Job Title
Portal Support Agent
Experience
Intermediate
Office time
[MON - FRI: 8:00 AM to 5:00 PM]
Location
Anywhere
Job Type
Full Time Remote
Deadline
14 December, 2024
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Skills
  • Customer Service
  • chat support

Description

We are seeking a detail-oriented and customer-focused Portal Support Agent to assist with wholesale lending loan submissions through our web portal. This role is remote and ideal for a technical support specialist with experience in Encompass LOS, loan processing, and disclosures. As a key point of contact, you will help loan officers and brokers navigate the loan submission process, troubleshoot issues, and ensure a seamless experience.

Qualifications:

  • Prior experience in wholesale lending, loan processing, or customer service within the mortgage industry.
  • Familiarity with Encompass LOS, loan processing, and disclosure requirements.
  • Technical troubleshooting skills and the ability to assist customers remotely.
  • Strong written and verbal communication skills.
  • A customer-focused attitude with the ability to handle inquiries with patience and clarity.

This role is ideal for someone who is proactive, technically adept, and enjoys helping others navigate complex processes remotely.

Job Responsibilities

Key Responsibilities:

  • Customer Support & Communication:
  • Provide exceptional customer service, answering inquiries related to loan submissions and processing via the web portal.
  • Act as a main point of contact for loan officers and brokers, ensuring a smooth submission experience.
  • Address customer issues promptly, with a friendly and patient approach.
  • Loan Submission Assistance:
  • Guide customers through the process of submitting wholesale lending loans via the web portal.
  • Review submissions to ensure that all required documentation is included and correct.
  • Assist users with the Encompass LOS platform, addressing common challenges related to loan processing.
  • Technical Troubleshooting:
  • Diagnose and resolve technical issues with the portal, including login issues, document uploads, and submission errors.
  • Escalate complex technical problems to relevant teams and follow up to ensure resolution.
  • Stay updated on portal updates, technical changes, and system improvements to provide accurate support.
  • Compliance & Disclosures:
  • Assist with generating, reviewing, and explaining disclosures to customers.
  • Ensure all submitted documents are in compliance with regulatory requirements.
  • Educate customers on the importance of accurate disclosures and adherence to loan processing standards.
  • Training & Documentation:
  • Create and update support documentation, FAQs, and troubleshooting guides to assist portal users.
  • Offer training sessions or one-on-one assistance for new users to improve portal familiarity.
  • Collaboration & Continuous Improvement:
  • Work closely with internal teams to report and resolve recurring issues or suggest enhancements.
  • Provide feedback on customer needs and portal usability to improve the loan submission experience.