Loan Origination System Support Analyst
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Job Description
Loan Origination System Support Analyst supporting banks with Hawthorn River loan origination software. Troubleshooting lending workflows, documentation, onboarding, training, and customer issues.
Responsibilities:
- Serve as a primary support resource for financial institutions utilizing Hawthorn River lending solutions
- Manage and resolve customer support requests submitted through ClickUp and other support channels
- Assist customers with loan application setup, configuration, and workflow management
- Support loan document generation and TRID disclosure processing
- Support collateral, appraisal, flood, and title management
- Assist with fee setup, payment calculations, user administration, permissions, system troubleshooting, and loan booking
- Support loan renewals, modifications, post-closing activities, and reporting functions
- Research and troubleshoot customer-reported issues, coordinating with internal teams and third-party providers when necessary
- Work directly with financial institutions to identify root causes and recommend solutions
- Develop post-conversation action plans to ensure customer success and issue resolution
- Create and maintain knowledge base documentation, support guides, and issue-resolution resources
- Identify recurring customer issues and provide product feedback to internal teams
- Gather customer requirements and assist with product-utilization improvement projects
- Provide virtual training and guidance to customers
- Conduct system utilization reviews and recommend best practices
- Assist with testing product updates and releases
- Support new customer onboarding and training initiatives as needed
- Serve as an escalation resource for complex customer issues requiring research and analysis
Requirements:
- Minimum of five years of relevant experience in banking, lending operations, loan documentation, loan servicing, loan administration, or loan origination support
- Experience generating and/or reviewing consumer, commercial, and real estate loan documentation
- Strong understanding of loan operations and the end-to-end lending process
- Familiarity with real estate lending documentation and TRID-related consumer lending documentation
- Experience working with loan origination systems, loan documentation systems, and lending software platforms
- Strong analytical and problem-solving skills
- Excellent verbal and written communication skills
- Ability to manage multiple priorities while providing exceptional customer service
- Strong attention to detail and documentation skills
- Experience working in community banking environments preferred
- Experience supporting loan origination software systems, including configuration, maintenance, and user support preferred
- Working knowledge of consumer and commercial lending compliance requirements preferred
- Experience with loan document generation platforms such as LaserPro or similar solutions preferred
- Salesforce experience is a plus
- Experience with ticketing systems such as ClickUp, Jira, or similar support platforms preferred
- Experience providing customer training or product support preferred
- Fintech or banking technology experience preferred
- Ability to investigate issues and perform research independently
- Comfort working with both technical and non-technical users
- Ability to explain complex lending concepts clearly
- Self-motivated with the ability to manage multiple customer requests in a fast-paced environment
- Applicants must be authorized to work in the United States without the need for sponsorship now or in the future
Benefits:
- Eligibility for incentive awards based on both individual and business performance
- Comprehensive range of benefits
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