Mortgage Business Application Support Specialist

Position Overview

The Application Support Specialist provides front-line Mortgage application support for CMG's lending platforms, resolving issues for internal staff and clients across the mortgage origination and servicing lifecycle. This role handles incoming requests by phone and ticket, troubleshoots and documents resolutions, escalates complex issues, and contributes to the team's knowledge base and process improvements. It is well suited for someone with mortgage industry experience who thrives in a fast-paced, customer-focused support environment .

Work Schedule

The standard work schedule for this position is Monday through Friday

• 1PM to 10PM ET (10AM to 7PM PT)
• All team members need to expect that they will be working a few holidays and will be participating in testing on the first Saturday of each month from 9 pm to 11 pm PST.
• The employee needs to be willing to cover weekend shifts, earlier or later shifts to cover co-workers on PTO.

Essential Duties & Responsibilities

• Provide phone and ticket-based application support to internal staff and clients, delivering timely, high-quality resolution across CMG's lending platforms.
• Monitor support queues and respond to incoming requests within established service levels.
• Manage assigned tickets through resolution, documenting troubleshooting steps and outcomes clearly.
• Escalate complex or unresolved issues to the Application Support Team Lead and adjacent teams, following through to resolution.
• Contribute to the team's knowledge base by documenting recurring issues, resolutions, and process updates.
• Train end users and share application and business knowledge with IT teammates.
• Participate in an off-hours coverage rotation supporting business operations.

Qualifications & Experience

• 5+ years of mortgage software support experience (LOS, Pricing Engines, Document Vendors)
• Knowledge of mortgage compliance (GFE, TIL, LO Comp, TRID, ATR/QM, etc.)
• Working knowledge of mortgage industry applications and workflows, including loan origination and servicing platforms.
• Experience managing support tickets and documenting resolutions in an enterprise ITSM/ticketing platform.
• Strong customer service orientation with the ability to support both internal staff and external clients.
• Solid analytical and troubleshooting skills with a focus on clear, repeatable resolution.
• Effective written and verbal communication skills, with the ability to explain technical issues to non-technical users.
• Ability to manage multiple priorities in a fast-paced support environment.
• Availability to work flexible hours, including participation in an off-hours coverage rotation.
• Excellent verbal and written communication skills
• Flexible and proactive, with a willingness to take on a variety of tasks
• Strong facilitation skills; able to gather requirements across teams and departments

SUPERVISORY RESPONSIBILITIES:

Direct Reports: N/A

PHYSICAL and ENVIRONMENTAL CONDITIONS:

This role operates in an ADA compliant office environment, utilizing typical office equipment and tasks including computer work. The position may involve partial stationary positions and moving throughout the day. Flexibility to work overtime to meet project deadlines is required.

Compensation Information – This is a remote role that can be performed from within the United States. The salary range for the position is $75,000 to $85,000 depending on skills and experience.