Customer Support Specialist

🕒 July 28

🇺🇸 United States – Remote

💵 $60k - $80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 35%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Ncontracts

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2009

☁️ SaaS

📋 Compliance

🏦 Banking

💰 Private Equity Round - Ncontracts on 2015-05

SaaS • Compliance • Banking

Ncontracts is a provider of integrated risk and compliance management software and services focused on financial institutions. Their SaaS platform offers enterprise risk management, compliance management (including AI-powered regulatory research and complaint categorization), vendor/third‑party risk management, audit and findings management, business continuity, cybersecurity assessments, and lending compliance (CRA, HMDA, 1071). Ncontracts serves banks, credit unions, mortgage lenders, fintechs and wealth managers, combining attorney-created knowledge bases, AI tools, and implementation/support services to help institutions manage regulatory obligations and third‑party risk.

📋 Description

• Provide compliance and general assistance to clients and staff using Lending Compliance systems, including HMDA, CRA, and Fair Lending • Deliver customer service across Ncontracts Lending Compliance software products and resolve inquiries accurately and promptly • Document client interactions in Salesforce Help Desk tracking system and escalate complex or sensitive issues • Maintain knowledge of product usage across operating systems, networks, hardware, databases, and peripherals • Liaise with clients and third-party vendors to determine and document specifications • Use Ncontracts utilities to create screenshots, map data, and program logic as needed • Review compliance rulesets and ensure products meet acceptable regulatory standards • Liaise with Development to implement established compliance policies • Review internal reports and analytics for alignment with external banking regulations • Monitor software operations and procedures for compliance • Participate in client- or Ncontracts-specific product testing • Support Sales, Development, and Training staff • Identify trends in client issues and communicate findings to leadership for process improvement • Maintain knowledge of federal, state, and local lending regulations, including HMDA, CRA, NMLS Mortgage Call Reports, and Reg. C • No formal supervisory authority • Regular video conferencing in a primarily remote work environment • Travel may include company conferences, team meetings, or client visits

🎯 Requirements

• 3+ years of experience in software support or a banking/financial institution environment • Knowledge of mortgage compliance and regulatory environments, including HMDA, CRA, and Fair Lending • High level of proficiency in the installation, use, and troubleshooting of software systems • Excellent written and verbal communication skills • Undergraduate degree preferred, or equivalent combination of education and experience • Salesforce experience, especially Service Cloud • Experience with Help Desk or case management ticketing systems • Familiarity with SaaS support environments • Strong Excel and reporting background • Experience participating in software testing or product release coordination • Experience with NMLS Mortgage Call Reports • Ability to work Monday through Friday during normal business hours in the appropriate time zone • Evening and weekend work may be required as job duties demand • Less than 5% travel may be required • Legally authorized to work in the United States

🏖️ Benefits

• A fun, fast-paced work environment • Responsible PTO Plan that meets or exceeds state and local medical and family leave laws • 11 paid holidays • Community and social events • Mental Health Benefits • Medical, Dental and Vision insurance • Company-paid Group Life Insurance • Company-paid Short- and Long-Term Disability • Flexible Spending Account • Health Savings Account • Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice • Pet Insurance • 401(k) with company match with eligibility on Day 1 of employment • 2 Paid Volunteer Time Off Days • Bonus opportunity