Mortgage Technology Support Analyst II

Job not on LinkedIn

🔥 10 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

📞 Support Engineer

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Lower

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

💸 Finance

🏠 Real Estate

🏦 Banking

💰 $100M Series A on 2021-06

Finance • Real Estate • Banking

Lower is a top mortgage lending company offering a range of home financing solutions. Their services include helping customers buy homes, refinance existing mortgages, access home equity through HELOCs and cash-out refinancing, and offering various loan types such as conventional loans, adjustable-rate mortgages, VA loans, FHA loans, and jumbo loans. Lower prides itself on a seamless, hassle-free application process, offering expert guidance, competitive rates, and exceptional customer service. They highlight their "Free Refi for Life" offer, ensuring clients can refinance without lending fees once they have initially bought or refinanced with Lower. Known for their customer-centric approach, they have received over 30,000 five-star reviews across multiple platforms.

📋 Description

• Provide advanced analysis, troubleshooting, and resolution for end-user support requests across LOS, POS, and Process Automation systems. • Monitor ticket trends, identify recurring issues, and recommend process or training improvements. • Escalate and collaborate with development and product teams for complex system issues. • Assist with system administration tasks, including user setup, maintenance, and access management. • Support communication and training related to technology changes, enhancements, or system outages. • Maintain system documentation to capture solutions, root causes, and best practices. • Participate in special projects as a subject matter expert and provide input on process improvements. • Deliver exceptional customer service and serve as a trusted support resource for end users.

🎯 Requirements

• Associate’s or Bachelor’s degree in IT, Business, or related field, or equivalent work experience. • 1–3 years of experience in technical support, preferably in a help desk, mortgage technology, or financial services environment. • Familiarity with mortgage industry processes and exposure to supporting ICE's Encompass software (experience with the desktop version of Encompass LOS and Ncino strongly preferred). • Strong problem-solving, analytical, and troubleshooting skills. • Excellent communication skills, with the ability to explain technical concepts to non-technical users. • Proven ability to prioritize and manage multiple requests in a high-volume, fast-paced environment. • Customer-focused mindset with strong organizational skills and attention to detail.

🏖️ Benefits

• Health insurance • 401(k) matching • Paid time off • Flexible work hours • Professional development opportunities