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 youwill play a crucial part in ensuring the success and satisfaction of our clients byproviding exceptional technical support for our products. You will work closely with ourengineering and product teams to resolve complex issues, enhance productfunctionality, and improve overall user experience.
KEY RESPONSIBILITIES:
- Customer Support: Provide timely and effective technical support to customersvia ticket or phone. Address and resolve customer issues related to loan productfunctionality for consumer, commercial and residential real estate loans, whichinclude, 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, collectinglogs, and utilizing debugging tools. Collaborate with the product team to escalateand resolve critical issues.
- Product Knowledge: Develop an in-depth understanding of our products and stayupdated with new features, enhancements. Knowledge of amortization, escrowprocessing, non accruals, charge-offs, skip pays and reserve premiumprocessing.
- Documentation: Create and maintain detailed documentation, includingtroubleshooting guides, FAQs, and knowledge base articles, to empowercustomers and internal teams.
- Customer Advocacy: Act as a customer advocate by providing feedback toproduct 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 supportprocesses, tools, and workflows to increase efficiency and effectiveness.
REQUIREMENTS:
- Education: Bachelor’s degree in Business Administration, InformationTechnology, or a related field, or equivalent work experience.
- Experience: 5+ years of experience in a Loan support role, preferably in thefintech 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!Let’s Go!
