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Production Support Generalist

Description



The Production Support Generalist is responsible for providing front line technical support for end users of the Encompass Loan Origination System (LOS) ecosystem of products (CRM/POS/LOS), ensuring that mortgage production users can navigate software applications and tools through the loan origination process. This individual serves as a first point of contact demonstrating subject matter expertise to address end user support requests efficiently.

Responsibilities include:
  • Serve as the first point of contact for end users seeking application support
  • Acquire and maintain the knowledge necessary to be capable of representing subject matter expertise of Encompass ecosytem of products to Colonial production personnel
  • As support requests are submitted, performs needs analysis, identifies priority and either takes first-hand action, or works with other resources in the department to work the request until resolution is achieved
  • Prioritize and/or escalate support requests according to defined Production Support processes (Level 1-2-3)
  • Investigate and isolate user errors from system issues, and escalate true bugs and incidents to higher tiers of support
  • Report and manage escalated issues with external vendors/parties as applicable
  • Participate in related end-user ecosystem training sessions (internal/vendor-led)
  • Deliver support through phone conversations, emails, or virtually; strive for first-contact resolution
  • Document solutions to issues for internal use and evaluation
  • Identify training opportunities through support desk activity and submit recommendations to management for corporate training evaluation and prioritization
  • Maintain documentation for all support calls, contribute to performance reports
  • Assist with testing system upgrades/quality control, new functionality/defect fixes as assigned
  • Provide on call support on a rotating basis in the evenings and weekends, as needed
  • Identifies defects and enhancement opportunities within Encompass applications and present ideas to management/vendors
  • Communicate status updates to management and affected user(s)
  • Document user interactions and issue resolution details for analysis purposes
  • Coordinates with Corporate Training where necessary to support users
  • Act as the subject matter expert on applications and process support
  • Ability to pick up on trending issues and make suggestions for better processes
  • Effectively use the knowledge base, user forum and all other resources available to drive resolution
  • Manages help desk requests from internal users regarding technical subject matter while troubleshooting issues and clearing tickets in a timely manner
  • Other duties as assigned


Requirements:
  • 2+ years of mortgage related experience such as processing, underwriting, or other operations positions
  • 2+ years' experience working with Encompass and other related platforms
  • Knowledge of Velocify CRM beneficial
  • Working knowledge of ticketing systems, manage and troubleshoot user issues
  • Ability to provide production support for level 1 or 2 issues
  • Superior analytical and organizational ability with strong attention to detail to evaluate a problem and apply problem-solving skills to resolve the issue
  • Superior customer service skills
  • Ability to work independently, analyze data and recommend appropriate actions
  • Ability to work across organizational boundaries
  • Ability to be flexible, patient, and thrive in a fast-paced environment with multiple interruptions
  • Excellent written and verbal communication skills
  • Must possess a sense of urgency for all issues
  • Ability to define projects tasks and routinely follow up until the project is complete
  • Ability to work extended hours


This position offers a full range of benefits including Health, Dental, and 401k.

Equal Opportunity Employer

M/F/Disability/Vet.

Member FDIC | Equal Housing Lender | NMLS ID 401285

Requirements

 

Job Snapshot

Location US-TX-Fort Worth
Employment Type Full-Time
Pay Type Hour
Pay Rate N/A
Store Type Banking
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Company Overview

Colonial Savings

Colonial is a national provider of banking, home loans and insurance. Founded in 1952, the company has $1 Billion in assets and is privately held by choice to ensure our focus remains on our customers and not the expectations of Wall Street. Colonial is rated “Five Stars – Highly Recommended” as one of the strongest financial institutions in the country by Bauer Financial, a leading analyst, and has earned Fannie Mae’s Four STAR award for customer service and foreclosure prevention, as well as the highest achieving STAR Performer for best practices in General Servicing, Collections/Loss Mitigation and Neighborhood Stabilization in 2014.

Contact Information

US-TX-Fort Worth
Colonial Savings
817-390-2045

Snapshot
Colonial Savings
Company:
US-TX-Fort Worth
Location:
Full-Time
Employment Type:
Hour
Pay Type:
N/A
Pay Rate:
Banking
Store Type:

Description



The Production Support Generalist is responsible for providing front line technical support for end users of the Encompass Loan Origination System (LOS) ecosystem of products (CRM/POS/LOS), ensuring that mortgage production users can navigate software applications and tools through the loan origination process. This individual serves as a first point of contact demonstrating subject matter expertise to address end user support requests efficiently.

Responsibilities include:
  • Serve as the first point of contact for end users seeking application support
  • Acquire and maintain the knowledge necessary to be capable of representing subject matter expertise of Encompass ecosytem of products to Colonial production personnel
  • As support requests are submitted, performs needs analysis, identifies priority and either takes first-hand action, or works with other resources in the department to work the request until resolution is achieved
  • Prioritize and/or escalate support requests according to defined Production Support processes (Level 1-2-3)
  • Investigate and isolate user errors from system issues, and escalate true bugs and incidents to higher tiers of support
  • Report and manage escalated issues with external vendors/parties as applicable
  • Participate in related end-user ecosystem training sessions (internal/vendor-led)
  • Deliver support through phone conversations, emails, or virtually; strive for first-contact resolution
  • Document solutions to issues for internal use and evaluation
  • Identify training opportunities through support desk activity and submit recommendations to management for corporate training evaluation and prioritization
  • Maintain documentation for all support calls, contribute to performance reports
  • Assist with testing system upgrades/quality control, new functionality/defect fixes as assigned
  • Provide on call support on a rotating basis in the evenings and weekends, as needed
  • Identifies defects and enhancement opportunities within Encompass applications and present ideas to management/vendors
  • Communicate status updates to management and affected user(s)
  • Document user interactions and issue resolution details for analysis purposes
  • Coordinates with Corporate Training where necessary to support users
  • Act as the subject matter expert on applications and process support
  • Ability to pick up on trending issues and make suggestions for better processes
  • Effectively use the knowledge base, user forum and all other resources available to drive resolution
  • Manages help desk requests from internal users regarding technical subject matter while troubleshooting issues and clearing tickets in a timely manner
  • Other duties as assigned


Requirements:
  • 2+ years of mortgage related experience such as processing, underwriting, or other operations positions
  • 2+ years' experience working with Encompass and other related platforms
  • Knowledge of Velocify CRM beneficial
  • Working knowledge of ticketing systems, manage and troubleshoot user issues
  • Ability to provide production support for level 1 or 2 issues
  • Superior analytical and organizational ability with strong attention to detail to evaluate a problem and apply problem-solving skills to resolve the issue
  • Superior customer service skills
  • Ability to work independently, analyze data and recommend appropriate actions
  • Ability to work across organizational boundaries
  • Ability to be flexible, patient, and thrive in a fast-paced environment with multiple interruptions
  • Excellent written and verbal communication skills
  • Must possess a sense of urgency for all issues
  • Ability to define projects tasks and routinely follow up until the project is complete
  • Ability to work extended hours


This position offers a full range of benefits including Health, Dental, and 401k.

Equal Opportunity Employer

M/F/Disability/Vet.

Member FDIC | Equal Housing Lender | NMLS ID 401285

Requirements

 
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Production Support Generalist Apply now