Customer Support Specialist
About the Opportunity The organization is seeking a Customer Support Specialist 1 to provide compliance and technical assistance to clients and internal teams utilizing lending compliance systems, including Home Mortgage Disclosure Act (HMDA), Community Reinvestment Act (CRA), and Fair Lending solutions. This role delivers client support while maintaining an understanding of mortgage compliance and regulatory environments. This position holds no formal supervisory authority.
Key Responsibilities
Deliver customer service for clients across lending compliance software products, ensuring timely and accurate resolution of inquiries. Thoroughly document all client interactions in the case management system (Salesforce) and escalate complex or sensitive issues as appropriate. Maintain a working knowledge of product usage within designated operating systems, networks, hardware, databases, and peripherals. Act as a liaison between clients and third-party vendors to determine and document specifications, using software utilities to create screenshots, map data, and program logic as needed. Review compliance rulesets to ensure 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 product-specific 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 expand knowledge of federal, state, and local lending regulations, including HMDA, CRA, NMLS Mortgage Call Reports, and Regulation C. Required Qualifications 3+ years of experience in software support or in a banking or financial institution environment. Knowledge of mortgage compliance and regulatory environments, including HMDA, CRA, Fair Lending, and Regulation C. High level of proficiency in the installation, use, and troubleshooting of software systems. Excellent interpersonal, written, and verbal communication skills across phone, video, and written formats. Strong client service orientation with the ability to communicate complex regulatory topics clearly and professionally. Effective time management, organizational skills, and the ability to work cross-functionally with clients, colleagues, and third parties.
Preferred Qualifications
Undergraduate degree, 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 Microsoft Excel and reporting background. Experience participating in software testing or product release coordination. Experience with NMLS Mortgage Call Reports. Work Environment, Schedule, and Travel This is a full-time, primarily remote role based in the United States, utilizing standard office equipment and regular video conferencing. Work hours are Monday through Friday during normal business hours in the appropriate time zone, with evening and weekend work required as job duties demand. Travel is less than 5% and may be requested for conferences, team meetings, or client visits.
Benefits
Health, dental, and vision insurance Company-paid life insurance, short-term disability, and long-term disability Flexible spending account and health savings account 401(k) plan with organization match Paid time off and paid holidays Equal Opportunity Employer The organization provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Duties, responsibilities, and activities may change at any time with or without notice.