Application Support Specialist

Job Title: APPLICATION SUPPORT SPECIALIST
Job Type: Full-time
Location: Remote temporarily, but willing to work onsite in Alabang

Application Process:
To apply for this position, please fill-out the application form here: https://docs.google.com/forms/d/e/1FAIpQLSdvX0wx99pAXAimWuaKaBwzwUNY1UnzqC-c0EkmuYjxG0t15w/viewform

Duties
- Review and Respond to Application Support Tickets
- Troubleshoot User Requests
- Answer inbound calls from end users
- Create and Maintain various User and Branch Accounts

Requirements
- Office Suite
- Encompass User Experience
- Encompass Admin Experience
- Use of Ticketing Systems
- Ability to Troubleshoot and Communicate with End Users
- Fannie Mae DU and LPA Experience

Responsibilities:
1. Answer calls in the order they are received through our Application Support Hotline number.
2. Support users across our organization by responding to internal support tickets using our ticketing system.
3. Provide efficient, timely, consistent and accurate resolutions to issues within various business applications. This includes but limited to, Encompass, Total Expert CRM, and third-party integrations.
4. Act as liaison between American Pacific Mortgage and vendor support teams to resolve end user issues.
5. Track support issues and resolutions to identify possible training needs or system changes.
6. Collaborate with the Applications Manager to help identify possible areas within the various software applications that could be configured to increase overall operational productivity.
7. Assist with overall system administration and user account set-up within Encompass and various third-party applications (i.e. AccountChek, Data Verify).
8. Manage and execute permission changes based on business needs in both the LOS as well as the Total Expert CRM.

Qualifications/Requirements:
1. The ideal candidate will have at least two years of experience in residential mortgage lending industry.
2. Strong coordination, organization, teaming, and communication abilities
3. Works well individually or in a group setting
4. Ability to manage time and priorities.
5. Ability to work under pressure and time constraints.
6. Ability to analyze an issue and determine best approach for a solution.
7. General experience and understanding of the following products:
- Encompass 360 - Banker's Edition
- CRM (Total Expert)
- Fannie Mae / Freddie Mac
8. Experience with prior business applications, workflows, user access management (new hires, terminations, role changes etc.) including security access in the mortgage industry
9. Excellent interpersonal communication skills
Customer Service – the ability to provide and maintain effective and positive communication
10. Adaptability – an ability to quickly learn new or different techniques, products, and computer programs
11. Problem Solving – an ability to effectively analyze and resolve problems at a functional level

This person must live our culture every day! (Respect, Transparency, Scrappy)