[Remote] National Support Center Specialist

Note: The job is a remote job and is open to candidates in USA. Guaranteed Rate Affinity is a joint venture providing mortgage origination services. The National Support Center Specialist acts as a critical support resource, diagnosing and solving loan-level, technology, compliance, and process-related issues. Responsibilities Multi-task effectively in a fast-paced environment, serving as an internal resource for diagnosing and resolving loan-level, technology, and company-related issues raised by loan officers, POD members, and internal GRA support teams Provide 5-star customer service through email, phone and instant messaging while maintaining professionalism, empathy, and a solutions-first mindset Log, track, and manage a pipeline of support requests in the JIRA Database System, ensuring each ticket receives fast, accurate, and full-circle resolution that meets or exceeds established SLAs Stay current on company updates by attending companywide informational calls, required training sessions, and reviewing all team-issued communications Meet quarterly performance metrics focused on production quantity, quality, and speed to resolution Support team and personal development goals, including continued education, process improvement, and cross-team collaboration Skills Ability to work independently while juggling a wide variety of inquiries with urgency, attention to detail, and a collaborative mindset Comfortable managing and referencing multiple processes, policies, procedures, and frequent changes across the business Highly proficient and confident using technology; motivated by challenges and committed to continuous learning Strong diagnostic and critical thinking skills with the ability to digest complex issues and leverage available resources to create fast and accurate solutions Familiarity with key GRA platforms and tools including: Encompass, AUS Systems (DU/LPA/DO), Credit Reporting Vendors and online portals such as IR, Factual Data, etc., DataVerify, Mavent, DocuSign, MyAccount E-Doc Platform, AllRegs, Optimal Blue, Guaranteed Rate Resource Center Positive, dependable, and fully committed to delivering a best-in-class customer experience using our GRA Core Values to drive your actions every single day Benefits Opportunities for continuous learning, upskilling, and professional growth A team culture centered on positivity, collaboration, and excellence Company Overview Guaranteed Rate Affinity provides the best mortgage experience possible, featuring incredibly low rates It was founded in 2017, and is headquartered in Chicago, Illinois, USA, with a workforce of 1001-5000 employees. Its website is