Job purpose
SMP is a fast paced, family valued company. The Jr. Encompass Administrator will provide customer service and technical support through analysis and problem resolving to assist all team members with our Loan Origination System – Encompass. We are looking for a seasoned mortgage professional to provide advanced help desk support to all users for Encompass including third party vendors/integrations.
Duties and responsibilities
- Provide excellent support with a sense of urgency to corporate users and our partner offices via working tickets and assisting with phone call and remote assistance
- Keep a high level of professionalism, a positive attitude, and provide top notch service, while keeping both the end user, compliance and software best practices in mind
- Ensure timely and courteous assistance in all requests related directly to mortgage origination
- Provide support to Corporate Trainer for the LOS and other ancillary systems.
- Work as a team with other developers and Encompass administrators to support the best solution to company initiatives and challenges.
- Assist with automation/development in Encompass system and other related systems as needed.
- Familiarity with Fannie Mae DU, Freddie Mac LPA, FHA Connection, GUS, Credit Providers, or other mortgage specific vendors and programs that integrate with LOS.
- Support end user permissions and access to multiple vendor platforms
Qualifications
Qualifications include:
- Minimum three years of experience in the mortgage industry directly supporting users or clients
- Minimum three years of experience working with and supporting Encompass
- Ability and dedication to troubleshoot, research, and resolve tough issues with a sense of urgency
- Willingness and positive attitude to help wherever needed focusing on excellent customer support
- Strong interpersonal skills that provide a professional end user experience
- Detail oriented with solid organization, documentation, and communication skills
- Familiarity with mortgage processing and compliance guidelines
What will set you apart:
- Expert knowledge and experience relating to mortgage
- 5+ years’ experience administering Encompass
- Prior ICE or equivalent Administration Certification
- A willingness to handle tough situations and find creative solutions, while also concentrating on accountability and standardization
- Experience with FreshDesk or other ticketing system software
- Former mortgage Processors, loan partners, or other related roles in the mortgage business, with a high technical aptitude and who enjoy customer service, would make a great fit!
Working conditions
Most of your time will be spent working remotely from home, supporting local and remote users. However, local and out of state travel will be required as needed, to assist in project and support related obligations.
