If you’re the kind of person who can take a messy “help, it’s not working” moment and turn it into a calm, solved ticket, this role fits. You’ll support borrowers and internal teams, troubleshoot platform and process issues, and keep everything moving within SLAs across Cardinal’s systems.
About Cardinal Financial
Cardinal Financial is a nationwide direct mortgage lender focused on creating solutions for borrowers, partners, and employees to deliver a strong customer experience. The company emphasizes continuous improvement, proprietary technology, and a culture of genuine, hardworking people.
Schedule
- Remote
- Time zone alignment: PST/MST
What You’ll Do
- Support customers via email and chat, answering common questions and resolving issues
- Work internal support tickets such as appraisal disputes, credit expert requests, rapid re-scores, and running GUS
- Assist borrowers with dashboard access, password resets, eSigning, intent to proceed, and appraisal payments
- Review and explain borrower documents (Loan Estimates, Closing Disclosures, Change Summary updates)
- Research, diagnose, troubleshoot, and resolve system, process, or experience issues of varying complexity
- Contact clients by phone and provide clear written instructions for more complex problems
- Log incidents and resolutions for team review using Asana
- Escalate unresolved issues to the appropriate internal teams following standard protocols
- Provide support across the enterprise, including assisting leadership when needed
- Diagnose and resolve account setup, network configuration, and software/hardware issues
- Ask targeted questions to identify root causes and determine next steps
- Use internal knowledge resources to provide accurate solutions and consistent service
- Track follow-ups and ensure SLAs, task completion, and customer satisfaction requirements are met
- Support broker and employee access issues, credential requests, and role updates as needed
- Use Mercury Admin to create and maintain appraisal ordering credentials (Wholesale only)
What You Need
- High school diploma or GED
- 2–3 years in customer-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 (Zendesk or Freshdesk)
- Working knowledge of mortgage terms, documents, the end-to-end loan process, and third-party documentation ordering/processing
- Broad knowledge in at least one support function (Closing, Appraisal Desk, Transaction Management, etc.)
- Basic understanding of licensing, configuration, and broker onboarding (Wholesale only)
- Intermediate Microsoft Office skills, especially Word and Excel
- Strong organization, attention to detail, and ability to multitask in a fast-paced environment
- Strong communication skills (phone, written, interpersonal)
- Solid problem-solving and critical thinking with the ability to provide step-by-step support
- Professional discretion with sensitive or confidential information
- Ability to manage a high volume of tasks while meeting deadlines and quality standards
Benefits
- Full benefits starting the first day of the month following your start date (medical, dental, vision, life, disability, and more)
- Generous paid time off plus major holidays
- 401(k) with 50% match beginning the first of the month following 30 days of employment
- Career growth opportunities and a culture that values ideas and innovation
- Salary range: $42,000 to $65,000 base (based on experience, skillset, education, training, certificates, and licenses)
This one’s a blend of customer support and mortgage ops. If your brain likes tickets, checklists, SLAs, and calmly walking people through technical steps, you’ll be in your bag here.
Happy Hunting,
~Two Chicks…