Position Summary
The STAR Support Specialist serves as the first line of support for resolving external and internal customer questions across Orion Lending's loan origination and pricing systems. This role handles multiple types of inquiries such as Portal navigation, reviewing investor and program guidelines, researching and explaining debt-to-income (DTI) discrepancies between the loan origination system (LOS) and Automated Underwriting System (AUS) findings, and walking users through their transactions as needed. Success in this role requires a comprehensive, working understanding of mortgage lending fundamentals along with strong customer service and communication skills.
Responsibilities
-
Support new and existing customers with system navigation, features and enhancements
-
Serve as the first line of escalation for issue resolution within Orion Lending's systems.
-
Maintain a comprehensive, up-to-date understanding of mortgage products, guidelines, and underwriting concepts to provide accurate, timely guidance.
-
Provide real-time troubleshooting for internal and external customer-related issues through ticketing, phone calls, and live chat.
-
Play an instrumental role in new customer application management and onboarding.
-
Follow established escalation paths to route issues to the appropriate internal departments.
-
Build and maintain strong working relationships and rapport across the Orion team, including Operations, Sales, and other departments.
-
Participate in special projects as needed.
Qualifications
-
2+ years of mortgage industry experience required.
-
Effective written and oral communication skills.
-
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
-
Comprehensive understanding of mortgage loan guidelines, DTI calculations, and AUS findings (DU/LPA).
-
Passionate about creating and fostering top-notch support practices.
-
Strong problem-solving skills with a customer-first mindset.
-
Familiarity with loan origination systems (POS/LOS) and pricing engines preferred.
