughout the loan lifecycle. This role provides technical and operational support for our loan origination system, borrower portal, and related processes by troubleshooting issues, researching and resolving problems, coordinating with internal stakeholders and external vendors, and ensuring a seamless customer experience from application through servicing.

The ideal candidate is a proactive, self-motivated problem solver who enjoys learning new technologies, conducting independent research, and contributing to continuous process improvement. Success in this role requires strong communication skills, attention to detail, organization, and the ability to effectively manage multiple priorities in a fast-paced environment.

Role & responsibilities:

Client & Internal Support

• Provide support for loan portal access, application, and workflow issues, including troubleshooting, issue resolution, and guidance on portal functionality, application submission, and data export processes.
• Support pre-approval inquiries.
• Assist with loan officer assignment and reassignment of loans.
• Assist users with troubleshooting Encompass-related issues, including system errors, hard stops, and workflow questions.
• Respond to support requests, emails, and tickets in a timely manner, with a goal of acknowledging requests within 30 minutes of receipt.
• Follow tickets and support requests through resolution while maintaining regular communication with impacted parties.

System Administration & Operational Support

• Support user onboarding and offboarding activities
• Coordinate with external vendor support teams when issues require escalation.
• Ensure proper handling and confidentiality of customer information and personally identifiable information (PII).
• Create and maintain process documentation and standard operating procedures

Process Improvement & Project Participation

• Research issues independently and identify creative solutions to improve system performance and user experience.
• Identify opportunities for process improvement, automation, and operational efficiencies.
• Participate in testing, implementation, and support of system enhancements and new functionality.
• Assist with business rule configuration, feature enhancements, and other projects assigned.
• Support ad hoc initiatives related to residential lending technology and operations.

Qualifications:

Required Qualifications

• Clear and professional verbal and written communication skills in English.
• Strong customer service and interpersonal skills.
• Exceptional organizational skills and attention to detail.
• Ability to manage multiple priorities and meet deadlines.
• Demonstrated problem-solving and analytical abilities.
• Self-motivated with the ability to work independently and take initiative.
• Positive attitude and willingness to receive and apply feedback.
• Proficiency in Microsoft Excel, including basic formulas, sorting/filtering, and Pivot Tables.
• Ability to maintain confidentiality and handle sensitive customer information responsibly.

Preferred Qualifications

• Knowledge of residential mortgage lending processes and loan lifecycle.
• Familiarity with TRID requirements.
• Experience supporting mortgage technology platforms.
• Familiarity with Encompass Loan Origination System.
• Familiarity with Blend digital mortgage platform.
• Familiarity with VB.NET or similar programming languages.
• Experience working with ticket management and support systems.