Provider Support Specialist

About FirstClose

FirstClose is an innovative, dynamic and leading finance technology provider that designs, develops, and delivers best-in-class nationwide property & borrower data intelligence and settlement services to financial institutions in real estate and mortgage lending. Our innovative platform (a proprietary Sofware-as-a-Service application (SaaS)) has streamlined the loan process for over 400 lending institutions by directly integrating with existing loan origination systems to deliver instant property data, valuation, title, and settlement services, all in one place efficiently. Our mission is to empower lenders and their borrowers with cutting-edge solutions, enhance efficiency and drive success in the ever-evolving mortgage industry. We are continually growing and evolving. FirstClose operates on five core values: 1) Clients First - Focus on the market and needs of our clients. 2) Accountability - Be the change you seek, 3) Passion - Develop new ways to do things. 4) Respect - Build a culture of trust and transparency. 5) Engagement - Foster inclusion and collaboration.

Provider Support Specialist
Department: Provider Management
Reports To: Director of Customer Support (with potential for promotion to Provider Manager)
Location: Remote, based in the US
Type: Full-Time

Role Summary:

The Provider Support Specialist is responsible for delivering day-to-day operational support to settlement services providers, ensuring smooth integration and usage of the FirstClose application. This role involves onboarding new providers, providing technical assistance, maintaining compliance reporting, and collaborating with internal teams to optimize provider performance.

Key Responsibilities:

• Serve as the primary point of contact for providers, assisting with technical troubleshooting and operational support.
• Onboard new providers by guiding them through setup, training, and system integration.
• Maintain up-to-date documentation, FAQs, and training materials to assist providers.
• Monitor provider activity and identify compliance gaps based on agreed workflows.
• Assist in tracking provider performance metrics (turnaround time, accuracy, service quality) and escalate issues when necessary.
• Support contract and SLA oversight by ensuring compliance and documenting service commitments.
• Facilitate dispute resolution by collaborating with providers and internal teams.
• Work closely with Product and Engineering to ensure seamless integration of provider services.

Skills Required:

• Strong technical troubleshooting and communication skills.
• Experience with onboarding, training, or SaaS application support.
• Ability to analyze performance data and compliance reports.
• Excellent collaboration and conflict resolution abilities.
• Familiarity with SaaS-based workflows and technical integrations.

Preferred Qualifications:

• Experience in provider management, vendor relations, or SaaS-based service coordination.
• Knowledge of settlement services, mortgage lending, or compliance processes.
• Bachelor's degree in a related field (preferred but not required).

Key Performance Metrics (KPIs):

• Provider onboarding completion time (efficiency of setup and integration).
• Provider satisfaction scores (feedback and engagement).
• Compliance adherence metrics (tracking workflow consistency and SLA performance).