Loan Support Specialist

CrossCountry Mortgage (CCM) is one of the nation’s top 3 retail mortgage lenders with more than 7,000 employees operating nearly 600 branches across all 50 states. We have been recognized nine times on the Inc. 5000 list of America’s fastest-growing private businesses and have received countless awards for our standout culture. Through our dedication to getting it done, we make every mortgage feel like a win.

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 with an employer match. 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 by way of in-person and virtual communications. This guidance ranges from answering “how-to” questions, providing advanced guidance on the use of loan origination systems, and solving technical issues related to mortgage systems, as well as creating procedures for leveraging support resources and creating self-help documentation and resources. The Loan Support Specialist acts as the central point of contact for Loan Officers and Loan Processors in need of assistance with lending activities and will collaborate with subject matter experts in Underwriting, Closing, Secondary, Compliance, IT, and other departments to provide that assistance.

Job Responsibilities:

• 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.
• Loan level administrative tasks within the loan origination system.
• Track tasks, activities, and time spent within the ticketing system.
• Collaborate among team members and work effectively in a team-oriented environment.

Qualifications and Skills:

• This position allows for remote work in the Eastern Time Zone, US.
• At least 3 years’ experience using Encompass360 Banker’s Edition in a production role.
• At least 2 years providing direct support to employees or customers.
• At least 4 years’ experience as a Loan Processor or Loan Officer in the mortgage industry.
• Broad knowledge of mortgage loan origination activities, loan programs, and regulatory requirements.
• Thorough knowledge on the use of verification, credit, appraisal, title, pricing, and automated underwriting services as they relate to mortgage loan origination.
• Ability to provide excellent customer service in person, on the phone, and via ticketing system.
• Experience utilizing a ticketing system to handle Loan Support questions, preferred.
• Knowledge and experience using Microsoft Word, Excel, Outlook.

Pay Range:

• $21.50-22.00

The posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

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.

CrossCountry Mortgage, LLC offers MORE than a job, we offer a career. Apply now to begin your path to success! https://crosscountrymortgage.com/about-us/careers/apply/

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

CrossCountry Mortgage, LLC. (NMLS3029) is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to race, religion, creed, color, orientation, gender, age, national origin, veteran status, disability status, marital status, sexual orientation, gender identity, or gender expression, or any other protected status in accordance with all applicable federal, state and local laws. 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. Employment is contingent upon successful completion of a background investigation. CrossCountry Mortgage, LLC. 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.