Mortgage Systems Coordinator

Job Summary

The Mortgage Systems Coordinator supports the day-to-day administration of mortgage technology platforms, with a primary focus on user account management, helpdesk support, and routine system maintenance. This role serves as the first point of contact for common system inquiries and ensures timely resolution of user access, navigation, and basic functionality issues.

The Coordinator works closely with senior team members to escalate complex requests and assists in maintaining system consistency, user support resources, and operational efficiency.

Job Duties

• Manage and maintain user accounts across mortgage technology systems (e.g., Encompass, Blend), including user setup, role assignments, permissions, and deactivations.
• Serve as the primary point of contact for routine Help Desk requests, including password resets, access issues, and navigation support.
• Respond to and resolve recurring system questions by leveraging existing job aids, knowledge base articles, and standard procedures.
• Document and track support requests, ensuring timely follow-up and resolution in accordance with service expectations.
• Escalate complex system issues, bugs, or configuration-related requests to senior team members or vendors as appropriate.
• Assist in maintaining and updating user guides, job aids, and training materials to support consistent system usage.
• Support onboarding and offboarding processes by ensuring accurate and timely system access provisioning.
• Perform routine system maintenance tasks under guidance, including basic data updates and template consistency checks.
• Assist with testing support by helping set up test users, basic test scenarios, and documenting results.
• Maintain awareness of common system workflows to effectively support end users.
• Adheres to all Federal and State laws and regulations, including the Bank Secrecy Act.
• Other duties as assigned.

Essential Functions

• Must be able to perform the essential functions of this position with or without reasonable accommodation.

Qualifications

• Education
  • Associate or Bachelor’s degree in a related field preferred, or equivalent work experience.
• Skills
  • Strong customer service and communication skills
  • Detail-oriented with good organizational abilities
  • Ability to follow defined processes and procedures
  • Basic troubleshooting and problem-solving skills
  • Ability to prioritize and manage multiple support requests
• Experience
  • 0–2 years of experience in mortgage operations, helpdesk support, or system administration preferred
  • Familiarity with Encompass or similar LOS platforms is a plus but not required

Supervised By

• Mortgage Systems Manager

Supervises

• None

Dart Bank is a community bank, serving our community since 1925.  We specialize in providing financial services, but we are passionate about serving the community and building real relationships with people.  Dart Bank provides innovative financial services for both personal and business banking, consumer and mortgage loans, commercial loans and lines of credit, merchant credit card processing, investment services and more. Our array of products and services and our longstanding history within our communities shows we care about what matters most for our customers and we are there for them for the most important times in their lives.  Dart Bank. For What Matters Most.

We offer:

Medical Benefits

• Dental
• Vision
• 401(K) Employee Stock Ownership Plan
• Paid vacation & sick time
• Flexible scheduling
• Employee Assistance Program
• Dart Bank University

At Dart Bank you can expect to be surrounded by a team that will support you and invest in your growth in a quick-paced work environment where we deliver exceptional customer service.  We are a local business that cares about our employees and our community.

Dart Bank is committed to providing equal opportunity in employment, maintaining a diverse workforce, and prohibiting all forms of unlawful discrimination and harassment.  

All employment decisions, policies, and practices, in terms of the recruitment process and other conditions and privileges of employment, will comply with applicable federal, state, and local anti-discrimination laws.  The Company seeks, employs, promotes, and compensates qualified individuals based on ability, as demonstrated by performance and other legitimate non-discriminatory factors, without regard to race, color, religion, national origin, citizenship, ancestry, sex (including sexual orientation, gender expression, and gender identity), age, physical or mental disability, pregnancy, genetic information, military status, veteran status, or any other protected status under federal, state (in Michigan: marital status, familial status, height, weight, and misdemeanor arrest record), or local law (individually and collectively, “Protected Class”).  This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so that you can begin to resolve the issue before this employer can take any action against you, including terminating your employment. This employer can only use E-Verify once you have accepted a job offer and completed Form I-9.