WHO WE AREHeadquartered in Nashville, Tennessee, Ncontracts leads the industry in integrated risk management and compliance solutions, serving over 5,000 financial institutions nationwide. As a seven-time Inc. 5000 Fastest Growing Companies honoree and consistent year-over-year recipient of "Best Places to Work" awards, we offer a thriving, work environment where career growth and life-work balance go hand in hand.At Ncontracts, you'll join a team of industry experts dedicated to strengthening the financial services sector through innovation and thought leadership. We're seeking creative, collaborative, and self-driven professionals across all areas of our business - from developing cutting-edge solutions to sales, marketing, customer support, and beyond. Join us in our mission to make the financial industry stronger and more resilient, while advancing your career in a supportive, dynamic environment that values your unique skills and perspectives.Summary / ObjectiveThe Customer Support Specialist I – Lending Compliance is responsible for providing compliance and general assistance to Ncontracts clients and staff who use our Lending Compliance systems, including HMDA, CRA, and Fair Lending. This role delivers exceptional client support while maintaining a strong understanding of mortgage compliance and regulatory environments. The Specialist is a key contributor to client satisfaction and the overall success of the support team.Essential FunctionsDeliver top-tier customer service for clients across all Ncontracts Lending Compliance software products, ensuring timely and accurate resolution of inquiriesThoroughly document all client interactions in the Help Desk tracking system (Salesforce); escalate complex or sensitive issues as appropriateMaintain a working knowledge of Ncontracts product usage within designated operating systems, networks, hardware, databases, and peripheralsAct as liaison between clients and third-party vendors to determine and document specifications; use Ncontracts utilities to create screenshots, map data, and program logic as neededReview compliance rulesets to ensure Ncontracts products operate within acceptable regulatory standardsLiaise with the Development team to ensure proper implementation of established compliance policiesReview internal reports and analytics to verify alignment with external banking regulationsMonitor operations and procedures across software solutions to ensure overall complianceParticipate in client- or Ncontracts-specific product testing as neededSupport Sales, Development, and Training staff as requestedProactively identify trends in client issues and communicate findings to leadership to drive process improvementMaintain and grow knowledge of federal, state, and local lending regulations including HMDA, CRA, NMLS Mortgage Call Reports, and Reg. CCompetenciesStrong client service orientation with the ability to communicate complex regulatory topics clearly and professionallyKnowledge of mortgage compliance and regulatory environments (HMDA, CRA, Fair Lending, Reg. C)High level of proficiency in software troubleshooting and supportEffective time management and organizational skillsExcellent interpersonal communication skills via phone, video, and written formatsProfessional, proactive, and positive work ethicAbility to work cross-functionally with clients, co-workers, and third parties in a tactful and professional mannerSupervisory ResponsibilityThis position holds no formal supervisory authority.Required Education and Experience3+ years of experience in software support or a banking/financial institution environmentKnowledge of mortgage compliance and regulatory environments, including HMDA, CRA, Fair LendingHigh level of proficiency in the installation, use, and troubleshooting of software systemsExcellent written and verbal communication skillsUndergraduate degree preferred, or equivalent combination of education and experiencePreferred Education and ExperienceSalesforce experience, especially Service CloudExperience with Help Desk or case management ticketing systemsFamiliarity with SaaS support environmentsStrong Excel and reporting backgroundExperience participating in software testing or product release coordinationExperience with NMLS Mortgage Call ReportsWork / Team EnvironmentA fun, fast-paced work environment that encourages teamwork and strong customer service skills. This position is primarily remote, utilizing standard office equipment including computers and phones, with regular video conferencing.Position Type / Expected Hours of WorkFull-time position, Monday through Friday, during normal business hours in the appropriate time zone. Evening and weekend work may be required as job duties demand.TravelLess than 5%. Travel may be requested for company conferences, team meetings, or client visits.WE OFFER ALL FULL-TIME TEAM MEMBERS:A fun, fast-paced work environmentResponsible PTO Plan that meets or exceeds state and local medical and family leave laws11 paid holidaysCommunity and social events to keep you connected and engagedMental Health BenefitsMedical, Dental and Vision insuranceCompany-paid Group Life Insurance, Short- and Long-Term DisabilityFlexible Spending Account & Health Savings AccountAflac Benefits – Critical Illness, Cancer Protection, & Hospital ChoicePet Insurance401 (k) with company match with eligibility on Day 1 of employment2 Paid Volunteer Time Off DaysAnd much more!AAP/EEO StatementNcontracts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex,
