Loan Support Administrator

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 7,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

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. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:
The Loan Support Administrator is responsible for providing guidance to CrossCountry Mortgage employees by way of telephone and virtual communications. The Loan Support Administrator is the first point of contact for any inbound phone calls to Loan Support and is responsible for logging and creating a support case. In addition, this position handles any cases as appropriate based on the complexity of the question and/or request. The Loan Support team acts as a central point of contact for Branch and Corporate employees in need of assistance with loan level lending solutions and collaborates with subject matter experts in Underwriting, Closing, Secondary, Compliance, IT and other departments to provide assistance.

This position operates within Pacific Standard Time Zone working hours to support the West Coast region.

Job Responsibilities:

• Answer inbound phone calls coming into the Loan Support team and log the cases in the internal ticketing system accordingly.

• Provide daily loan level support for all company employees via an internal ticketing system, by answering inbound phone calls, email, and in-person questions for 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.

• Collaborate among team members and work effectively in a team.

Qualifications and Skills:

• 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 production role (Loan Processor, Loan Officer, Loan Officer Assistant, Closer, Funder, Disclosure Desk, or Underwriter) in the mortgage industry.

• 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, Outlook.

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.

Pay Range:

• Hourly Rate: $18.00 - $20.00

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.