Mortgage Applications Specialist

Position Summary

The primary function of the Mortgage Applications Specialist position is to ensure the smooth operation of mission-critical systems directly related to Residential Mortgage Lending's (RML) core business operations; including, but not limited to core lending origination, applications and systems, core communications gateways, and SharePoint intranet sites. This position provides the first level of technical support for RML end-users. This position ensures all service and user requests are completed in a reasonable timeframe in keeping with our Service Level Standards and to our customers' satisfaction.

The following duties are intended to provide a representative summary of the major duties and responsibilities and ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional duties.

Essential Duties and Responsibilities

1. Perform initial needs assessments for end-users based on their operational and business requirements, and escalate to internal administrative or engineering resources or to vendor support based on complexity of those needs.
2. As directed by management, support Administrator, testing, and maintenance of the internal application servers, associated authentication servers, communication gateways, and client-side internal applications ensuring a segregation of duties.
3. Assist internal engineering or administrator resources as needed with analysis, validation, and installation of upgrades, or updates to core systems and applications.
4. Ensure end-users are provisioned the correct rights, permissions, limits and authorities according to policies, standards and procedures.
5. Provide support for third-party hosted Software as a Service (SaS) applications ensuring outages, and issues are immediately reported to supervisor/management and vendors, and that end-users are notified as directed using the applicable methods (e.g. Jabber, email, Known-Issues, vendor ticketing systems, etc.).
6. Maintain an intermediate level of proficiency in enterprise-wide infrastructure to include mortgage specific applications.
7. Maintain an intermediate understanding of loan origination operations, workflow, and processes.
8. Monitor the RML Service Request and User Maintenance Request queue and assign and/or process requests appropriately to ensure customers' problems are handled as expeditiously as possible and meet department SLAs and Customer First service Standards. Communicate status of assigned pending service requests with end-users and escalate to supervisor or management as needed.
9. Ensure work performed is accurate and does not create certification discrepancies.
10. Communicate outages and other enterprise-wide events to the impacted audience via the appropriate communication tools (e.g. NBi, email, Jabber, Telephone, and Engineers Log).
11. Complete and maintain training necessary to provide support to the Banking Applications Specialists as needed.
12. Complete online, written and in-person compliance training within established timeframes.
13. Other duties as assigned.

Qualifications

Education

Experience

• Two years of experience in the financial services industry working extensively with core mortgage systems.
• Experience developing, implementing, and supporting enterprise information technology applications or with EllieMae Encompass 360 systems preferred.

Knowledge & Communication Skills

• Ability to read, write, and speak English sufficiently to comprehend, analyze, and effectively communicate business memorandums, technical procedures, and government regulations.
• Ability to easily identify potential issues and escalate to management in a timely manner.
• Must understand and have the ability to implement applicable compliance requirements.

Analytical & Decision Making Skills

• Motivated self-starter, with strong listening and problem-solving skills, who is able to handle sometimes challenging situations with supervision.
• Must have the capability to resolve most customer questions or concerns independently and recognize the need for call escalation.
• Ability to multi-task and accomplish accurate work that adheres to established processes, procedures and regulations.
• Ability to independently analyze, prioritize and resolve issues.
• Must remain thorough and detail oriented while performing several tasks concurrently.

Computer/Software/Other Equipment Skills

• Intermediated knowledge of mortgage origination applications, and a basic understanding of structured programming languages such as XML, SharePoint technologies and services.
• Working knowledge of Windows operating systems, virtualization infrastructure, enterprise security practices, and backup and replication technology.
• Proficient with standard office machinery such as PC (keyboard and ten-key), telephone, printer, and fax/copier.
• Must be able to navigate through computerized and manual resources, in order to identify and resolve problem situations. Must possess intermediate knowledge of Microsoft Office Suite.

Working Conditions

• The noise level in the work environment is usually moderate.
• Work is performed in a professional office environment.