Encompass Support Specialist - e.biT Consulting

Miami, FL 33126

About the Job

POSITION: Level II Support Technician

REPORTS TO: Director of Support Operations

Position Summary:

Provide end users with software-specific application support, loan process and workflow assistance. Researching complex issues for end-user resolution. Providing a high level of professionalism and exceptional customer service during all interactions with associates and managers.

Primary Duties and Responsibilities:

Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of users, executives, managers, and subject matter experts.
First point of contact in assisting end users in problem solving loan level requests in Encompass.
Assist users with their daily questions, concerns, and proper usage of all Lennar application systems.
Ensure consistent and accurate documentation is distributed/consistent throughout the team as new workflows and systems are implemented.
Act as a subject matter expert to review system issues for all applications; including but not limited to Encompass, BOSS, and all other integrated in-house and third-party applications.
Assist in Onboarding and Security setups.
Record and document all requests that are received by email or phone calls into the ServiceNow ticketing system.
Successfully engage in multiple initiatives simultaneously.
Maintain knowledge of current and newly deployed applications.
Ability to pick up on trending issues and make suggestions for a better process.
Ensure all SLAs are met daily.
Participate in cross-functional training throughout the department and the IT department.
Perform each task assigned by Manger satisfactory, consistently and on time.

*Management reserves the right to change the duties and responsibilities set forth herein at any time.

Education and Experience Requirements:

Minimum of 5 years in the mortgage industry.
Experience with Encompass LOS
Mortgage background with 2+ years applying technology solutions within a financial organization.
Communicate effectively and professionally, in both oral and written communications, with all levels of personnel.
Must possess strong organizational and leadership skills.
Ability to work flexible hours including evenings and weekends as necessary.

Physical Requirements:
Requires the ability to operate a personal computer, bend, stoop, reach, lift, move, and carry materials and supplies weighing 35 pounds or less. Finger dexterity is required to operate a computer keyboard.

Additional Requirements:

Must have positive attitude, work well under pressure and be a team player.
Ability to prioritize work to meet project goals.
Effective listening and critical thinking skills.
Ability to work independently and within a team environment.
Effective problem-solving skills with attention to detail
Strong work ethic.
Understand and follow posted work rules and procedures.
Accept constructive criticism.
Understand and follow company and departmental guidelines and policies.

This description outlines the basic tasks and requirements for the position noted. It is not a comprehensive listing of all job duties of the associate.

Source : e.biT Consulting

Encompass Support Specialist - e.biT Consulting

Miami, FL 33126

About the Job

Popular Job Categories

Popular Job Titles

Popular Job Locations

Popular Companies