Mortgage Underwriter

Location: Richmond, VA (100% Onsite – 5 Days/Week)

Duration: 12-Month Contract We are seeking a Mortgage Support Analyst to join our team in Richmond, VA. This role will support a large-scale Correspondent Lending migration to Empower by providing Help Desk support to end users, troubleshooting application issues, and ensuring timely issue resolution. If you have experience in a Help Desk environment, excellent customer service skills, and an interest in supporting mortgage or financial services applications, we'd love to hear from you.

Key Responsibilities: Provide first-level Help Desk support to end users via phone. Troubleshoot, analyze, and resolve application-related issues using available tools and resources. Escalate complex issues to Level 2 Support when necessary. Document all incidents and resolutions accurately in Salesforce. Educate users on issue resolution and best practices to minimize repeat support requests. Support new application rollouts and system enhancements. Perform warm transfers to appropriate support teams when required. Maintain compliance with company policies, risk management guidelines, and regulatory requirements. Stay current with daily operational updates and communications.

Required Qualifications: Bachelor's degree required. High School Diploma or equivalent.1–3 years of Help Desk or Technical Support experience. Strong troubleshooting and analytical skills. Excellent verbal, written, and interpersonal communication skills. Ability to work in a fast-paced, high-volume support environment while maintaining professionalism. Experience documenting support tickets and resolving customer issues.

Preferred Qualifications: Associate's or Technical degree.3+ years of IT Support experience. Experience supporting banking, mortgage, or financial services applications. Knowledge of Salesforce or other ticketing systems. Experience supporting loan origination or mortgage servicing platforms is a plus.

What We're Looking For: We're looking for someone who is: Customer-focused with excellent problem-solving skills. Able to prioritize multiple requests in a fast-paced environment. A strong communicator who enjoys helping end users. Comfortable working independently while collaborating with technical support teams. EEO: “Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”