POSITION: Level II Support Technician
REPORTS TO: Director of Support Operations
Position Summary:
Provide end users with software-specific application support, loan process and workflow assistance. Researching complex issues for end-user resolution. Providing a high level of professionalism and exceptional customer service during all interactions with associates and managers.
Primary Duties and Responsibilities:
- Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of users, executives, managers, and subject matter experts.
- First point of contact in assisting end users in problem solving loan level requests in Encompass.
- Assist users with their daily questions, concerns, and proper usage of all application systems.
- Ensure consistent and accurate documentation is distributed/consistent throughout the team as new workflows and systems are implemented.
- Act as a subject matter expert to review system issues for all applications; including but not limited to Encompass, BOSS, and all other integrated in-house and third-party applications.
- Assist in Onboarding and Security setups.
- Record and document all requests that are received by email or phone calls into the ServiceNow ticketing system.
- Successfully engage in multiple initiatives simultaneously.
- Maintain knowledge of current and newly deployed applications.
- Ability to pick up on trending issues and make suggestions for a better process.
- Ensure all SLAs are met daily.
- Participate in cross-functional training throughout the department and the IT department.
- Perform each task assigned by Manger satisfactory, consistently and on time.
*Management reserves the right to change the duties and responsibilities set forth herein at any time.
Education and Experience Requirements:
- Minimum of 5 years in the mortgage industry.
- Experience with Encompass LOS
- Mortgage background with 2+ years applying technology solutions within a financial organization.
- Communicate effectively and professionally, in both oral and written communications, with all levels of personnel.
- Must possess strong organizational and leadership skills.
- Ability to work flexible hours including evenings and weekends as necessary.
Physical Requirements:
Requires the ability to operate a personal computer, bend, stoop, reach, lift, move, and carry materials and supplies weighing 35 pounds or less. Finger dexterity is required to operate a computer keyboard.
Additional Requirements:
- Must have positive attitude, work well under pressure and be a team player.
- Ability to prioritize work to meet project goals.
- Effective listening and critical thinking skills.
- Ability to work independently and within a team environment.
- Effective problem-solving skills with attention to detail
- Strong work ethic.
- Understand and follow posted work rules and procedures.
- Accept constructive criticism.
- Understand and follow company and departmental guidelines and policies.
This description outlines the basic tasks and requirements for the position noted. It is not a comprehensive listing of all job duties of the associate.
