Customer Support Specialist 1 at Ncontracts

Job description

WHO WE ARE Headquartered in Nashville, Tennessee, Ncontracts leads the industry in integrated risk management and compliance solutions, serving over 5,000 financial institutions nationwide. As an eight-time Inc. 5000 Fastest Growing Companies honoree and consistent year-over-year recipient of "Best Places to Work" awards, we offer a thriving, work environment where career growth and life-work balance go hand in hand. At Ncontracts, you'll join a team of industry experts dedicated to strengthening the financial services sector through innovation and thought leadership. We're seeking creative, collaborative, and self-driven professionals across all areas of our business - from developing cutting-edge solutions to sales, marketing, customer support, and beyond. Join us in our mission to make the financial industry stronger and more resilient, while advancing your career in a supportive, dynamic environment that values your unique skills and perspectives. Summary / Objective The Customer Support Specialist I – Lending Compliance is responsible for providing compliance and general assistance to Ncontracts clients and staff who use our Lending Compliance systems, including HMDA, CRA, and Fair Lending. This role delivers exceptional client support while maintaining a strong understanding of mortgage compliance and regulatory environments. The Specialist is a key contributor to client satisfaction and the overall success of the support team. Essential Functions - Deliver top-tier customer service for clients across all Ncontracts Lending Compliance software products, ensuring timely and accurate resolution of inquiries - Thoroughly document all client interactions in the Help Desk tracking system (Salesforce); escalate complex or sensitive issues as appropriate - Maintain a working knowledge of Ncontracts product usage within designated operating systems, networks, hardware, databases, and peripherals - Act as liaison between clients and third-party vendors to determine and document specifications; use Ncontracts utilities to create screenshots, map data, and program logic as needed - Review compliance rulesets to ensure Ncontracts products operate within acceptable regulatory standards - Liaise with the Development team to ensure proper implementation of established compliance policies - Review internal reports and analytics to verify alignment with external banking regulations - Monitor operations and procedures across software solutions to ensure overall compliance - Participate in client- or Ncontracts-specific product testing as needed - Support Sales, Development, and Training staff as requested - Proactively identify trends in client issues and communicate findings to leadership to drive process improvement - Maintain and grow knowledge of federal, state, and local lending regulations including HMDA, CRA, NMLS Mortgage Call Reports, and Reg. C Competencies - Strong client service orientation with the ability to communicate complex regulatory topics clearly and professionally - Knowledge of mortgage compliance and regulatory environments (HMDA, CRA, Fair Lending, Reg. C) - High level of proficiency in software troubleshooting and support - Effective time management and organizational skills - Excellent interpersonal communication skills via phone, video, and written formats - Professional, proactive, and positive work ethic - Ability to work cross-functionally with clients, co-workers, and third parties in a tactful and professional manner Supervisory Responsibility This position holds no formal supervisory authority. Required Education and Experience - 3+ years of experience in software support or a banking/financial institution environment - Knowledge of mortgage compliance and regulatory environments, including HMDA, CRA, Fair Lending - High level of proficiency in the installation, use, and troubleshooting of software systems - Excellent written and verbal communication skills - Undergraduate degree preferred, or equivalent combination of education and experience Preferred Education and Experience - Salesforce experience, especially Service Cloud - Experience with Help Desk or case management ticketing systems - Familiarity with SaaS support environments - Strong Excel and reporting background - Experience participating in software testing or product release coordination - Experience with NMLS Mortgage Call Reports Work / Team Environment A fun, fast-paced work environment that encourages teamwork and strong customer service skills. This position is primarily remote, utilizing standard office equipment including computers and phones, with regular video conferencing. Position Type / Expected Hours of Work Full-time position, Monday through Friday, during normal business hours in the appropriate time zone. Evening and weekend work may be required as job duties demand. Travel Less than 5%. Travel may be requested for company conferences, team meetings, or client visits. WE OFFER ALL REGULAR FULL-TIME TEAM MEMBERS: - A fun, fast-paced work environment - Responsible PTO Plan that meets or exceeds state and local medical and family leave laws - 11 paid holidays - Community and social events to keep you connected and engaged - Mental Health Benefits - Medical, Dental and Vision insurance - Company-paid Group Life Insurance, Short- and Long-Term Disability - Flexible Spending Account & Health Savings Account - Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice - Pet Insurance - 401 (k) with company match with eligibility on Day 1 of employment - 2 Paid Volunteer Time Off Days - And much more! *Part-Time and Contractor positions are not eligible for company benefits, including paid time off, health insurance, and other employee benefit programs. Full-time temporary employees are eligible for certain group benefits after a waiting period; specific eligibility timing will be provided at the time of offer. AAP/EEO Statement Ncontracts 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. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Requirements

Must-haves

Deliver top-tier customer service for clients across all Ncontracts Lending Compliance software products, ensuring timely and accurate resolution of inquiries
Thoroughly document all client interactions in the Help Desk tracking system (Salesforce); escalate complex or sensitive issues as appropriate
Maintain a working knowledge of Ncontracts product usage within designated operating systems, networks, hardware, databases, and peripherals
Act as liaison between clients and third-party vendors to determine and document specifications; use Ncontracts utilities to create screenshots, map data, and program logic as needed
Review compliance rulesets to ensure Ncontracts products operate within acceptable regulatory standards
Liaise with the Development team to ensure proper implementation of established compliance policies
Review internal reports and analytics to verify alignment with external banking regulations
Monitor operations and procedures across software solutions to ensure overall compliance
Participate in client- or Ncontracts-specific product testing as needed
Support Sales, Development, and Training staff as requested
Proactively identify trends in client issues and communicate findings to leadership to drive process improvement
Maintain and grow knowledge of federal, state, and local lending regulations including HMDA, CRA, NMLS Mortgage Call Reports, and Reg. C
Competencies
Strong client service orientation with the ability to communicate complex regulatory topics clearly and professionally
Knowledge of mortgage compliance and regulatory environments (HMDA, CRA, Fair Lending, Reg. C)
High level of proficiency in software troubleshooting and support
Effective time management and organizational skills
Excellent interpersonal communication skills via phone, video, and written formats
Professional, proactive, and positive work ethic
Ability to work cross-functionally with clients, co-workers, and third parties in a tactful and professional manner
Supervisory Responsibility
This position holds no formal supervisory authority.

Nice-to-haves

Undergraduate degree preferred, or equivalent combination of education and experience
Preferred Education and Experience

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

Platform: ashby
Effort: quick

Benefits

Benefits detected in the listing.

Health Insurance

Dental

Vision

Pto

Paid Time Off