[Hiring] Encompass Support Specialist @JMAC Lending

Role Description

The Encompass Support Specialist plays a pivotal role in providing comprehensive support and administration for the company’s loan origination system and its integrations. This position demands a solid understanding of the loan origination workflow and the various operational roles involved in it. By equipping users with the necessary tools and insights, they empower them to excel in their responsibilities through the effective utilization of mortgage applications.

This is a Full-Time/Remote opportunity with varying working hours from 8-5pm PT Monday-Friday offering competitive pay ranging from $31.59 to $38.61 hourly.

Key Responsibilities

• Applications Support Ticket Tier I
  • Deliver top-notch first-level application support via phone, email, and face-to-face interactions.
  • Efficiently prioritize and escalate issues to guarantee swift resolution times.
  • Work with applications including Encompass, Lenderprice, Mercury, Salesforce, Hubspot, Corelogic, Fannie Mae, Freddie Mac, and other relevant mortgage systems.
  • Troubleshoot and resolve internal support issues promptly, escalating to the software vendor when necessary.
  • Uphold established SLA commitments for all inquiries.
  • Maintain meticulous and detailed records of problems and solutions within our systems.
  • Provide technical support in the creation of processes and workflows.
  • Conduct training sessions and create documentation for internal staff.
  • Be prepared to take on additional related responsibilities as needed.
• Loan Systems Administrator
  • Oversee Loan Origination systems and nurture partnerships with integration services.
  • Facilitate seamless integrations with third-party services.
  • Diagnose and resolve system bugs effectively while collaborating with vendors.
  • Ensure thorough vendor management for bug fixes and improvements.
  • Collaborate closely with the IT/Apps team on enhancements, upgrades, applying patches, and conducting validation testing for software applications or new features.
  • Work closely with IT/Apps to streamline process improvements and implement change requests from operations and administrative leadership.
• Apps User Provisioning
  • Manage the entire employee mortgage application process, from provisioning to deprovisioning.
  • Oversee User Account Lifecycle management, including granting access rights, conducting reviews and updates, and handling deactivation.
  • Set up and manage user accounts, access levels, roles, licenses, permissions, and application settings to streamline onboarding and offboarding.
• Project Assistant
  • Collaborate closely with Project Managers to help keep projects on track and ensure timely delivery of all objectives.
  • Support the Apps/IT team in the seamless implementation of software solutions and managing changes within projects.

Qualifications

• More than 2 years of experience in technology within the Mortgage industry.
• Experience with Encompass Administration is a plus.
• A natural problem-solver with a knack for identifying challenges and implementing effective solutions.
• Ability to work autonomously while exercising sound judgment with minimal supervision.
• Exceptional skills in organization, prioritization, and maintaining focus on deadlines.
• Outstanding verbal and written communication skills, capable of presenting complex concepts clearly and succinctly to both technical and non-technical audiences.
• Commitment to delivering excellent customer service, especially in handling urgent, time-sensitive matters.
• Strong aptitude for process implementation and documentation.

Benefits

• Comprehensive Health Care Plan (including Medical, Dental, and Vision)
• Life Insurance options (Basic, Voluntary, and AD&D)
• Generous Paid Time Off for Vacation and Holidays
• Retirement Savings Plan (401k)
• Short Term and Long Term Disability coverage
• Support for Family Leave
• Access to Wellness Resources