SUMMARY

Member of the Mortgage Help Desk supporting all Mortgage specific applications including, but not limited to, Encompass, Blend, and Tabrasa.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Contribute to improving customer support by actively responding to queries and handling complaints.
• Ensure customer service is timely and accurate on a daily basis.
• Provides Product System Support for related Business Units for both set-up and maintenance activities.
• Provide Liaison Services between Business Units and vendors.
• Acts as the Application Specialist providing Application support for related Business Units.
• Analyzes business and user needs, documents requirements and works with Business Analyst group to translate into proper system/customer requirements specifications.
• Advises on methods to improve business processes.
• Considers the business implications of the application of technology to the current and future business environment. 
• Acts as a liaison between customer and technical solutions/support groups to identify business processes, systems, and product requirements.
• Researches and identifies solutions to problems.
• Provide customer feedback to the appropriate internal teams, like product developers.
• All other duties as assigned.

Requirements

• 3+ years administering Ellie Mae Encompass
• 3+ years working in Mortgage
• Proven work experience in a customer supporting role
• Customer-service oriented with a problem-solving attitude.
• Excellent written and verbal communications skills.