About The Role

CSI is seeking a Loan Origination System Support Analyst to join the growing Hawthorn River team. This role supports financial institutions by providing expertise in loan operations, loan documentation, lending software, and customer support. The ideal candidate will have hands-on experience generating and reviewing loan documentation across commercial, consumer, and real estate lending environments and enjoy helping banks maximize their use of lending technology. This position serves as a trusted resource for customers throughout the loan lifecycle, helping resolve support requests, research complex issues, provide product guidance, and ensure successful utilization of the Hawthorn River lending platform.

What You'll Do

Serve as a primary support resource for financial institutions utilizing Hawthorn River lending solutions.
Manage and resolve customer support requests submitted through ClickUp and other support channels.
Assist customers with issues related to the loan lifecycle, including:
Loan application setup, configuration, and workflow management
Loan document generation
TRID disclosure processing
Collateral, appraisal, flood, and title management
Fee setup and payment calculations
User administration, permissions, and system troubleshooting
Loan booking
Loan renewals, modifications, and post-closing activities
Reporting functions
Research and troubleshoot customer-reported issues, coordinating with internal teams and third-party providers when necessary.
Support customers utilizing loan documentation solutions and lending workflows.
Work directly with financial institutions to identify root causes and recommend solutions.
Develop post-conversation action plans to ensure customer success and issue resolution.
Create and maintain knowledge base documentation, support guides, and issue-resolution resources.
Identify recurring customer issues and provide product feedback to internal teams.
Gather customer requirements and assist with projects designed to improve product utilization.
Provide virtual training and guidance to customers.
Conduct system utilization reviews and recommend best practices.
Assist with testing product updates and releases.
Support new customer onboarding and training initiatives as needed.
Serve as an escalation resource for more complex customer issues requiring research and analysis.

What We're Looking For

Minimum of five years of relevant experience in banking, lending operations, loan documentation, loan servicing, loan administration, or loan origination support.
Experience generating and/or reviewing consumer, commercial, and real estate loan documentation.
Strong understanding of loan operations and the end-to-end lending process.
Familiarity with real estate lending documentation and TRID-related consumer lending documentation.
Experience working with loan origination systems, loan documentation systems, and lending software platforms.
Strong analytical and problem-solving skills.
Excellent verbal and written communication skills.
Ability to manage multiple priorities while providing exceptional customer service.
Strong attention to detail and documentation skills.

Preferred Qualifications

Experience working in community banking environments.
Experience supporting loan origination software systems, including configuration, maintenance, and user support.
Working knowledge of consumer and commercial lending compliance requirements.
Experience with loan document generation platforms such as LaserPro or similar solutions.
Salesforce experience is a plus.
Experience with ticketing systems such as ClickUp, Jira, or similar support platforms.
Experience providing customer training or product support.
Fintech or banking technology experience preferred.

What Makes Someone Successful in This Role

Deep knowledge of loan documentation and lending operations.
Experience working in community banking environments.
Strong customer service mindset.
Ability to investigate issues and perform research independently.
Comfort working with both technical and non-technical users.
Ability to explain complex lending concepts clearly.
Desire to help customers improve efficiency and maximize product utilization.
Self-motivated with the ability to manage multiple customer requests in a fast-paced environment.
Passion for helping financial institutions succeed through technology and exceptional service.

As a forward-thinking software provider, Computer Services, Inc. (CSI) helps community and regional financial institutions solve their customers’ needs through open and flexible technologies. In addition to its award-winning core banking platform, these include the latest in lending, digital banking, payments, financial crime prevention and cybersecurity. Building on its 60-year track record of personalized service, CSI is shaping the future of banking and empowering its customers to rival their competition. For more information about CSI, visit www.csiweb.com

CSI provides rewarding and challenging career opportunities for our employees. When determining your pay, we consider various factors such as your skills, qualifications, experience and location. Along with a competitive salary, this position includes eligibility for incentive awards based on both individual and business performance. We also offer a comprehensive range of benefits. To learn more about our benefits, visit: Benefits Summary

CSI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, physical and mental disability, marital status, veteran status, or any other characteristic protected by applicable law. If you need an accommodation during the recruitment process, please email us at recruiter@csiweb.com and we will work with you to meet your accessibility needs.