Encompass Support Specialist

JMAC Lending; Costa Mesa (CA); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Healthcare plan

Life insurance

Paid time off

401k

Disability coverage

Family leave

Wellness resources

Job summary

JMAC Lending is seeking an Encompass Support Specialist to provide frontline support for the loan origination system and its integrations. The role covers SLA-driven incident handling, provisioning, and documentation in a remote-friendly setup.

The candidate should have 2+ years in mortgage technology, familiarity with Encompass Admin is a plus, and strong communication, organization, and problem-solving skills are essential to drive efficient workflows and user enablement.

Qualifications

• More than 2 years of technology experience in the Mortgage industry.
• Experience with Encompass Administration is a plus.
• Strong problem-solving ability with proactive solutions.
• Ability to work autonomously with minimal supervision.
• Excellent organization, prioritization, and deadline focus.

Responsibilities

• Provide first-level application support via phone, email, and in-person interactions.
• Prioritize and escalate issues to ensure quick resolutions; work with Encompass and mortgage systems.
• Troubleshoot internal issues; coordinate with software vendors when needed.
• Maintain detailed records of problems and solutions; uphold SLA commitments.
• Develop processes, workflows, and training materials for staff.

Skills

Verbal & written communication

Organization & prioritization

Autonomy

Problem solving

Tools

Encompass Administration

Encompass

Lenderprice

Mercury

Salesforce

Hubspot

Corelogic

Fannie Mae

Freddie Mac

Job description

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 elevate 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.

• 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.

• 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

JMAC Lending, Inc. is an Equal Employment Employer. We are committed to workforce diversity. Qualified applicants will receive consideration without regards to age, race, religion, sex, sexual orientation, gender identity or national origin.

DISCLAIMER: JMAC Lending is an evolving company. As such this job description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.