• Processor/LOS Admin

    Job Post Information* : Posted Date 3 weeks ago(1/30/2019 3:47 PM)
    Customer Service
  • The Position

    The purpose of the Processor/LOS Admin is to support the Helpdesk day-to-day Encompass issues as well as assisting with transitioning new offices during the onboarding phase. As part of the Client Relations Team, this position plays a vital role in ensuring that our company’s day to day operations run smoothly and with limited risk and disruption.
    The Processor/LOS Admin works within the Client Relations department’s umbrella and reports to the VP of Client Relations.


    Serve as Liaison with Onboarding of New Hires & New Offices

    • Process all loans for the Home Office
    • Serve as interim Processor for new offices, as needed
    • Provide assistance to new employees and new offices on Processing and related items
    • Walk through initial files and answer questions to help better familiarize new employees
    • Assist with Helpdesk Tier 1 & Tier 2 Encompass System user errors and issues
    • Work with the Encompass LOS Administrator and Developer as needed on Encompass LOS issues
    • Assist in other duties, as assigned


    Assist with Development of Support Materials & Communications

    • Announce important system and process changes internally and externally, as needed
    • Continually grow our knowledge base of our Loan Originator Software (LOS), products and services


    Provide Customer Service and Ongoing Support

    • Communicate in a professional and timely manner with all parties of the loan transaction, as appropriate, including Borrower, Mortgage Loan Originator, Closer, Escrow Agents, Title Companies, Mortgage Service Vendors, Real Estate Agents, etc.
    • Ensure HelpDesk tickets are completed effectively and timely with updates made daily and with proper documentation and recording of ticket items
    • Troubleshoot issues, directing inquiries to the correct resources or properly escalating unresolved items as needed, and follow up with end users on issues
    • Provide training on problem-solving processes and use feedback to improve common issues/tickets


    • Strong analytical, problem-solving, and multi-tasking skills
    • Strong interpersonal and communication skills (verbal and written)
    • Self-starting, self-reliant, highly motivated, dependable and resourceful
    • Efficient in time-management and ability to organize and prioritize tasks
    • Technologically savvy and comfortable learning new computer systems and programs


    • High school diploma required, college degree preferred
    • Completion of the Anti-Money Laundering, Fair Lending, and Equity trainings are required


    • Minimum of 2 years of recent processing or relative work experience
    • Minimum of 2 years of recent experience with Ellie Mae Encompass 360 (LOS)
    • Strong understanding of the mortgage process from origination through closing


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