Encompass Support Specialist

About JMAC Lending:

At JMAC Lending, we pride ourselves on over 25 years of dedicated service. Our mission is to provide exceptional support and innovative solutions that empower our partners to thrive. We’re not just about meeting today’s market demands; we aim to be the preferred lender that clients turn to again and again. Our talented team boasts impressive credentials, continuously enhancing their skills through ongoing education, ensuring a perfect blend of knowledge and experience.

Built on a foundation of the highest ethical standards, we are committed to delivering competitive product pricing with efficiency and precision for wholesale and correspondent lending.

The Opportunity:

The Encompass Support Specialist plays a pivotal role in providing comprehensive support and administration for the company’s loan origination system and its integrations. This position demands a solid understanding of the loan origination workflow and the various operational roles involved in it. By equipping users with the necessary tools and insights, they empower them to excel in their responsibilities through the effective utilization of mortgage applications.

This is a Full-Time/Remote opportunity with varying working hours from 8-5pm PT Monday-Friday offering competitive pay ranging from $31.59 to $38.61 hourly.

Key Responsibilities:

• Applications Support Ticket Tier I
• Deliver top-notch first-level application support via phone, email, and face-to-face interactions.
• Efficiently prioritize and escalate issues to guarantee swift resolution times. The applications you'll work with include Encompass, Lenderprice, Mercury, Salesforce, Hubspot, Corelogic, Fannie Mae, Freddie Mac, and other relevant mortgage systems.
• Troubleshoot and resolve internal support issues promptly, escalating to the software vendor when necessary.
• Uphold established SLA commitments for all inquiries.
• Maintain meticulous and detailed records of problems and solutions within our systems.
• Provide technical support in the creation of processes and workflows.
• Conduct training sessions and create documentation for internal staff.
• Be prepared to take on additional related responsibilities as needed.
• Loan Systems Administrator
• Take charge of overseeing Loan Origination systems and nurturing our partnerships with integration services.
• Facilitate seamless integrations with third-party services.
• Diagnose and resolve system bugs effectively while collaborating with vendors; ensure thorough vendor management for bug fixes and improvements.
• Collaborate closely with the IT/Apps team on enhancing, upgrading, applying patches, and conducting validation testing for software applications or new features.
• Work closely with IT/Apps to streamline process improvements and implement change requests from operations and administrative leadership.
• Apps User Provisioning
• Manage the entire employee mortgage application process, from provisioning to deprovisioning.
• Oversee User Account Lifecycle management, including granting access rights, conducting reviews and updates, and handling deactivation.
• Set up and manage user accounts, access levels, roles, licenses, permissions, and application settings to streamline onboarding and offboarding.
• Project Assistant
• Collaborate closely with Project Managers to help keep projects on track and ensure timely delivery of all objectives.
• Support the Apps/IT team in the seamless implementation of software solutions and managing changes within projects.

Requirements

• More than 2 years of experience in technology within the Mortgage industry.
• Experience with Encompass Administration is a plus.
• A natural problem-solver with a knack for identifying challenges and implementing effective solutions.
• Ability to work autonomously while exercising sound judgment with minimal supervision.
• Exceptional skills in organization, prioritization, and maintaining focus on deadlines.
• Outstanding verbal and written communication skills, capable of presenting complex concepts clearly and succinctly to both technical and non-technical audiences.
• Commitment to delivering excellent customer service, especially in handling urgent, time-sensitive matters.
• Strong aptitude for process implementation and documentation.