** Mortgage Software Support Specialist**

**Job Category****:** Clerical Office/Admin **Requisition Number****:** MORTG003981 Showing 1 location **Job Details**

**Description**

**TowneBank Mortgage has a culture that:**

* Has a commitment to exquisite service for our members that will lead to our ability to create a reasonable rate of return for our shareholders, a bright future for our dedicated employees, and a leadership role for our company in promoting the social, cultural, and economic well-being of our community.

* Is focused on giving back to the regions we serve resulting in billions of dollars of new growth and development.

* Embraces our hometown banking philosophy, where our family members, directors and employees are active volunteers, serving on numerous boards and donating their time and talents to local organizations.

* When you work for us, you'll be part of a company committed to the well-being and success of each and every member of our team. We work hard to create a culture of caring so that our employees can enjoy a fun and fulfilling career, and look forward to coming into work each day.

* Is dedicated to providing our employees with all the resources needed to succeed, such as advanced technology, paid training and generous benefits. We are always searching for the best and the brightest to help us create a seamless mortgage experience for our customers.

**As the Mortgage Software Support Specialist, you may look forward to:**

* Managing help desk requests from internal users while troubleshooting issues, accelerating items to Ellie Mae and/or third party tech support as needed; handling moderately complex to advanced issues.

* Investigating and resolving application functionality-related issues and providing second-level support and troubleshooting of our Encompass LOS system and other Mortgage Software applications.

* Utilizing diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures escalating and tracking complex problems when required.

* Identifying trending issues and recommending better processes.

* Documenting each customer incident in the ticket tracking system in a clear, concise, and understandable format, including timely updates for issues that remain open.

* Utilizing document library and help desk knowledge base to support Mortgage Software applications.

* Educating and supporting users on the Mortgage Software applications and technology to diminish recurring future support requests.

* Thinking outside of the box and seeking areas of opportunity for help desk process-flow improvement and in system functionality and workflow.

* Providing a high level of professionalism and cheerful customer service when interacting with employees in any position.

* Other duties may be assigned.

* Obeying all applicable federal laws, rules, and regulations relating to Anti-Money Laundering (AML) including the Bank Secrecy Act (BSA)

**You are a person that (required skills):**

* Has at least 3 years mortgage experience

* Has experience sufficient to support end-users and assist with knowledge transfer on all Mortgage Software products and services

* Has demonstrated ability to work independently, analyze data, take and recommend appropriate actions with minimal supervision

* Has demonstrated superior analytical, organizational, and problem solving abilities

* Is dependable and self-motivated with a positive attitude

* Has a high level of skill with Microsoft Office applications, primarily Outlook, Word and Excel

* Has excellent communication skills both written and verbal, with strong interpersonal skills

* Has demonstrated ability to think outside the box, show initiative, and be inquisitive

* Enjoys very detailed research and documentation

* Is able to manage and prioritize workload effectively and thrive in a fast-paced work environment

* Has deductive reasoning skills to analyze problems and respond quickly in a demanding environment

* Is able to collaborate and work effectively with both small and large groups

**Youll be better prepared if you have (desired skills):**

* Detailed knowledge of mortgage industry regulations, including but not limited to TRID and RESPA.

* Encompass or other LOS Power User or Administrator Experience

**Physically you can anticipate to:**

* Express or exchange ideas by means of the spoken word via email and verbally

* Exert up to 10 pounds of force occasionally, use your arms and legs, and sit most of the time

* Have close visual acuity to perform activities such as analyzing data, viewing a computer terminal, reading, and preparing documentation

* Not substantially exposed to adverse environmental conditions

* The physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities.

#mortgage

**Qualifications**

**Skills**

**Required**

**Help Desk/Software Skills** *Intermediate* **Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)