Mortgage Support Analyst (Help Desk)
Location: Richmond, VA (100% Onsite – 5 Days/Week)
Duration: 12-Month Contract
We are seeking a Mortgage Support Analyst to join our team in Richmond, VA. This role will support a large-scale Correspondent Lending migration to Empower by providing Help Desk support to end users, troubleshooting application issues, and ensuring timely issue resolution.
If you have experience in a Help Desk environment, excellent customer service skills, and an interest in supporting mortgage or financial services applications, we'd love to hear from you.
Key Responsibilities
- Provide first-level Help Desk support to end users via phone.
- Troubleshoot, analyze, and resolve application-related issues using available tools and resources.
- Escalate complex issues to Level 2 Support when necessary.
- Document all incidents and resolutions accurately in Salesforce.
- Educate users on issue resolution and best practices to minimize repeat support requests.
- Support new application rollouts and system enhancements.
- Perform warm transfers to appropriate support teams when required.
- Maintain compliance with company policies, risk management guidelines, and regulatory requirements.
- Stay current with daily operational updates and communications.
Required Qualifications
- Bachelor's degree required.
- High School Diploma or equivalent.
- 1–3 years of Help Desk or Technical Support experience.
- Strong troubleshooting and analytical skills.
- Excellent verbal, written, and interpersonal communication skills.
- Ability to work in a fast-paced, high-volume support environment while maintaining professionalism.
- Experience documenting support tickets and resolving customer issues.
Preferred Qualifications
- Associate's or Technical degree.
- 3+ years of IT Support experience.
- Experience supporting banking, mortgage, or financial services applications.
- Knowledge of Salesforce or other ticketing systems.
- Experience supporting loan origination or mortgage servicing platforms is a plus.
What We're Looking For
We're looking for someone who is:
- Customer-focused with excellent problem-solving skills.
- Able to prioritize multiple requests in a fast-paced environment.
- A strong communicator who enjoys helping end users.
- Comfortable working independently while collaborating with technical support teams.
EEO: “Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”