Senior Blend Support Administrator

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October 2

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CrossCountry Mortgage, LLC

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Finance

CrossCountry Mortgage, LLC is one of America’s leading retail mortgage lenders, providing a range of mortgage solutions for homebuyers, homeowners looking to refinance, and those seeking home equity loans. They offer a comprehensive suite of services including home purchase loans, mortgage refinancing, and home equity lines of credit (HELOC). The company prides itself on helping clients navigate the home buying process with ease, whether they are first-time buyers or seasoned investors. Known for their competitive interest rates and efficient loan processing, CrossCountry Mortgage aims to support their clients in achieving their home ownership and financial goals.

5001 - 10000 employees

💸 Finance

💰 $400M Debt Financing on 2021-11

📋 Description

• Manage escalated Blend support cases, ensuring timely resolution and clear communication with loan officers, processors, and other stakeholders. • Act as an internal SME for Blend platform issues, including troubleshooting user interface configurations, access permissions, workflow errors, and third-party integrations. • Support configuration changes such as custom fields, input forms, reporting views, and user role modifications within Blend. • Maintain and administer business rules, dynamic data elements, and document management settings in the Blend environment. • Collaborate with Blend’s support and development teams, internal business analysts, and external vendors to resolve integration issues and escalate platform concerns when necessary. • Lead root cause analysis (RCA) on recurring issues and recommend long-term solutions or process improvements. • Participate in Blend release testing and regression cycles, validating enhancements and documenting impacts. • Ensure system changes align with governance policies, security standards, and audit requirements. • Mentor junior support administrators and help define best practices for Blend system support. • Assist in reporting and tracking support case metrics, trends, and service level performance. • Stay current on Blend platform updates, industry best practices, and regulatory changes affecting borrower-facing systems.

🎯 Requirements

• Bachelor’s degree in Business, Computer Science, Information Systems, related field, or equivalent work experience. • 3+ years of experience supporting Blend or similar mortgage POS platforms in an administrative or advanced support role. • Experience with Blend configuration, user roles, workflow setup, and reporting views. • Familiarity with Blend APIs, SDKs, or workflow engines, preferred. • In-depth understanding of the mortgage loan lifecycle and borrower experience. • Knowledge of mortgage compliance and operational requirements. • Advanced skill in troubleshooting Blend system issues across various user groups (Loan Officers, Borrowers, Processors) and in troubleshooting POS platforms, custom plugins, and integrations. • Excellent organizational, prioritization, and project management skills. • Excellent communication and customer service skills. • Proficient in Microsoft Office Suite (Excel, Word, Outlook). • Proficient in reporting tools.

🏖️ Benefits

• medical • dental • vision • 401K • company-provided short-term disability • employee assistance program • wellness program