Loan Product Support Analyst

WORK ENVIRONMENT:

We are a remote first company with the exception of a few positions being onsite in our designated locations.  The positions which are remote you will need to be able to travel a few times a year. You may be required at times to visit client sites or attend meetings at designated locations with your team members.

POSITION SUMMARY:

We are seeking a Loan Product Support Analyst to support our clients. In this role you
will play a crucial part in ensuring the success and satisfaction of our clients by
providing exceptional technical support for our products. You will work closely with our
engineering and product teams to resolve complex issues, enhance product
functionality, and improve overall user experience.

KEY RESPONSIBILITIES:

• Customer Support: Provide timely and effective technical support to customers
  via ticket or phone. Address and resolve customer issues related to loan product
  functionality for consumer, commercial and residential real estate loans, which
  include, but are not limited to, personal loans, credit plans, LOC, HELOC,
  Mortgages, investor loans, and participation loans.
• Troubleshooting: Diagnose and resolve issues by replicating problems, collecting
  logs, and utilizing debugging tools. Collaborate with the product team to escalate
  and resolve critical issues.
• Product Knowledge: Develop an in-depth understanding of our products and stay
  updated with new features, enhancements. Knowledge of amortization, escrow
  processing, non accruals, charge-offs, skip pays and reserve premium
  processing.
• Documentation: Create and maintain detailed documentation, including
  troubleshooting guides, FAQs, and knowledge base articles, to empower
  customers and internal teams.
• Customer Advocacy: Act as a customer advocate by providing feedback to
  product and engineering teams based on customer interactions and experiences.
  Suggest product improvements and new features to enhance user satisfaction.
• Process Improvement: Continuously identify opportunities to improve support
  processes, tools, and workflows to increase efficiency and effectiveness.
  
  

REQUIREMENTS:

• Education: Bachelor’s degree in Business Administration, Information
  Technology, or a related field, or equivalent work experience.
• Experience: 5+ years of experience in a Loan support role, preferably in the
  fintech industry.

SALARY & BENEFITS:

• $60,000 - $75,000 Annual Salary 
• Annual Cash Bonus and Equity Options commensurate with the role level and experience
• 100% Fully Remote
• Robust 401(k) plan with company match
• Insurance - Health, Dental and Vision (Nymbus covers 100% of the Basic Dental premiums)
• Flexible Paid Time Off