Mortgage Services - Phone Analyst

Location: Richmond, VA (Onsite 5 days per week)
Duration: 17-month contract

About The Role

We are seeking a Help Desk Phone Analyst to support internal mortgage operations teammates by providing front-line technical and process support related to mortgage systems and applications. This is a high-volume, inbound call support role focused on troubleshooting issues, providing guidance, and ensuring teammates can effectively utilize critical mortgage platforms. The ideal candidate will have previous help desk experience, strong customer service skills, and a solid understanding of mortgage operations. Experience with the Empower Loan Origination System is highly preferred.

Responsibilities

• Serve as the first point of contact for inbound support calls from internal teammates.
• Troubleshoot and resolve application, process, and system-related issues.
• Document all support interactions in Salesforce and maintain accurate call logs.
• Analyze issues, identify root causes, and provide timely resolutions.
• Escalate unresolved issues to senior support teams or Level II Production Support.
• Educate end users on system functionality and best practices to reduce repeat issues.
• Support implementation and rollout of new applications and enhancements.
• Warm transfer callers to appropriate departments when issues fall outside of supported applications.
• Stay current on daily communications, system updates, and process changes.
• Adhere to all compliance requirements, risk management guidelines, and company policies.
• Meet or exceed established performance and service-level expectations.

Requirements

• High School Diploma or equivalent
• 1-3 years of Help Desk, Technical Support, Service Desk, or Call Center support experience
• Excellent verbal, written, and listening skills
• Ability to remain professional in a fast-paced environment
• Experience troubleshooting technical or process-related issues
• Strong problem-solving and critical thinking skills
• Ability to manage multiple priorities and document support activities accurately

Mortgage Experience

Candidates should possess a strong understanding of mortgage operations and terminology, including:

• Debt-to-Income (DTI) calculations
• Automated Underwriting Systems (AUS)
• DU (Desktop Underwriter) Findings
• LP (Loan Product Advisor) Findings
• Mortgage loan origination processes

Minimum of 2 years of mortgage or banking experience preferred.

Preferred Qualifications

• Experience supporting the Empower Loan Origination System
• Previous banking or financial services industry experience
• Associate's Degree or Technical Degree
• 3+ years of IT, Service Desk, or Help Desk experience
• Familiarity with mortgage servicing or loan origination platforms

Schedule

Must be able to work a later shift (10:00 AM - 7:00 PM).

Benefits

• Medical, dental, vision, life, and disability insurance plans
• Employee Stock Purchase Program (ESPP)
• 401K program with company match after 12 months of tenure
• Health Savings Account (HSA) on the HDHP plan
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
• Corporate discount savings program and other discounts
• On-demand training program
• Access to certification prep and a library of technical and leadership courses/books/seminars after 6+ months of tenure
• Certification discounts and perks for associations including CompTIA and IIBA
• Dedicated customer service team for benefits and resources
• Access to a certified Career Coach