Application Support Analyst

User Support

Serve as a frontline resource for internal users working within our LOS, answering questions and resolving issues related to loan processing, workflow steps, and system functionality.

Issue Triage

Listen closely to user reported problems, ask the right questions, and determine whether an issue is a process misunderstanding, a data entry error, or something that needs to be escalated to the appropriate team.

Process Knowledge

Maintain a deep working knowledge of the mortgage loan lifecycle across origination channels so that support is grounded in how the business actually works, not just how the system is configured.

Communication

Deliver clear, patient, and professional communication to users regardless of their technical comfort level, and keep stakeholders informed as issues move toward resolution.

Documentation

Help build and maintain Standard Operating Procedures and reference materials so that common issues can be resolved quickly and consistently across the team.

Collaboration

Partner with Operations, Corporate, and vendor contacts to ensure issues are resolved with the loan process and the borrower experience in mind.

Qualifications

• Mortgage Industry Experience: Solid understanding of the mortgage loan process, ideally with hands on experience in one or more origination channels such as wholesale, correspondent, or retail lending.
• Detail Orientation: Comfortable digging into the specifics of a loan file or workflow step to identify exactly where something went wrong.
• Communication Skills: Excellent written and verbal communication, with the ability to explain issues and solutions clearly to both technical and non-technical audiences.
• Customer Service: A calm, service-oriented approach to supporting internal users, even when issues are urgent or frustrating.
• Organizational Skills: Strong ability to manage multiple open issues at once, prioritize appropriately, and follow through until resolution.
• Bonus: Working knowledge of Blue Sage’s platform is a plus.

Pay Disclosure

The starting base pay range for this position is $31.25/hour. The actual base is dependent on many factors such as work experience, business needs, market demands, and other compensation components. The base pay range is subject to change and may be modified in the future.

Disclaimer

This job description is not intended, nor should it be construed to be, an exhaustive list of all responsibilities, duties, skills, or working conditions associated with a job. It is intended to be a general description of the principal requirements common to the positions of this type. The incumbent may be required to perform additional duties and functions to meet Kind Lending’s needs.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination, including use of a keyboard; and to verbally and orally communicate to exchange information.

Vision & Hearing

VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.

Equal Opportunity Employer

Kind Lending is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to race, religion, creed, color, orientation, gender, age, national origin, veteran status, disability status, marital status, sexual orientation, gender identity, or gender expression.