[Remote] National Support Center Specialist

Note: The job is a remote job and is open to candidates in USA. Guaranteed Rate Affinity is a joint venture providing mortgage origination services. The National Support Center Specialist acts as a critical support resource, diagnosing and solving loan-level, technology, compliance, and process-related issues.

Responsibilities

• Multi-task effectively in a fast-paced environment, serving as an internal resource for diagnosing and resolving loan-level, technology, and company-related issues raised by loan officers, POD members, and internal GRA support teams
• Provide 5-star customer service through email, phone and instant messaging while maintaining professionalism, empathy, and a solutions-first mindset
• Log, track, and manage a pipeline of support requests in the JIRA Database System, ensuring each ticket receives fast, accurate, and full-circle resolution that meets or exceeds established SLAs
• Stay current on company updates by attending companywide informational calls, required training sessions, and reviewing all team-issued communications
• Meet quarterly performance metrics focused on production quantity, quality, and speed to resolution
• Support team and personal development goals, including continued education, process improvement, and cross-team collaboration

Skills

• Ability to work independently while juggling a wide variety of inquiries with urgency, attention to detail, and a collaborative mindset
• Comfortable managing and referencing multiple processes, policies, procedures, and frequent changes across the business
• Highly proficient and confident using technology; motivated by challenges and committed to continuous learning
• Strong diagnostic and critical thinking skills with the ability to digest complex issues and leverage available resources to create fast and accurate solutions
• Familiarity with key GRA platforms and tools including: Encompass, AUS Systems (DU/LPA/DO), Credit Reporting Vendors and online portals such as IR, Factual Data, etc., DataVerify, Mavent, DocuSign, MyAccount E-Doc Platform, AllRegs, Optimal Blue, Guaranteed Rate Resource Center
• Positive, dependable, and fully committed to delivering a best-in-class customer experience using our GRA Core Values to drive your actions every single day

Benefits

• Opportunities for continuous learning, upskilling, and professional growth
• A team culture centered on positivity, collaboration, and excellence

Company Overview