Client Support Associate - LOS

Position

Client Support Associate - LOS

Lending Pad, Corp.
7901 Jones Branch Drive, McLean, VA 22102

Lending Pad is a fast-growing Loan Origination System (LOS) built for the modern mortgage institution. The suite of products includes a point of sale (POS), compliance engine, document solution, API, and other mortgage-origination related products. Our goal is to provide a scalable, efficient, and compliant software solution to meet the needs of today’s demands.

We are looking for a full-time experienced and reliable Client Support Associate to join our high-energy team. The ideal candidate should be able to quickly engage customer inquiries via live chat, email, tickets, and Live support Zoom room. Candidates will work to resolve customer issues while consistently providing a positive and professional customer experience. He or she must quickly recognize the needs of our customers to provide the most efficient and professional resolution.

• At least 3 years of demonstrated residential mortgage experience
• Experience navigating Lending Pad or another LOS system
• Interpersonal and communication skills (oral and written)
• Strong work ethics, a passion for excellence and a desire to continuously learn
• Exceptional multi-tasking abilities and a high level of organization to manage competing priorities in a fast-paced environment
• Polite and professional attitude

• Bachelor’s degree preferred

• Respond promptly to customer inquiries across multiple channels including live chat, email, support tickets, and Zoom sessions.
• Identify, assess, and resolve client issues with minimal escalation, ensuring high levels of customer satisfaction.
• Troubleshoot technical problems and guide users through step-by-step solutions.
• Maintain detailed records of customer interactions, feedback, and resolutions using our CRM system.
• Collaborate with internal teams to elevate complex issues and ensure timely follow-up.
• Monitor support trends and proactively suggest improvements to processes or documentation.
• Communicate clearly and professionally with clients, adapting tone and approach to suit different personalities and situations.
• Meet or exceed performance metrics including response time, resolution rate, and customer satisfaction scores.
• Participate in testing new features or updates to ensure smooth client experience.
• Contribute to the development and refinement of support documentation, FAQs, and help center articles.

• Onsite at our McLean office Monday – Thursday, Remote on Fridays
• 2nd shift availability (10:00 a.m. – 7:00 p.m. or 11:00 a.m. – 8:00 p.m. EST) preferred
• Some travel may be required

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Lending Pad is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are committed to providing reasonable accommodations to individuals with disabilities in accordance with the Americans with Disabilities Act (ADA).

If you require assistance or accommodation during the application process, please contact HR at