Be the calm, capable problem-solver who keeps borrowers and internal teams moving when systems, documents, or processes get messy. This role is built for someone who can triage fast, communicate clearly, and close the loop within SLAs.
About Cardinal Financial
Cardinal Financial is a nationwide direct mortgage lender focused on creating solutions for borrowers, partners, and employees. They emphasize a world-class experience, continuous improvement, and proprietary technology, including their loan origination platform, Octane.
Schedule
- Remote (PST/MST)
What You’ll Do
- Provide support via email and chat for common questions and requests
- Resolve internal tickets such as appraisal disputes, credit expert items, rapid re-scores, running GUS, and more
- Assist borrowers with dashboard access, password resets, eSigning, intent to proceed, and appraisal payments
- Review and explain borrower documents (Loan Estimates, Closing Disclosures, Change Summaries)
- Research, diagnose, and troubleshoot higher complexity system and process issues
- Contact clients by phone or provide clear written guidance for complex issues and log incidents in Asana
- Escalate unresolved issues to the appropriate internal teams following standard protocols
- Support employees across the enterprise, including leadership, through multiple channels
- Guide customers through technical issues virtually and troubleshoot account setup, network configuration, and software/hardware issues
- Use internal knowledge resources to deliver accurate solutions and meet SLA and satisfaction targets
- Support broker and onboarding-related requests (software credentials, role updates, account changes) 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 front-facing, customer service-based roles
- 1–2+ years of mortgage experience
- 6+ months experience (or equivalent proficiency) navigating the Octane platform
- 6+ months experience with remote desktop applications and help desk software (e.g., Zendesk or Freshdesk)
- Working knowledge of mortgage terms, documents, and end-to-end loan process, including third-party documentation ordering/processing
- Broad knowledge in at least one support category (Closing, Appraisal Desk, Transaction Management, etc.)
- Intermediate Microsoft Word and Excel skills
- Strong organization, communication, problem-solving, and ability to multitask in a fast-paced environment
- Discretion with sensitive/confidential matters
Benefits
- Full benefits (medical, dental, vision, life, disability, and more) starting the first day of the month after your start date
- Generous paid time off plus major holidays
- 401(k) with 50% match beginning the first of the month after 30 days of employment
- Career growth opportunity and empowered culture
- Expected base salary range: $42,000–$65,000 (based on experience, skills, and qualifications)
If you’re the type who can translate mortgage chaos into clear next steps and tight resolution, go get it.
Happy Hunting,
~Two Chicks…