Loan Support Specialist - West

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.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.