Loan Support Specialist

Cross Country Mortgage (CCM) is a mortgage lending company operating nationwide. Eligible employees receive a competitive compensation plan and a robust benefits package, including medical, dental, vision, and 401K, as well as short‑term disability, an employee assistance program, and a wellness program.

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. The 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.

• 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.
• Perform 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 the ticketing system.
• Collaborate among team members.

• 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 Encompass
  360 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 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.

Cross Country Mortgage, LLC supports equal employment opportunity in hiring, development and advancement for all qualified persons without regard to race, color, religion, religious creed, national origin, age, physical or mental disability, ancestry, marital status, uniformed service, covered veteran status, citizenship status, sex (including pregnancy, childbirth, and related medical conditions, and lactation), sexual orientation, gender identity, gender expression, transgender status, domestic violence victim status (where applicable), protected hair style or texture, genetic information (testing or characteristics), or any other protected status of an individual or because of the individual’s association with a member of a protected group or any other characteristic protected by federal, state, or local law.