Application Support Analyst

## Description **The Team:** At Kind Lending, our family of diverse and talented Kind Ambassadors is the driving force behind our new approach to the mortgage experience. Our Kind Ambassadors are the heart and soul of the organization and our “People Before Profits” mentality shines through in every department. Kind Lending is growing and is looking for top mortgage professionals who value opportunity, lasting business partnerships, and who live out our KIND mindset. Kind Lending is determined to provide the best service in the industry while also providing homebuyers with a great selection of products to enhance their buying experience. Backed by our trusted leadership team, Kind Lending’s friendly and professional model puts the “fun” in funding. **Position Summary**: Kind Lending, LLC is seeking an Application Support Analyst to support the people and processes behind our mortgage loan origination system. This role is a fit for someone who knows the mortgage business inside and out and who can translate that knowledge into fast, accurate support for the teams using our platform every day. You do not need a technical or scripting background. What you do need is a sharp understanding of the loan process, an eye for detail, and the ability to communicate clearly with people at every level of the organization. **Responsibilities:** - **User Support:** Serve as a frontline resource for internal users working within our LOS, answering questions and resolving issues related to loan processing, workflow steps, and system functionality. - **Issue Triage:** Listen closely to user reported problems, ask the right questions, and determine whether an issue is a process misunderstanding, a data entry error, or something that needs to be escalated to the appropriate team. - **Process Knowledge:** Maintain a deep working knowledge of the mortgage loan lifecycle across origination channels so that support is grounded in how the business actually works, not just how the system is configured. - **Communication:** Deliver clear, patient, and professional communication to users regardless of their technical comfort level, and keep stakeholders informed as issues move toward resolution. - **Documentation:** Help build and maintain Standard Operating Procedures and reference materials so that common issues can be resolved quickly and consistently across the team. - **Collaboration:** Partner with Operations, Corporate, and vendor contacts to ensure issues are resolved with the loan process and the borrower experience in mind. **Qualifications:** - **Mortgage Industry Experience:** Solid understanding of the mortgage loan process, ideally with hands on experience in one or more origination channels such as wholesale, correspondent, or retail lending. - **Detail Orientation:** Comfortable digging into the specifics of a loan file or workflow step to identify exactly where something went wrong. - **Communication Skills:** Excellent written and verbal communication, with the ability to explain issues and solutions clearly to both technical and non-technical audiences. - **Customer Service:** A calm, service-oriented approach to supporting internal users, even when issues are urgent or frustrating. - **Organizational Skills:** Strong ability to manage multiple open issues at once, prioritize appropriately, and follow through until resolution. - **Bonus:** Working knowledge of Blue Sage’s platform is a plus. **Pay Disclosure:** The starting base pay range for this position is $31.25/hour. The actual base is dependent on many factors such as work experience, business needs, market demands, and other compensation components. The base pay range is subject to change and may be modified in the future. **Disclaimer:** This job description is not intended, nor should it be construed to be, an exhaustive list of all responsibilities, duties, skills, or working conditions associated with a job. It is intended to be a general description of the principal requir…