Whether you come from a background in customer service, retail, or hospitality, you can be successful in this role. We don’t require a particular degree, but we’re looking for translatable skills and relevant expertise. Specifically, we’ll be looking for the following qualifications:
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Experience navigating mortgage software/CRM systems, Encompass, Outlook
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At least 6 months of experience as a customer service representative or similar role
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Working knowledge of any of the following: PC, Mac, Android, Apple or Linux systems
About The Role:
As a Written Support Specialist, you’ll be the go-to person for helping borrowers through email, web chat, and social media—making sure they get the answers and support they need in a friendly and informative way. You’ll handle inquiries, provide accurate information, and keep detailed records of all interactions. While you’ll be guiding borrowers through the process, you’ll follow company policies and industry guidelines, which means no taking loan applications or discussing loan terms.
Here’s a snapshot of what you’d be doing:
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Being the first point of contact for borrowers who reach out via email, social media, phone, and web chat—offering top-notch customer service to both customers and teammates.
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Answering general questions about the VA loan process through email, web chat, and phone while following guidelines that prohibit discussing loan terms.
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Keeping track of borrower interactions using systems like CRM, Cisco Finesse, and the Web Chat platform to ensure everything is well-documented.
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Pitching in wherever needed (excluding licensed tasks) to help foster a supportive and collaborative team culture.
About You:
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You show up consistently for work, Wednesday - Saturday, 8am - 6pm.
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You thrive in a fast-paced, results-driven environment and love working as part of a team.
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Details matter to you, and you’ve got an eye for catching the little things that make a big difference.
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Change doesn’t throw you off—you’re adaptable, thrive in fast-paced environments, and can juggle multiple priorities while staying on top of deadlines.
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You know how to create a great experience for others with excellent customer service, clear and effective communication, and the ability to navigate conflicts with confidence.
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Your strong quantitative and analytical skills help you make smart, data-driven decisions that drive results.
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You’re comfortable with technology and can navigate basic computer systems with ease.
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With a dedicated work ethic and a demonstrated ability to work well under pressure, you’re the type of person people trust to show up consistently and get the job done.
About Us:
We’re all about helping Veterans and military families become homeowners. In two short decades, we closed over 500,000 VA Loans and became the #1 VA lender for homebuyers in the nation. But to us, success isn’t measured in numbers. Our success is measured in living our values every day: Be Passionate and Have Fun, Deliver Results with Integrity and Enhance Lives Every Day. We always strive to provide friendly service to military homebuyers and their families. And we always seek to lift up people and communities across the country.
We’re so glad you’re here checking out this opportunity! If this role gets you excited but you’re worried you don’t check every box – don't sweat it. We’re more interested in what you can bring to the team than a perfect checklist. If you’re passionate, driven, and ready to make a difference, we’d love to hear from you. Come as you are, and together we’ll create something amazing.
Interested? Apply Today!
Learn more about Veterans United on Glassdoor and our career site at vu.com/careers
Veterans United Home Loans and its affiliates are Equal Opportunity Employers that consider all qualified applicants regardless of race, color, religion, sex (including pregnancy, transgender status, and sexual orientation), national origin, age (40 or older), disability or genetic information.