Offer summary

Qualifications:

Bachelor’s degree in Business Administration, Information Technology, or a related field, or equivalent work experience., 5+ years of experience in a Loan support role, preferably in the fintech industry., Strong technical support skills with a focus on loan product functionality., In-depth knowledge of loan processes including amortization, escrow processing, and charge-offs..

Key responsabilities:

Provide timely and effective technical support to customers via ticket or phone.

Diagnose and resolve issues by replicating problems and utilizing debugging tools.

Create and maintain detailed documentation, including troubleshooting guides and FAQs.

Act as a customer advocate by providing feedback to product and engineering teams.

Job description

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

Ready to join? We invite you to watch this video and learn who we are and how we build and innovates together!

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