Customer Support Specialist

🕒 July 28

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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

• Deliver top-tier customer service for clients across all Ncontracts Lending Compliance software products, ensuring timely and accurate resolution of inquiries • Thoroughly document all client interactions in the Help Desk tracking system (Salesforce); escalate complex or sensitive issues as appropriate • Maintain a working knowledge of Ncontracts product usage within designated operating systems, networks, hardware, databases, and peripherals • Act as liaison between 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 to ensure Ncontracts products operate within acceptable regulatory standards • Liaise with the Development team to ensure proper implementation of established compliance policies • Review internal reports and analytics to verify alignment with external banking regulations • Monitor operations and procedures across software solutions to ensure overall compliance • Participate in client- or Ncontracts-specific product testing as needed • Support Sales, Development, and Training staff as requested • Proactively identify trends in client issues and communicate findings to leadership to drive process improvement • Maintain and grow knowledge of federal, state, and local lending regulations including HMDA, CRA, NMLS Mortgage Call Reports, and Reg. C

🎯 Requirements

• 3+ years of experience in software support or a banking/financial institution environment • Knowledge of mortgage compliance and regulatory environments, including HMDA, CRA, 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 preferred • 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

🏖️ 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 to keep you connected and engaged • Mental Health Benefits • Medical, Dental and Vision insurance • Company-paid Group Life Insurance, 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 • And much more!