Key Responsibilities :

- Provide prompt, courteous, and effective support for technical issues related to our mortgage systems, including troubleshooting and identifying system errors, user access problems, and configuration issues.

- Engage directly with users through calls and video meetings to walk through problems and provide a personal, solutions-focused experience.

- Maintain consistent communication with users, ensuring timely updates and clear expectations until resolution.

- Take full ownership of assigned tickets, following through until resolution or a proper handoff is completed.

- Proactively communicate status updates, even when investigations are ongoing.

- Capture key details, troubleshooting steps, and outcomes in real-time within tickets and knowledge bases.

- Research prior cases, internal resources, and documentation before escalating issues, and record findings for visibility and continuity.

- Partner with engineering teams and stakeholders to identify system-process improvements and suggest enhancements for efficiency.

- Contribute to developing and updating user guides, FAQs, and internal documentation.

- Ensure compliance with company policies, industry regulations, and best practices related to loan origination and data security.

- Model professional communication by being clear, patient, and free of unnecessary jargon.

- Actively participate in meetings with camera on, building presence, accountability, and team engagement.

- Additional responsibilities as assigned due to business needs.

Qualifications & Skills :

- Extensive experience with Encompass Loan Origination System and a strong understanding of mortgage lending processes. Minimum of 3 years of experience in a similar role.

- Proficiency in Encompass LOS administration, troubleshooting, and system configuration. Familiarity with related technologies and integration points.

- Strong analytical and problem-solving skills with the ability to diagnose and resolve complex issues efficiently.

- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.

- Exceptional organizational skills with the ability to manage multiple tasks and priorities in a fast-paced environment.

- Demonstrated ability to provide high-quality customer service, with a focus on visibility, ownership, and user satisfaction.

Nice to have :

- Wholesale experience

Tech Stack :

- Encompass LOS, Mortgage Lending Systems, Help Desk Support