About the Role

Extend Your Team is recruiting a remote Mortgage Loan Support Specialist to assist high-growth fintech and financial services clients. This role focuses on delivering high-quality customer service, managing digital communication channels, and integrating into client workflows to improve operational efficiency. You will support customers through financial application processes in an autonomous, outcome-driven environment supported by a professional staffing firm.

Requirements

• The position requires at least two years of direct experience handling loan origination or underwriting tasks within a US mortgage or loan account.
• Candidates must have a proven background in customer-facing roles within the financial services industry.
• You must possess superb communication skills, including clear and concise written English, along with excellent diction and verbal clarity.
• A bachelor’s degree or comparable professional work experience in financial services is required.
• Proficiency in using customer support tools such as ZenDesk, task management software, Google Drive, and email is essential for this role.
• You must be highly organized, capable of managing your time effectively, and maintain a sharp, detail-oriented mindset when processing financial information.
• This is a full-time remote position for individuals residing in the Philippines, and candidates must be able to commit to a work schedule aligning with US Pacific time, specifically from 9 AM to 6 AM with a one-hour break.

Responsibilities

• In this role, you will be responsible for responding to customer queries in a timely, accurate, and effective manner using ZenDesk and other designated support platforms.
• A primary duty includes guiding customers through the mortgage application process whenever required to ensure a smooth user experience.
• You will be expected to thoroughly document and log all customer interactions, including specific issues, compliments, or formal complaints.
• Furthermore, you will track and report on customer experiences across both online and offline channels by maintaining logs, utilizing dashboards, and updating CRM systems.
• Your daily activities will involve balancing immediate customer support needs with the systematic tracking of performance metrics to ensure organizational goals are met consistently.

Benefits & Perks

• The company offers a comprehensive package including HMO coverage and a monthly meal allowance of $121 USD.
• Employees receive 10 days of paid time off, a December bonus, and an annual rate increase.
• Eligible contractors starting in November or December 2026 may receive a $1,000 USD sign-on bonus paid in two installments at the 2-month and 4-month milestones.
• Additionally, the role includes an internet allowance and the provision of necessary work devices and accessories.
• The benefits package also features an additional maternity leave policy of up to six weeks of paid leave, which is separate from standard PTO.