Residential Lending Support Specialist Weekend Availability

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

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