Job Description:
The Loan Brokering System (LBS) Support Specialist is responsible for supporting end users of the all-new wemlo Loan Brokering System™, ensuring that users can navigate through loan origination and loan processing functions and processes. S/he will review, investigate, resolve, and communicate the resolution of customer support requests received by the Loan Operations Team in compliance with our service line agreements (SLAs). S/he is a subject matter expert on the loan origination process in the wemlo LBS, is capable of guiding customers’ use of the system, and escalates issues to higher tiers of service when necessary.

Essential Duties:

• Serve as support for wemlo LBS issues experienced by mortgage brokers, loan originators, and loan processors, with focus on workflow troubleshooting
• Maintain working knowledge of the mortgage brokerage industry including the life cycle of a loan, transaction types, transaction parties, disclosures, and key mortgage compliance requirements
• Deliver support through individual phone conversations, emails, and webinars/Zoom calls
• Craft job aids and support documents to manage frequently asked questions
• Document customer interactions and issue resolution details for reporting purposes
• Investigate and isolate user errors from system issues, and escalate true bugs and incidents to higher tiers of support
• Assist with management of system configurations including organization details, pipeline reporting settings, business rules, document maintenance, and companywide reports, dashboards, and templates
• Assist with testing activities for regular system updates
• Run and distribute various reports on a recurring basis
• Adhere to defined Service Line Agreement, Customer Data Protection Policy, Incident Management procedures, and Audit control processes
• Cross-train other LBS Support Specialists on an ad hoc basis
• Assist with other projects as assigned
• Provide prompt, warm, and memorable service

Hire Range/Rate:

$72,000 - $77,000

License/Certification:

• Certification as an administrator of another loan origination system (LOS) strongly preferred but not required
• Active Mortgage Loan Originator, Assistant, or Processor license preferred but not required

Experience:

• Minimum 5 years’ experience in a client-facing support role
• Minimum 1 year experience supporting financial industry software-related processes
• Preferred: 1+ year(s) experience as an IT Help Desk agent
• Preferred: 1+ year(s) experience as an information system administrator
• Ideal candidate has been a financial-industry IT help desk agent or loan originator and seeks to leverage mortgage experience into a corporate role with room for growth into various franchise, product management, and loan operations functions

Motto Mortgage is a different kind of mortgage organization that provides clarity and personalized guidance to homebuyers who deserve an advocate. It’s a groundbreaking concept that connects a real estate brokerage to a separate, franchised mortgage brokerage, providing the one-stop shop homebuyers want and the experience they deserve. The new mortgage brokerage franchise model is the first of its kind in the United States and is offered by Motto Franchising, LLC, the second member of the RE/MAX Holdings, Inc. family of brands. It brings opportunity to consumers, brokers, loan officers and real estate agents. Each office is independently owned and operated.