About RWM

RWM Home Loans is a family-owned community mortgage bank with over 3 decades of experience, proudly providing award-winning 5-star service to help clients achieve their home financing goals. Our mission is to empower communities through financial education and homeownership and we’re building a team of passionate individuals who share this vision from coast to coast. We offer a wide variety of loan programs with flexible options and tailored consultations, helping us guide clients every step of the way to long-term financial success.

Our commitment to excellence is reflected in our workplace culture, which has earned us repeat recognition as a Top Workplace, with honors for employee appreciation, professional development, well-being, and innovation. With access to upper management and a platform to share your ideas, we’re committed to investing in our team members’ growth and we offer a variety of development opportunities and growth avenues. Ready to make a difference and advance your career? Join our award-winning team and achieve your career goals with us!

Job Overview

We are seeking a dedicated and detail-oriented Sales Support Specialist to join our dynamic Sales Support team. As a Sales Support Specialist, you will work closely with our loan officers and operations team members throughout the mortgage loan process, ensuring a smooth and efficient experience for our internal team members, their clients and referral partners. You will play a pivotal role in providing training & support to deliver solutions that lead to successful loan originations and a five-star experience.

Key Responsibilities

Manage and resolve support requests through the FreshDesk ticketing system.
Respond promptly to Live Chat and Hotline inquiries and provide accurate, timely assistance.
Collaborate with Sales and Operations teams to address loan file setup, qualification, and guideline questions.
Develop proficiency in RWM’s internal workflows and loan processes.
Learn and understand basic guidelines for Conventional, FHA, VA, USDA & nonQM loan programs.
Assist with reviewing loan applications for completeness and compliance with company policies for correspondent and brokered loan transactions.
Actively participate in team trainings, meetings, and monthly Sales & Operations sessions to stay informed on internal processes and external products.

Qualifications

1+ year experience in a support role for a Mortgage Lender
Strong organizational and multitasking abilities
Excellent communication and customer service skills over the phone, email & Microsoft Teams Chats
Proficiency in MS Office

Desired, but not required:

Encompass loan origination software experience
Canva, Mortgage Coach, Total Expert or SimpleNexus (nCino) experience
Support ticketing experience (Salesforce, Zendesk, FreshDesk etc.)
Comfortable hosting/leading internal trainings including screensharing, system walkthroughs and job aide creation