Mortgage Systems Solutions Support

Overview

We’re in the financial services industry, but we’re not a bank. We’re in the “people” business. Inspired by the credit union philosophy of “people helping people,” we’ve developed a strong and growing tradition of investing in our employees, our members, and our community.

OnPoint is the largest community owned credit union in Oregon – and we’re growing! Our growth provides great opportunities for you to reach your personal and professional goals. We value enthusiasm, commitment to outstanding performance, and providing opportunities to truly make a difference. If you are looking to join a team of dedicated, collaborative, and passionate individuals, OnPoint is looking for our next Mortgage Systems Solutions Support. We invite you to explore and grow your career with us!

Job Summary

Represents and supports mortgage origination system users through day-to-day operational support, troubleshooting, testing, and coordination activities for the Encompass Loan Origination System (LOS) and related platforms. Serves as a key liaison between mortgage end users, internal IT partners, and third-party vendors by translating operational process needs into clearly defined system issues, test scenarios, and basic configuration updates.

This role also supports the early adoption and practical use of AI-enabled tools within Mortgage Systems, with an emphasis on user support, issue triage, documentation, and testing. Responsibilities focus on system stability, user assistance, quality testing, and foundational configuration work under established governance and direction.

Essential Functions

• Serve as the primary poit of contact for mortgage system issues, questions, and support requests from end users across origination operations.
• Work directly with mortgage users to understand reported issues, clarify underlying process intent, and translate operational needs into system-level problem statements.
• Perform troubleshooting and issue triage for Encompass and integrated systems using documented runbooks, procedures, and mortgage business knowledge.
• Utilize AI-enabled tools, where available, to assist with issue analysis, ticket categorization, documentation drafting, and research, with all outputs reviewed and validated prior to use.
• Support the intake, triage, and categorization of helpdesk tickets, including working with structured data sources (e.g., dataverse-style datasets) used to support issue tracking, routing, and trend analysis.
• Coordinate with internal IT teams on basic IT support needs impacting mortgage users, including access provisioning, system connectivity, and environment-related issues.
• Support testing activities for system enhancements, releases, and vendor-delivered fixes; develop and execute test cases and validate outcomes against expected business processes.
• Edit and maintain existing Encompass business rules, forms, and basic configurations under direction and established standards, using AI tools as a support mechanism where appropriate.
• Create new simple business rules or configuration updates based on documented requirements and instructional guidance.
• Log, track, and manage vendor support tickets, ensuring accurate documentation, prioritization, and follow-through to resolution.
• Maintain Smartsheet project tracking and support artifacts, ensuring accurate status updates, task ownership, and documentation references.
• Develop and maintain mortgage system documentation, support guides, and knowledge base materials, including AI-assisted drafting and summarization where appropriate.
• Identify recurring system or process issues and recommend documentation updates, process improvements, or user training opportunities.
  
  

Additional Position Responsibilities

• Support small, well-defined project work related to basic system configuration, testing, or operational enhancements.
• Participate in cross-functional meetings as a mortgage systems support, testing, and documentation resource.
• Balance multiple support, testing, and documentation requests in a time-sensitive production environment.
• Demonstrate sound judgment when escalating issues that may impact compliance, member experience, or operational timelines.
• Build familiarity and comfort with emerging AI-enabled tools used within Mortgage Systems.
• Other duties as assigned.
  
  

Minimum Qualifications

• 5 years of direct business line experience in mortgage origination or mortgage back-office operations (required).
• Strong working knowledge of mortgage origination workflows, terminology, and end-to-end processes.
• Experience supporting, testing, or troubleshooting enterprise systems in a production environment.
• Ability to translate end-user process needs into clear system issues, test scenarios, and configuration requests.
• Comfort learning and using AI-enabled tools to support analysis, documentation, or operational tasks.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office Suite.
  
  

Preferred Qualifications

• Experience supporting or configuring Encompass LOS.
• Familiarity with business rule configuration, forms, or workflow setup within loan origination systems.
• Experience working with IT support teams and third-party vendors.
• Familiarity with ticketing systems, issue tracking tools, or structured data used for support operations.
• Experience working in a regulated financial services environment.
  
  

OnPoint employees are rewarded, acknowledged and appreciated! We take care of our Members, and OnPoint takes care of us by offering employees a generous vacation package, incentives, competitive hourly pay, 100% - paid employee medical, dental and vision premiums, Tri-Met / parking passes, 401k matching, tuition reimbursement and more!

At OnPoint, we believe a workplace that reflects the richness of the world fosters a welcoming and empowering environment for everyone. We're committed to equity and inclusion, and consider all qualified applicants embracing every race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and your unique background.

We encourage you to apply if you're passionate about this opportunity and have the core qualifications. Your unique experiences and skills are what make you a strong candidate. Don’t let imposter syndrome hold you back! Our recruitment process is designed to be inclusive and accessible to all. If you need any accommodation(s) during the application or interview stage, please let us know. We're dedicated to providing what's necessary to ensure a fair and inclusive experience.