Support Specialist

This is a fully remote position, open to applicants in California.

📋 Description

• Provide first-level application support through phone, email, and in-person interactions.

• Prioritize and escalate issues to ensure quick resolutions.

• Assist with Encompass, Lenderprice, Mercury, Salesforce, HubSpot, CoreLogic, Fannie Mae, Freddie Mac, and various other mortgage systems.

• Troubleshoot and address internal support issues, escalating to software vendors when needed.

• Adhere to SLA commitments and maintain thorough records of issues and their resolutions.

• Offer technical support for the creation of processes and workflows.

• Conduct training sessions and develop documentation for internal personnel.

• Oversee loan origination systems and manage integration-service partnerships.

• Facilitate third-party integrations and oversee vendor bug fixes and enhancements.

• Collaborate with IT/Apps on improvements, upgrades, patches, validation testing, process enhancements, and change requests.

• Manage employee mortgage application provisioning, access rights, account reviews, updates, and deactivations.

• Set up user accounts, roles, licenses, permissions, and application settings for new hires and separations.

• Support Project Managers with project tracking and ensure timely achievement of objectives.

• Assist with the implementation of software solutions and project change management.

⛳️ Requirements

• Over 2 years of experience in technology within the Mortgage industry.

• Familiarity with Encompass Administration is an advantage.

• A natural problem-solver with a talent for recognizing challenges and applying effective solutions.

• Ability to work independently while exercising sound judgment with minimal oversight.

• Excellent organizational and prioritization skills, with a focus on meeting deadlines.

• Exceptional verbal and written communication abilities, capable of conveying complex concepts clearly and concisely to both technical and non-technical audiences.

• Dedication to providing excellent customer service, especially when dealing with urgent, time-sensitive issues.

• Strong capability for process implementation and documentation.

🏝️ Benefits

• Comprehensive Health Care Plan (including Medical, Dental, and Vision)

• Life Insurance options (Basic, Voluntary, and AD&D)

• Generous Paid Time Off for Vacation and Holidays

• Retirement Savings Plan (401k)

• Short Term and Long Term Disability coverage

• Support for Family Leave

• Access to Wellness Resources