Application Support Analyst

Application Support Analyst

An Application Support Analyst is responsible for the coordination, resolution, and tracking of end user issues regarding the various software applications used at American Pacific Mortgage. This position will provide the day-to-day support to all branch Originators and Processors as well as Banking Operations. This role will also be responsible for account creation and maintenance as it relates to branch and user setups and permissions within APM's Loan Origination software, Encompass. In addition, this role will be responsible for creating new user accounts and maintaining user permissions within APM's suite of Third-Party applications. This position also requires the ability to document all issues and resolutions in a comprehensive and accurate manner. The ideal candidate will be friendly, empathic, self-motivated and enjoy working with people. Must be able to quickly prioritize issues and find the most appropriate solutions. This position requires self-discipline, follow-through, and exceptional verbal and written communication skills. Ideal candidates will have prior experience working within Encompass 360 Banker's Edition and possess an in-depth knowledge of mortgage processing, loan origination and compliance.

Responsibilities

• Answer inbound calls in the order received via the Application Support Hotline.
• Respond to internal support tickets using the company’s ticketing system.
• Deliver timely, accurate, and consistent resolutions for issues related to business applications including, but not limited to, Encompass, nCino, Total Expert CRM, and third-party integrations.
• Act as a liaison between American Pacific Mortgage and vendor support teams to resolve end-user issues efficiently.
• Track and document support issues and resolutions to identify trends and recommend training or system enhancements.
• Collaborate with the Applications Manager to identify software configuration opportunities that could improve operational productivity.
• Assist with system administration and user account set-up across various platforms, including Encompass, AccountChek, and Data Verify.
• Manage and execute user permission changes in both the Loan Origination System (LOS) and Total Expert CRM.
• Uphold service level agreement (SLA) standards and maintain detailed records of issues and resolutions.
• Perform other duties as assigned.

Qualifications/Requirements

• Minimum of 2 years of experience in the residential mortgage lending industry.
• Proven ability to troubleshoot and resolve support issues across mortgage systems, including Encompass, DataVerify, nCino, Total Expert, Fannie Mae, and Freddie Mac platforms.
• Strong customer service skills with a focus on clear, positive, and effective communication.
• Excellent organizational, coordination, and time management skills.
• Ability to work independently and collaboratively in a team setting.
• Comfortable prioritizing and escalating issues to ensure prompt resolution.
• Fast learner with the adaptability to master new tools, technologies, and processes.
• Strong analytical and problem-solving skills for identifying and resolving functional issues.
• Proficiency in documenting support interactions and resolutions clearly and thoroughly.
• Commitment to upholding the company's core values: Respect, Transparency, and Scrappiness.