The position of Encompass360 help desk/system Support will play a key role in the implementation and day to day functions of Encompass360 Lender Origination System (LOS) for loan products. The help desk will assist operations with best practices and troubleshoot individual issues as they arise while working closing with the Sr. Encompass Administrator. The job description is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization.
Job Tasks and Responsibilities:
- Provide first line assistance and support for incoming requests on the help desk
- Provide assistance by phone, email and using a ticket management system
- Answer level 1 support questions
- Run reports within Encompass
- Follow up on tickets until resolved
- Act as a liaison between employees and Sr. Encompass Administrator
- Monitor & solve support queues tickets system
- Assist in solution design & implementation of requested system changes
- Ability to manage call volume daily
- Other duties as assigned Qualifications
Required Knowledge, Skills and Abilities
- Experience supporting Encompass360 Bankers Edition
- Experience supporting Fannie Mae DU and Freddie Mac LP.
- Proficiency in Microsoft Office: Microsoft Outlook, Word, Excel, and PowerPoint.
- Excellent oral and written communication skills.
- Excellent analytical, problem-solving and troubleshooting skills.
- Time Management and the ability to prioritize
- Positive attitude and willingness to solve problems.
- Ability to work independently, in a fast paced work environment with minimal supervision
Educational and Experience Requirements
3-4 years’ experience in the Mortgage Industry
3-4 years’ experience in Account Management or Customer Service
Additional Information
McLean Mortgage Corporation is committed to a policy of equal employment
opportunity. We recruit, employ, train, compensate, and promote without regard
to race, color, age, sex, ancestry, marital status, religion, national origin,
disability, sexual orientation, veteran status, present or past history of
mental disability, genetic information, or any other classification protected by
state or federal law.
Due to the high volume of applicants, we can not accept phone calls regarding this position, please utilize the apply online function.
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