Support Manager & Consumer Underwriter

Support Manager & Consumer Underwriter

From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people's lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you.

Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special.

And we're insanely dedicated to creating a work environment that you look forward to every single day. That's why we invest heavily in our employee engagement, so you enjoy the tech industry's best perks. Together with the whole Pride, (lion roar for "family") employees, customers, and partners, we're on a mission to break new ground and lead the real estate industry into a digital-first future.

We understand the need to provide a flexible working environment partnered with team collaboration and socialization. Therefore, we operate a hybrid working model with 3 days per week in office.

This role is based at our HQ in Solon, Ohio or our flagship office in Atlanta, Georgia. Please only apply if you are near these 2 locations.

The Role:

We are looking for a results-driven and detail-oriented professional to fill a dual-role position as Support Manager & Consumer Underwriter. This unique role blends team leadership and operational support with hands-on underwriting of consumer credit applications. You will oversee the support function to ensure outstanding service delivery, while also evaluating and making decisions on consumer loan applications in line with risk policies and regulations.

You Will:

Support Manager Duties:

• Lead, coach, and manage the support team to ensure prompt and professional service to customers.
• Design and implement efficient support workflows, service level standards, and performance metrics.
• Oversee the handling of customer inquiries, escalations, and issue resolution across multiple channels (email, phone, chat).
• Collaborate cross-functionally with credit, product, sales, and compliance teams to improve the customer journey.
• Analyze support trends and generate reports to identify areas of improvement and training needs.

Consumer Underwriter Duties:

• Assess and underwrite high value consumer loan applications by analyzing credit reports, domestic/international income and liquid assets, tax documents, employment history, and other risk factors.
• Apply internal credit policies and underwriting guidelines to make sound, timely credit decisions.
• Evaluate fraud risks and escalate suspicious applications for further review.
• Communicate underwriting decisions and rationale clearly to internal stakeholders and occasionally to customers.
• Maintain accurate records of underwriting decisions and adhere to regulatory compliance and documentation standards.

You Have:

Education & Experience:

• Bachelor's degree in Finance, Business Administration, or a related field preferred.
• 3+ years of experience in customer support, operations, or credit underwriting (preferably in consumer lending).
• Prior experience in a supervisory or managerial role is a strong advantage.

Skills & Competencies:

• Solid understanding of consumer lending products, credit scoring, and underwriting standards.
• Strong leadership and team-building capabilities.
• Excellent analytical and decision-making skills.
• High attention to detail with a commitment to accuracy and compliance.
• Proficient in CRM tools, and Microsoft Office.
• Clear and professional verbal and written communication skills.

Preferred Qualifications:

• Experience in fintech, digital lending, or consumer finance.
• Knowledge of applicable consumer credit regulations (e.g., FCRA, ECOA).
• Bilingual or multilingual communication skills are a plus.

We're obsessed with making this the best job you've ever had! We want our teams to love working here, so we've created some incredible perks for you to enjoy:

• Join our employee-led groups to maximize your experience at work such as our Diversity, Equity and Inclusion committee, employee resource groups such as Women and Allies, and our Pride Event Group
• Enjoy peace of mind over yours and your family's health with our medical coverage options and HSA benefit
• Invest in our competitive 401k plan and help set you up for your future
• Big on family? So are we! We understand family is important and being able to spend quality time with your family is a wonderful experience. Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s)
• Enjoy a fantastic work-life balance with 20 days PTO plus observed Holidays, plus 15 hours of 'Flexi' time a year
• Further your professional development and growth with our generous Tuition Reimbursement offerings
• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year

At MRI, our company culture is more than a talking point – it's what makes us shine! We value your hard work and encourage you to be your whole self while you do it. Passion, integrity, and inclusion mixed with a healthy dose of fun is what makes us the best fit for your next career move!

MRI continues to strive to amaze as a global industry leader in real estate software. Whether you are joining as a new pride member or bringing your expertise back, your talent is important to maintaining MRI's high client experience standard and continuing our growth in the PropTech space.

Amazing growth takes amazing employees. Are you up to the challenge?

We are not accepting unsolicited resumes from agencies and/or search firms for this job posting. MRI Software is an Equal Opportunity Employer. Regardless of your race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age, veteran status, you are welcome here.