Mortgage Applications Support Analyst II- (Onsite Miami, FL)

Job Description

Position Summary:

The Mortgage Applications Support Analyst provides software-specific application support, loan process guidance, and workflow assistance to end users. This role is responsible for researching and resolving complex user issues while delivering a consistently professional, responsive, and customer-focused experience for associates and managers across Lennar Mortgage, Lennar, and Lennar Title.

Primary Duties and Responsibilities:

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• Serve as a primary point of contact for end users requiring assistance with loan-level requests, application functionality, and workflow processes within Encompass and related systems.
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• Provide timely, accurate, and professional support to associates, managers, executives, and subject matter experts across a diverse user base.
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• Assist users with questions, concerns, and proper usage of Lennar application systems, ensuring issues are resolved or escalated appropriately.
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• Maintain consistent and accurate documentation as new workflows, processes, and systems are implemented and communicated to associates.
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• Act as a subject matter resource for application-related issues, including Encompass, BOSS, integrated in-house systems, and third-party applications.
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• Review and understand Encompass release notes to support new enhancements, system changes, and associated business impacts.
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• Support onboarding setup activities as needed, ensuring access and configuration requests are completed accurately.
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• Record, document, and manage all support requests received by email or phone within the ServiceNow ticketing system.
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• Manage multiple priorities and initiatives simultaneously while maintaining quality, accuracy, and responsiveness.
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• Maintain current knowledge of existing and newly deployed applications, workflows, and support procedures.
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• Identify recurring or trending issues and recommend process improvements to enhance efficiency, user experience, and service quality.
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• Meet established service level agreements while providing complete, accurate, and well-documented resolutions.
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• Participate in cross-functional training within the department and across IT to strengthen business and technical support capabilities.
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• Complete assigned tasks satisfactorily, consistently, and within expected timeframes as directed by management.
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*Management reserves the right to modify the duties and responsibilities outlined in this position description at any time based on business needs.

Education and Experience Requirements:

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• Minimum of five years of experience in the mortgage industry.
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• Experience working with Encompass loan origination system.
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• Mortgage background with at least two years of experience applying technology solutions within a financial services organization.
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• Ability to communicate effectively and professionally, both verbally and in writing, with personnel at all organizational levels.
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• Strong organizational, prioritization, and leadership skills.
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• Ability to work flexible hours, including evenings and weekends, as business needs require.
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Physical Requirements:

This position requires the ability to operate a personal computer and perform general office-related physical activities, including bending, stooping, reaching, lifting, moving, and carrying materials and supplies weighing up to 35 pounds. Finger dexterity is required to operate a computer keyboard.