Customer Support Specialist 1

Role overview Provide software support and lending compliance guidance to users of systems covering areas such as mortgage disclosure, community reinvestment, and fair lending. The specialist investigates client issues, explains regulatory topics clearly, and works with internal technical teams and external vendors to help ensure products and processes align with applicable banking requirements.

Responsibilities - Respond to client questions and resolve support cases accurately and promptly; document interactions and escalate complex or sensitive issues. - Troubleshoot software and related operating environments, including networks, databases, hardware, and peripherals. - Coordinate with clients and third-party vendors to clarify technical needs; prepare screenshots, map data, and configure program logic when needed. - Review compliance rules, reports, and operating procedures for alignment with lending regulations. - Work with development teams on implementing compliance policies and take part in product testing as needed. - Identify recurring support issues and share trends that could improve products or service processes.

Requirements - At least three years of experience in software support or in a banking or financial institution setting. - Working knowledge of mortgage compliance, including HMDA, CRA, and fair lending; familiarity with Regulation C is also relevant. - Strong ability to install, use, and troubleshoot software systems. - Clear written and verbal communication, including explaining complex regulatory topics to clients. - Good organization, time management, and ability to work tactfully with clients, coworkers, and third parties. - An undergraduate degree is preferred, or equivalent education and experience.

Nice to have - Salesforce, especially Service Cloud, or other help desk and case management tools. - Experience supporting SaaS products, preparing reports in Excel, testing software, or coordinating releases. - Familiarity with NMLS Mortgage Call Reports.

Benefits and work setup - Primarily remote, full-time work during normal weekday business hours; occasional evening or weekend work may be needed. - Travel is expected to be under 5%, with possible conferences, team meetings, or client visits. - Listed benefits include paid time off, 11 holidays, health, dental and vision coverage, life and disability insurance, spending and savings accounts, a 401(k) match, mental health benefits, pet insurance, and two paid volunteer days.