Residential Loan Processing Support Specialist

The Residential Loan Processing Support Specialist provides technical support and guidance to employees on loan origination systems and mortgage processes. This role answers "how-to" questions, troubleshoots system issues, and creates self-help documentation. The Specialist serves as the main point of contact for Loan Officers, Relationship Managers, and Loan Processors, collaborating with other departments to resolve issues and ensure smooth lending operations.

Principal Duties & Responsibilities:

• Provide support to the loan sales team for all HELOC loan requests.

• Pre-underwrite loan files by gathering necessary documentation from the sales team before submitting to processing.

• Ensure the accurate and timely submission of all HELOC loans to processing.

• Manage follow-ups on documentation exceptions and ensure resolution.

• Provide client service and support to Loan Originators by addressing inquiries and resolving concerns.

• Maintain comprehensive records of pending documentation or exceptions and follow up on any deficiencies.

• Respond to inquiries from bank personnel regarding eligibility, terms, and conditions for various residential programs.

• Adhere to bank policies, regulatory requirements, and investor guidelines.

• Perform additional duties as assigned, contributing to the overall efficiency of the loan process.

• 5-7 years of experience in residential mortgage loan processing.

• Strong knowledge of loan origination systems, mortgage processes (particularly for HELOC loans), and loan documentation.

• Recent experience with Encompass and loan processing systems.

• Familiarity with collateral control, loan servicing requirements, compliance, and secondary markets.

• Basic understanding of compliance regulations such as RESPA, Fair Lending, HMDA, and other related state and federal laws.

• Knowledge of Bank operations, products, services, and operational policies and procedures.

• Strong problem-solving and troubleshooting skills.

• Excellent organizational skills with the ability to manage documentation and exceptions efficiently.

• Ability to manage high-volume activities while meeting production goals.

• Strong verbal, written, and interpersonal communication skills.

• Detail-oriented with a keen eye for accuracy and thoroughness.

• Ability to work effectively both independently and within a team in a fast-paced environment.

• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and mortgage-related software.

• High School Diploma or GED equivalent required.
• Associate's Degree in related field preferred. 

• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
• Please view Equal Employment Opportunity Posters provided by OFCCPhere.
• The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
• Reasonable accommodation may be made to assist individuals with disabilities to complete the online application process. Please contact our Human Resources Department at 305-577-7680 or by e-mail at employment@citynational.com.