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Loan Support Administrator
CrossCountry Mortgage, LLCLoan Support Administrator assisting CrossCountry Mortgage employees with loan systems, eligibility, and lending guidelines. Handling support cases through phone, email, and internal ticketing systems.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in loan origination processes and provides exceptional support to internal teams, ensuring compliance with lending guidelines and regulatory requirements. Proficient in utilizing ticketing systems and mortgage software to enhance operational efficiency and customer service.
Highest-signal resume keywords
Loan Origination SystemsEncompass360 Banker’s EditionCustomer ServiceMortgage Production ExperienceTicketing System Utilization
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Loan Origination ActivitiesMortgage Loan ProgramsRegulatory RequirementsAdministrative TasksMicrosoft WordMicrosoft ExcelMicrosoft Outlook
Soft Skills
Communication SkillsCollaborationProblem-Solving
Tools & Technologies
Ticketing System
Certifications & Qualifications
Associate’s Degree
Industry Keywords
Loan ProcessorLoan OfficerUnderwriterComplianceClosing
About the role
Key responsibilities & impact- Answer inbound phone calls to the Loan Support team and log cases in the internal ticketing system
- Provide daily loan-level support to company employees through the ticketing system, phone, email, and in-person questions
- Provide guidance and troubleshooting for Loan Officers, Loan Processors, Underwriters, and others using loan origination systems and services
- Assist Loan Officers and Loan Processors with loan eligibility and lending guideline questions
- Perform loan-level administrative tasks within the loan origination system
- Track tasks, activities, and time spent in the ticketing system
- Collaborate with team members and work effectively as part of a team
- Collaborate with subject matter experts in Underwriting, Closing, Secondary, Compliance, IT, and other departments
Requirements
What you’ll need- Associate’s degree or equivalent combination of education/experience, preferred
- Minimum 2 years’ experience providing direct support and/or customer service to internal employees or customers
- 1–2 years’ experience working in a mortgage production role, such as Loan Processor, Loan Officer, Loan Officer Assistant, Closer, Funder, Disclosure Desk, or Underwriter
- Experience using Encompass360 Banker’s Edition in a production role, preferred
- Experience utilizing a ticketing system to handle support questions, preferred
- Knowledge of mortgage loan origination activities, loan programs, and regulatory requirements
- Excellent customer service and communication skills
- Proficient in Microsoft Word, Excel, and Outlook
Benefits
Comp & perks- Competitive compensation plan
- Medical insurance
- Dental insurance
- Vision insurance
- 401K
- Company-provided short-term disability
- Employee assistance program
- Wellness program
- Robust benefits package