Application Support Analyst - Loan Origination System

Key Responsibilities :

• Provide prompt, courteous, and effective support for technical issues related to our mortgage systems, including troubleshooting and identifying system errors, user access problems, and configuration issues.

• Engage directly with users through calls and video meetings to walk through problems and provide a personal, solutions-focused experience.

• Maintain consistent communication with users, ensuring timely updates and clear expectations until resolution.

• Take full ownership of assigned tickets, following through until resolution or a proper handoff is completed.

• Proactively communicate status updates, even when investigations are ongoing.

• Capture key details, troubleshooting steps, and outcomes in real-time within tickets and knowledge bases.

• Research prior cases, internal resources, and documentation before escalating issues, and record findings for visibility and continuity.

• Partner with engineering teams and stakeholders to identify system-process improvements and suggest enhancements for efficiency.

• Contribute to developing and updating user guides, FAQs, and internal documentation.

• Ensure compliance with company policies, industry regulations, and best practices related to loan origination and data security.

• Model professional communication by being clear, patient, and free of unnecessary jargon.

• Actively participate in meetings with camera on, building presence, accountability, and team engagement.

• Additional responsibilities as assigned due to business needs.

Qualifications & Skills :

• Extensive experience with Encompass Loan Origination System and a strong understanding of mortgage lending processes. Minimum of 3 years of experience in a similar role.

• Proficiency in Encompass LOS administration, troubleshooting, and system configuration. Familiarity with related technologies and integration points.

• Strong analytical and problem-solving skills with the ability to diagnose and resolve complex issues efficiently.

• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.

• Exceptional organizational skills with the ability to manage multiple tasks and priorities in a fast-paced environment.

• Demonstrated ability to provide high-quality customer service, with a focus on visibility, ownership, and user satisfaction.

Nice to have :

• Wholesale experience

Tech Stack :

• Encompass LOS, Mortgage Lending Systems, Help Desk Support