Operations Support

Overview

The Operations Support Desk Specialist provides primary customer and technical support to Retail, Wholesale, and Correspondent staff via an internal ticketing system. With a primary focus on TRID disclosure requirements, this fast-paced role demands rapid problem-solving skills and a strong commitment to compliance. The specialist will develop strong working relationships with immediate team members as well as company-wide operations staff to ensure seamless business workflows. Core duties include, but are not limited to, the functions described below.

Essential Job Functions:

• Customer Service: Deliver high-quality support by efficiently resolving policy and TRID compliance inquiries, with a dedicated focus on the loan disclosure process.
• Production & Compliance: Review incoming loans for Rate Locks, Relocks, and Changes of Circumstances (CoC) to ensure strict adherence to TRID documentation guidelines. Proactively identify and communicate file deficiencies to internal teams and external customers to secure the documentation necessary for accurate, timely disclosures.
• Organization & Time Management: Demonstrate exceptional organizational skills as a self-starter, effectively managing daily priorities and multitasking between incoming new tickets and resolving outstanding items in the pipeline.
• Communication: Maintain clear, concise, and professional verbal and written communication with colleagues and customers, acting as a vital liaison across internal departments to support a cohesive corporate workflow.
• Equipment: Uses such office equipment as computer terminals and copiers.
• Physical: Must be able to sit for extended time periods. Hearing and vision within normal ranges.

Responsibilities

• Meet daily productivity requirements, set by manager, files reviewed and disclosed.
• Understand, maintain and validate TRID compliance requirements.
• Evaluate and communicate ATR/QM and Mavent Report findings as relates to TRID disclosures.
• Work in tandem with loan production personnel including Retail and TPO Loan Channels to ensure smooth process flow within the company.
• Review validate and process change of circumstance data/processes re-disclosures directly to applicant.
• Perform loan application data entry updates and/or changes in Encompass.

Qualifications

Experience:

• Experience in mortgage operations required

Skills:

• Ticketing System experience
• Disclosure knowledge
• Strong interpersonal-communication and business-relationship skills
• Detail oriented
• Excellent written and verbal communication skills
• Encompass LOS
• Technologically proficient in MS Windows software
• Outlook experience required
• Excellent spelling skills required

Education:

• High school diploma

Travel and other requirements:

• Travel is not required
• During periods of high volume there may be mandatory overtime of up to 2 hours per day.

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