Here at
Lower, we believe homeownership is the key to building wealth, and we’re making it easier and more accessible than ever. As a mission-driven fintech, we simplify the home-buying process through cutting-edge technology and a seamless customer experience.With tens of billions in funded home loans and top ratings on Trustpilot (4.8), Google (4.9), and Zillow (4.9), we’re a leader in the industry. But what truly sets us apart?
Our people.
Join us and be part of something bigger.
Job Description:
The Mortgage Technology Support Technician plays a critical role in ensuring the seamless operation of the Lower mortgage systems and applications. This position is essential for maintaining the functionality and efficiency of mortgage technology tools that support the entire mortgage lifecycle, from application processing to loan closing. The technician serves as the primary point of contact for diagnosing and resolving technical issues, providing user support, and implementing system improvements.
Success in this role requires a combination of technical expertise, problem-solving abilities, and knowledge of mortgage industry practices.The position will also interface with multiple technology teams, including Product Owners, Business Analysts, and Development team members with the goal of promoting Mortgage Technology product support and development to the full organization.
Who you are:
- Ability to work independently leveraging internal time management skills.
- Strong written and verbal communication skills.
- Embodies a positive and “can do” attitude and how to get answers on your own.
- Strong troubleshooting skills.
- A love for helping others through great customer service.
- Flexibility and adaptability to perform in a high-volume, fast paced, and dynamic environment.
- Outstanding communication and organizational skills.
- Ability to be solution driven in challenging situations, while still providing empathy and understanding for technical issues.
PREFERRED SKILLS:
- 1+ years of experience in a customer facing support role
- 1+ years of customer service experience
- Mortgage or Financial Services Industry Experience
- Previous experience in a help desk or remote support environment
- Previous experience with point-of-sale mortgage systems
- Experience with Encompass (Loan Origination System)
What you’ll do
- Provide prompt and helpful analysis and response to support requests.
- Utilize a web-based ticketing system to respond to and update customers, adhering to established service level agreements.
- Identify, prioritize, and escalate urgent issues requiring advanced technical support.
- Identify and troubleshoot a variety of end-user requests across our Loan Origination System (LOS), Point of Sale (POS), and Process Automation technologies through an established triage process.
- Track incoming ticket types to identify trends and facilitate training and resources as needed.
- Assist with communicating technology changes and updates to the field as necessary.
- Update and maintain system documentation supporting root cause analysis and solutions.
- Assist with new user setup, user maintenance, and concierge onboarding to Lower technologies.
- Learn and execute basic functions of LOS, POS, and Process Automation to assist with day-to-day system administration.
- Serve as a subject matter expert on designated projects and initiatives as needed.
- Perform other duties and application configuration and support tasks as assigned.
- Provide excellent customer service.
Why you’ll love it:
- You will have leadership and influence in steering the financial direction and performance of branches.
- Your work will directly influence the company’s growth and strategic decisions, providing you with a platform to lead, innovate and drive meaningful change.
- Lower values promotion from within and provides ample opportunities for career advancement. You will be joining an environment that supports your professional development.
When you join:
- You’ll join a locally and nationally recognized best place to work that values promotion from within.
- Plus:
- Competitive compensation plan
- Extended benefit offerings including:
- Medical/dental/vision
- Paid holidays
- Paid time off
- Parental leave
- Life/ Accident/ Critical Illness insurance
- Short- and long-term disability
- 401K with company match
- Discount on home mortgage refinances or purchases
Where you’ll work:
- Work where you want! In office, remote or Hybrid.
Compensation:
Lower provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.Privacy Policy
