Associate, Product Support - SBO - Remote

Role overview

Provide operational and product support for a loan accounting and investor reporting platform used by client organizations. The role combines hands-on accounting workflows, client issue resolution, software testing, and coordination with technology and implementation teams throughout the product lifecycle.

Responsibilities

- Process loan accounting, investor reporting, remittances, and related pool or master servicing activities. - Help clients manage data, reconcile remittances and custodial accounts, and resolve production issues. - Serve as a prompt, professional point of contact, researching reported problems and coordinating responses with internal teams. - Test new features, enhancements, and fixes against business needs and client workflows. - Support client implementations and conversions, and recommend process improvements based on product and client experience. - Deliver user training and help maintain product documentation and learning materials.

Requirements

- A bachelor’s degree in accounting or finance, or equivalent education and experience; at least five years of relevant professional experience. - Strongly preferred: three or more years in loan accounting, investor accounting, or investor reporting. - Strong analytical and math skills, careful attention to detail, and advanced Excel ability, including work with large datasets. - Clear written and verbal communication, effective follow-up, and confidence working directly with clients and internal stakeholders. - Ability to investigate client issues, reconcile accounts, and work independently to deliver accurate solutions. - Understanding of database models and relationships, with ability to write basic SQL queries in Oracle or SQL Server; experience testing software changes is valuable.

Nice to have

Experience with the platform’s loan accounting system, adjustable-rate mortgage note setup, and software development teams.