Software Support Specialist

About the role:

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.

In this role, you will:

• 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).

The good-faith compensation range for this role is expected to be $47,000 to $51,500 per year, based on the role, market, internal equity, and candidate qualifications.


What you'll bring:

• 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

What will help you stand out:

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

#mortgage

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