Loan Tech Support Specialist

About Logan Finance Corporation

Since 1949, Logan Finance has established itself as one of the fastest-growing lenders in the US Non-QM lending space. Delivering superior customer experience through Correspondent and Wholesale channels, the company is recognized for consistent, reliable loan processes earning it the nickname "the Agency of Non-Agency™" among partners.

Job Overview

The Loan Tech Support Specialist plays a crucial role within the Mortgage Technology team by providing initial technical assistance for loan systems. The specialist ensures smooth operations by addressing technical inquiries from Sales and Operations teams, fostering an exceptional customer experience throughout the loan origination workflow.

Key Responsibilities

• Act as the first line of support for technical questions relating to loan production systems.
• Investigate and resolve issues within Encompass and associated platforms.
• Document problem details, including reproduction steps and observed system behavior, to aid in escalation processes.
• Analyze differences between expected vs actual system results by reviewing business rules, field logic, and configuration settings.
• Create and update helpful resources like FAQs and guides to ensure standardized system usage.
• Represent the perspectives of Sales, Operations, and customers during issue reporting and communication.
• Collaborate with Product Owners and peers to address complex operational challenges.
• Manage support tickets via the Help Desk system by recording, tracking, and following up professionally and promptly.
• Handle user account management: provisioning, role adjustments, access updates, and related maintenance tasks following set procedures and controls.
• Convey technical findings clearly to both technical and non-technical stakeholders.

Candidate Requirements

• 2 to 3 years of experience in residential mortgage origination technology and LOS environments.
• Proficiency supporting end users on Encompass, Optimal Blue, and/or nCino/SimpleNexus platforms.
• Preferable recent hands-on experience specifically with Encompass LOS in a production mortgage setting.
• Excellent written and verbal communication capabilities.
• Ability to adhere to and learn defined operational processes.
• Effective problem-solving skills with professionalism and integrity.
• A motivated self-starter exhibiting flexibility, commitment, and reliability.
• Competency in interpreting system logic, business rules, and conditional (IF/THEN) logic.
• Comfortable navigating rule-based systems and pinpointing discrepancies between expected and actual outcomes.
• Strong analytical aptitude in troubleshooting system configurations and behaviors.
• Bachelor’s degree or an equivalent combination of education and relevant work experience.