If you’re the person who can take a “help, this is broken” message and turn it into a calm, solved, documented win, this role matters. You’ll support borrowers, brokers, and internal teams by troubleshooting systems and processes while protecting SLAs and customer experience.
About Cardinal Financial
Cardinal Financial is a nationwide direct mortgage lender focused on creating better borrower and partner experiences through strong service and proprietary technology. They’re known for a culture of self starters who push past “good enough” and take ownership of results. Their in house loan origination tech, Octane, is a core part of how they operate.
Schedule
⦁ Remote role supporting PST and MST time zones
⦁ SLA driven support environment with daily, weekly, and monthly follow ups
⦁ Base salary range: $42,000–$65,000 (based on experience, skills, and qualifications)
What You’ll Do
⦁ Provide support through email and chat for common questions and requests
⦁ Resolve internal support tickets tied to mortgage workflows (appraisal disputes, rapid re scores, running GUS, and more)
⦁ Help borrowers with dashboard access, password resets, eSigning, intent to proceed, and appraisal payments
⦁ Review and explain borrower facing documents like Loan Estimates, Closing Disclosures, and change summaries
⦁ Troubleshoot system, process, and experience issues, and document incidents for resolution team review
⦁ Contact customers by phone when issues require more nuanced guidance and step by step coaching
⦁ Escalate unresolved issues to the right internal teams using standard protocols
⦁ Support employees across the business, including leadership, with professional, high care service
⦁ Assist with account setup, basic network configuration, and software or hardware troubleshooting
⦁ Use internal tools and knowledge bases to deliver accurate solutions and maintain service quality
⦁ Track and complete tasks in alignment with SLAs and customer satisfaction goals
What You Need
⦁ High school diploma or GED
⦁ 2–3 years in front facing customer service roles
⦁ 1–2+ years of mortgage experience
⦁ 6+ months experience navigating the Octane platform (or equivalent demonstrated understanding)
⦁ 6+ months experience with remote desktop tools and help desk software (example: Zendesk or Freshdesk)
⦁ Working knowledge of mortgage terms, documents, and end to end loan process, including third party documentation
⦁ Knowledge in at least one support category (closing, appraisal desk, transaction management, etc.)
⦁ Intermediate Microsoft Office skills, especially Word and Excel
⦁ Strong communication, organization, and problem solving skills in a fast paced environment
⦁ Ability to manage high task volume, protect deadlines, and handle sensitive information with discretion
Benefits
⦁ Full benefits starting the first day of the month after your start date (medical, dental, vision, life, disability, and more)
⦁ Generous paid time off plus major holidays
⦁ 401(k) with 50% match starting after 30 days, effective the first of the following month
⦁ Career growth opportunities in a stable, growth minded company
⦁ Empowered culture where ideas and initiative are valued
If you’ve got mortgage know how, a help desk brain, and the patience to walk someone through a fix without making them feel dumb, jump on it.
Happy Hunting,
~Two Chicks…