About LoanFactory, Inc
LoanFactory, Inc is a fintech innovation leader specializing in Loan Origination Systems (LOS) that currently serves 40 mortgage companies and supports approximately 2,000 Loan Officers across the United States. Our proprietary platform is built on the MOSO Base Layer Architecture, leveraging Google Cloud Platform services including App Engine, Cloud Storage, and other GCP components with a robust modular design approach. We are now embarking on an exciting architectural transformation, migrating from our established monolithic system to a modern microservices architecture. With offices in Ho Chi Minh City and Da Nang, Vietnam, we provide a collaborative environment where developers can grow their skills while working on cutting-edge technologies that directly impact the US mortgage industry.
Customer Support (Night Shift)
Job Description
As a Customer Support Representative, you will serve as a bridge between borrowers and our Loan Officers.
You will accompany customers throughout the entire loan process by providing support via phone, email, and chat, while coordinating with internal teams to ensure applications are processed accurately and efficiently.
Key Responsibilities:
- Respond to customer inquiries regarding application status, required documents, interest rates, and next steps.
- Assist customers in completing loan applications, uploading documents, and signing e-documents (e-sign).
- Call or email customers to remind them to complete pending steps in their loan process.
- Work closely with Loan Officers to update files, follow up with customers, and record notes in the CRM system.
- Handle customer requests and escalate issues to the appropriate department when necessary.
- Ensure a professional, prompt, and friendly customer experience, in line with Loan Factory’s service standards.
Job Requirements
- Strong English communication skills (speaking & writing) – able to communicate confidently with U.S. customers via phone and email.
- Previous experience in Customer Service, Call Center, Telesales, or Client Support is a strong advantage.
- Excellent communication and problem-solving skills, with the ability to stay calm under pressure.
- Proficiency in Email, Excel, Chat, and CRM systems is a plus.
- Willing to work a fixed night shift aligned with U.S. business hours.
Preferred:
- Experience working with the U.S. market or in related industries such as Finance, Banking, Insurance, Real Estate, or Mortgage.
- Clear and pleasant English-speaking voice when communicating over the phone.
Benefits
- Competitive compensation: Base salary of 17,000,000 VND + attractive performance bonus based on successful applications.
- Comprehensive training on U.S. mortgage processes and customer service skills.
- Professional, supportive, and friendly work environment that values teamwork and mutual growth.
- Long-term career development opportunities in an international finance–technology environment.
Ho Chi Minh City Office: 63 Luong Nhu Hoc, Ward 10, District 5, Ho Chi Minh
Working time: 9:00AM - 6:00PM Monday -Friday
Contact: tam@loanfactory.com - Tel 0934 789 134
https://www.loanfactory.com/home/qm
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