Loan Brokering System Support Specialist

Job Description :

The Loan Brokering System (LBS) Support Specialist is responsible for supporting end users of the all-new wemlo Loan Brokering System™, ensuring that users can navigate through loan origination and loan processing functions and processes. S / he will review, investigate, resolve, and communicate the resolution of customer support requests received by the Loan Operations Team in compliance with our service line agreements (SLAs). S / he is a subject matter expert on the loan origination process in the wemlo LBS, is capable of guiding customers’ use of the system, and escalates issues to higher tiers of service when necessary.

Essential Duties :

Serve as support for wemlo LBS issues experienced by mortgage brokers, loan originators, and loan processors, with focus on workflow troubleshooting

Maintain working knowledge of the mortgage brokerage industry including the life cycle of a loan, transaction types, transaction parties, disclosures, and key mortgage compliance requirements

Deliver support through individual phone conversations, emails, and webinars / Zoom calls

Craft job aids and support documents to manage frequently asked questions

Document customer interactions and issue resolution details for reporting purposes

Investigate and isolate user errors from system issues, and escalate true bugs and incidents to higher tiers of support

Assist with management of system configurations including organization details, pipeline reporting settings, business rules, document maintenance, and companywide reports, dashboards, and templates

Assist with testing activities for regular system updates

Run and distribute various reports on a recurring basis

Adhere to defined Service Line Agreement, Customer Data Protection Policy, Incident Management procedures, and Audit control processes

Cross-train other LBS Support Specialists on an

ad hoc

basis

Assist with other projects as assigned

Provide prompt, warm, and memorable service

License / Certification :

Certification as an administrator of another loan origination system (LOS) strongly preferred but not required

Active Mortgage Loan Originator, Assistant, or Processor license preferred but not required

Experience :

Minimum 5 years’ experience in a client-facing support role

Minimum 1 year experience supporting financial industry software-related processes

Preferred : 1+ year(s) experience as an IT Help Desk agent

Preferred : 1+ year(s) experience as an information system administrator

Preferred : Knowledge of MISMO XMLs (ULAD, DO, LPA)

Ideal candidate has been a financial-industry IT help desk agent or loan originator and seeks to leverage mortgage experience into a corporate role with room for growth into various franchise, product management, and loan operations functions

Motto Mortgage is a different kind of mortgage organization that provides clarity and personalized guidance to homebuyers who deserve an advocate. It’s a groundbreaking concept that connects a real estate brokerage to a separate, franchised mortgage brokerage, providing the one-stop shop homebuyers want and the experience they deserve. The new mortgage brokerage franchise model is the first of its kind in the United States and is offered by Motto Franchising, LLC, the second member of the RE / MAX Holdings, Inc. family of brands. It brings opportunity to consumers, brokers, loan officers and real estate agents. Each office is independently owned and operated.

Hire Range / Rate : $64,800 - $79,650

Actual compensation offered to candidate will be finalized at offer and may be above or below the posted range due to skill level, experience, industry specific knowledge, education / certifications, or geographic location. The offer rate represents one component of the RE / MAX Holdings total compensation package. Employees will also receive a number of benefits as listed below. Other compensation for this position may include bonus eligibility.

Competitive Medical, Dental, and Vision benefits

Retirement plans with optimal company match

Annual bonus / merit opportunity

Educational Assistance

Mental Health support program

M.O.R.E. Events offered in-person and virtually

Mentorship program

Employee Resource Groups

Community Engagement

Diversity, Equity, and Inclusion

Parenting

Remote

Women at RE / MAX

RE / MAX, LLC & Motto Mortgage

Now is your chance to become part of a world-class, industry leading organization. RE / MAX Holdings, Inc. is a business that builds businesses. We provide the tools, education and tech to our real estate network, which includes RE / MAX and Motto Mortgage franchises, agents, brokers, and consumers. Join us and build a career where your contribution is heard, your

RE / MAX Holdings, Inc. is proudly headquartered in Denver, Colorado. Certain roles may be location specific, however in addition to Colorado, we welcome qualified candidates in the following states : Arkansas, California, Florida, Georgia, Illinois, Massachusetts, Michigan, Ohio, and Texas!

RE / MAX Holdings, Inc. is proud to be an equal opportunity employer committed to diversity and inclusion, as well as non-discrimination in employment. All persons shall be afforded equal employment opportunity, and all qualified applicants receive consideration without regard to race, color, religion, gender, sexual orientation, national origin, age, veteran status, disability unrelated to performing the essential task of the job or other legally protected categories. In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

• As measured by transactions sides

Application Deadline : October 25, 2025