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Loan Support Specialist
CrossCountry Mortgage, LLCLoan Support Specialist assisting U.S. mortgage employees with loan origination systems, eligibility, and lending guidelines.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in loan origination systems and provides exceptional customer service to employees and clients. Proficient in managing loan support inquiries and collaborating with cross-functional teams to enhance operational efficiency.
Highest-signal resume keywords
Loan Origination SystemsEncompass360 Banker’s EditionCustomer ServiceTicketing System ExperienceMortgage Industry Knowledge
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 ProcessingLoan Eligibility AssessmentRegulatory Requirements KnowledgeVerification and Credit AnalysisAppraisal and Title ServicesAutomated Underwriting ServicesAdministrative Tasks in Loan OriginationMicrosoft WordMicrosoft ExcelMicrosoft Outlook
Soft Skills
Excellent Communication SkillsCollaborationProblem-Solving
Tools & Technologies
Ticketing SystemLoan Origination System
Certifications & Qualifications
Associate’s Degree or Equivalent Experience
Industry Keywords
Mortgage IndustryLoan ProgramsLoan SupportUnderwritingClosingCompliance
About the role
Key responsibilities & impact- Provide daily loan support to company employees through a ticketing system, inbound phone calls, email, and in-person channels
- Guide and troubleshoot Loan Officers, Loan Processors, Underwriters, and others on 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
- Provide customer service in person, by phone, and through the ticketing system
- Collaborate with team members and subject matter experts in Underwriting, Closing, Secondary, Compliance, IT, and other departments
- Create procedures for leveraging support resources and develop self-help documentation and resources
Requirements
What you’ll need- Associate’s degree or equivalent combination of education/experience
- 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 using a ticketing system to handle Loan Support questions, preferred
- Knowledge of mortgage loan origination activities, loan programs, and regulatory requirements
- Knowledge of verification, credit, appraisal, title, pricing, and automated underwriting services as related to mortgage loan origination
- Excellent customer service skills
- Proficiency in Microsoft Word, Excel, and Outlook
- Ability to work Mountain Standard Time Zone working hours to support the Midwest region
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