Mortgage Software Support Specialist

FitzGerald Financial Group - Division of TowneBank Mortgage•Norfolk, VA

About The Position

The Mortgage Software Support Specialist provides end-user support for the nCino Mortgage application, ICE Encompass® Banker Edition, and related integrated services across the enterprise, from origination through servicing. In this role, you will help advance company goals through systems administration, Level 1 Encompass help desk support, collaboration, and adaptability in a fast-paced mortgage lending environment.

Requirements

At least 2 years of recent experience using Encompass Banker Edition in a large-user environment
A strong mortgage lending background, such as experience as an originator, closer, underwriter, processor, or LOS analyst/administrator
Experience supporting end users and sharing knowledge across mortgage software products and services
The ability to work independently, analyze information, and take or recommend appropriate action with minimal supervision
Strong analytical, organizational, and problem-solving skills
Dependability, self-motivation, and a positive attitude
A high level of proficiency with Microsoft Office 365 applications
Excellent written, verbal, and interpersonal communication skills
The ability to think creatively, take initiative, and ask thoughtful questions
An interest in detailed research and documentation
The ability to manage priorities effectively and perform well in a fast-paced environment
Strong deductive reasoning skills to analyze issues and respond quickly in a demanding environment
The ability to collaborate effectively with both small and large groups

Nice To Haves

Knowledge of mortgage regulations, including TRID and RESPA
Experience as an Encompass or other LOS power user or administrator

Responsibilities

Manage internal help desk requests, troubleshoot issues, and escalate moderately complex or advanced items to nCino Mortgage, ICE Mortgage Technologies, or third-party support teams as needed.
Investigate and resolve application issues while supporting Encompass LOS and other mortgage software solutions.
Use diagnostic methods to identify issues, determine root causes, recommend solutions, and escalate and track complex problems when appropriate.
Identify recurring issues and recommend process improvements that enhance the user experience.
Document each support incident clearly in the ticketing system and provide timely updates on open issues.
Use the document library and help desk knowledge base to support mortgage software applications efficiently.
Train and support users on mortgage software and related technology to help reduce repeat requests.
Identify opportunities to improve help desk workflows, system functionality, and business processes.
Provide professional, courteous service when partnering with employees at all levels of the organization.
Perform other duties as assigned.
Comply with all applicable federal laws, rules, and regulations related to Anti-Money Laundering (AML), including the Bank Secrecy Act (BSA).