Mortgage Technology and Support Specialist

First Heritage Mortgage Services•Feasterville-Trevose, PA

4d•Onsite

About The Position

First Heritage Mortgage Services (a subsidiary of American Heritage Credit Union) is currently searching for a experienced Mortgage Technology and Support Specialist. This position is based out of our office in Feasterville-Trevose, PA. This position is responsible for supporting, maintaining, and optimizing technology platforms across the full mortgage lending lifecycle for First Heritage Mortgage Services (FHMS), ensuring effective system integration, configuration, testing, and comprehensive user documentation. Translate business needs into functional and technical requirements by evaluating internal and external solutions, mapping process flows, and assessing impacts to existing workflows and systems. Oversee the execution and delivery of the mortgage loan pipeline, including management of controls, balancing, and reporting, while providing advanced end-user support, system administration, troubleshooting, vendor coordination, training, and reporting for mortgage-related systems.

Requirements

Three to five years of similar or related experience
(1) A two-year college degree or (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training or apprenticeship program.
Experience with mortgage technology platforms (e.g., Encompass, Blend, Byte, MeridianLink, Optimal Blue, or similar).
Experience in system configuration, troubleshooting, support and capturing and documenting data requirements.
Proven ability to write macros and validation rules.
Advanced working knowledge of Microsoft Office, with strong emphasis on Excel.
Ability and willingness to learn and create macros and validation rules.
Strong mathematical skills (decimals, percentages, fractions, etc.).
Effective analytical/problem solving and research skills.
Strong attention to detail and ability to create clear, concise, and accurate project documentation.
Proven ability to assess an existing process or procedure to make recommendations for efficiency, improvement, and streamlining.
Requires judgment to apply broader aspects of established practices to situations which go beyond clear, concise guidelines.
Effective organizational and planning skills with ability to work under pressure and manage tasks/projects with aggressive deadlines/time-sensitivity.
Ability to effectively collaborate with all levels of the organization and work both as a member of a team and independently as required.

Responsibilities

Serve as the primary administrator and support contact for mortgage-related systems (LOS, POS, pricing engines, CRM platforms, document management systems, and related tools).
Maintain LOS and POS platforms, including updates, configuration support, diagnosing and resolving issues with LOS, POS software, CRM, and related mortgage technology while ensuring all systems align with organizational goals and operational needs.
Manage user accounts, security roles, workflows, system configurations, and onboarding for new staff members.
Answer, evaluate, and prioritize Help Desk tickets, calls, emails, and in-person requests for assistance with hardware, software, networking, and other technologies.
Monitor system performance and resolve technical issues promptly.
Configure system enhancements, templates, business rules, and integrations.
Analyze current workflows to identify opportunities for automation and improved efficiency.
Map process flows and analyze impacts on existing workflows and systems.
Evaluate internal and external technology solutions for feasibility and alignment with FHMS needs.
Identify and document business requirements and translate them into functional and technical specifications.
Review, assign, and monitor system change requests.
Ensure successful integration between platforms and third-party services.
Coordinate and perform system upgrades, patch testing, and new feature rollouts.
Ensure reporting system integrity through checks, balances, and targeted data analysis.
Prioritize, track, and manage performance variance analyses, identify root causes, and recommend corrective actions.
Coordinate with software vendors to troubleshoot issues, implement updates, and optimize integrations.
Track vendor performance, open tickets, and resolutions.
Work closely with the Origination, Processing, Closing, and Post Closing teams to identify and implement necessary changes to create process improvements and efficiencies in the FHMS Secondary systems.
Collaborate with American Heritage Credit Union IS operations and leadership to support organizational initiatives.
Work with American Heritage Credit Union IS team to estimate project effort, define priorities, and manage scope, risks, and issues.
Develop and maintain system documentation, user guides, configuration records, and operational references.
Develop and analyze daily, weekly, and monthly reports for management.