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.
