Support is the heartbeat of the borrower experience, and this role is built for someone who can own tickets, solve problems fast, and keep loans moving without dropping the ball.
About Cardinal Financial
Cardinal Financial is a nationwide direct mortgage lender focused on delivering a top-tier borrower and partner experience, powered by its proprietary loan origination technology, Octane. The company leans into innovation, accountability, and people who push beyond “good enough.”
Schedule
- Remote (U.S.) with availability aligned to PST/MST
- SLA-driven environment with daily follow-ups and high ticket volume
- Cross-functional collaboration with internal teams and external customers
What You’ll Do
- Provide support via email and chat, answering common customer questions clearly and quickly
- Own support tickets end-to-end and resolve issues within outlined SLAs and quality standards
- Troubleshoot system, process, and experience issues for internal and external customers
- Assist with borrower access and workflow support including password resets, eSigning, dashboard access, intent to proceed, and appraisal payment
- Review and explain borrower documents like Loan Estimates, Closing Disclosures, and Change Summary updates
- Handle internal requests such as appraisal disputes, rapid re-scores, running GUS, and other support ticket workflows
- Contact customers by phone when issues require more nuanced instruction and document incidents in task management tools (e.g., Asana)
- Escalate unresolved issues to the appropriate internal teams following standard procedures
- Diagnose issues related to account setup, network configuration, and basic software or hardware troubleshooting
- Maintain clear documentation, follow-up cadence, and customer satisfaction standards
What You Need
- High school diploma or GED
- 2–3 years of customer-facing support experience
- 1–2+ years of mortgage industry experience
- 6+ months experience navigating Octane or equivalent LOS experience
- 6+ months experience with remote desktop tools and help desk platforms (Zendesk, Freshdesk, or similar)
- Working knowledge of mortgage terms, documents, and end-to-end loan process
- Broad knowledge in at least one functional support category (e.g., Closing, Appraisal Desk, Transaction Management)
- Intermediate Microsoft Word and Excel skills
- Strong communication, organization, and problem-solving skills in a fast-paced environment
- Ability to multitask, manage large volumes, and maintain discretion with sensitive information
Benefits
- Full benefits beginning the first day of the month following your start date (Medical, Dental, Vision, Life, Disability, and more)
- Generous PTO plus major holidays
- 401(k) with 50% match beginning the first of the month after 30 days of employment
- Growth opportunities in a stable, expanding company with modern mortgage tech
If you’re ready to own the ticket, solve the problem, and keep the borrower experience clean and confident, this is your lane.
Happy Hunting,
~Two Chicks…