Loan Origination System Support Analyst

About the role

The Loan Origination System Support Analyst plays a crucial role in assisting financial institutions in maximizing the use of their lending technology. This position serves as a trusted resource for customers throughout the loan lifecycle, resolving support requests, researching complex issues, and providing product guidance.

Responsibilities

• Serve as a primary support resource for financial institutions utilizing Hawthorn River lending solutions.
• Manage and resolve customer support requests submitted through ClickUp and other support channels.
• Assist customers with issues related to the loan lifecycle, including:
• Loan application setup, configuration, and workflow management
• Loan document generation
• TRID disclosure processing
• Collateral, appraisal, flood, and title management
• Fee setup and payment calculations
• User administration, permissions, and system troubleshooting
• Loan booking
• Loan renewals, modifications, and post-closing activities
• Support customers utilizing loan documentation solutions and lending workflows.
• Develop post-conversation action plans to ensure customer success and issue resolution.
• Create and maintain knowledge base documentation, support guides, and issue-resolution resources.
• Identify recurring customer issues and provide product feedback to internal teams.
• Gather customer requirements and assist with projects designed to improve product utilization.
• Provide virtual training and guidance to customers.
• Conduct system utilization reviews and recommend best practices.
• Aid in testing product updates and releases.
• Support new customer onboarding and training initiatives as needed.
• Serve as an escalation resource for more complex customer issues requiring research and analysis.

Requirements

• Minimum of five years of relevant experience in banking, lending operations, loan documentation, loan servicing, loan administration, or loan origination support.
• Experience generating and/or reviewing consumer, commercial, and real estate loan documentation.
• Strong understanding of loan operations and the end-to-end lending process.
• Familiarity with real estate lending documentation and TRID-related consumer lending documentation.
• Experience working with loan origination systems, loan documentation systems, and lending software platforms.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities while providing exceptional customer service.
• Strong attention to detail and documentation skills.

Preferred Qualifications

• Experience working in community banking environments.
• Experience supporting loan origination software systems, including configuration, maintenance, and user support.
• Working knowledge of consumer and commercial lending compliance requirements.
• Experience with loan document generation platforms such as LaserPro or similar solutions.
• Experience with ticketing systems such as ClickUp, Jira, or similar support platforms.
• Experience providing customer training or product support.
• Fintech or banking technology experience preferred.