About the role:
The Mortgage Software Support Specialist provides end-user support for the nCino Mortgage application, ICE Encompass® Banker Edition, and related integrated services across the enterprise, from origination through servicing. In this role, you will help advance company goals through systems administration, Level 1 Encompass help desk support, collaboration, and adaptability in a fast-paced mortgage lending environment.
In this role, you will:
- Manage internal help desk requests, troubleshoot issues, and escalate moderately complex or advanced items to nCino Mortgage, ICE Mortgage Technologies, or third-party support teams as needed.
- Investigate and resolve application issues while supporting Encompass LOS and other mortgage software solutions.
- Use diagnostic methods to identify issues, determine root causes, recommend solutions, and escalate and track complex problems when appropriate.
- Identify recurring issues and recommend process improvements that enhance the user experience.
- Document each support incident clearly in the ticketing system and provide timely updates on open issues.
- Use the document library and help desk knowledge base to support mortgage software applications efficiently.
- Train and support users on mortgage software and related technology to help reduce repeat requests.
- Identify opportunities to improve help desk workflows, system functionality, and business processes.
- Provide professional, courteous service when partnering with employees at all levels of the organization.
- Perform other duties as assigned.
- Comply with all applicable federal laws, rules, and regulations related to Anti-Money Laundering (AML), including the Bank Secrecy Act (BSA).
The good-faith compensation range for this role is expected to be $47,000 to $51,500 per year, based on the role, market, internal equity, and candidate qualifications.
What you’ll bring:
- At least 2 years of recent experience using Encompass Banker Edition in a large-user environment
- A strong mortgage lending background, such as experience as an originator, closer, underwriter, processor, or LOS analyst/administrator
- Experience supporting end users and sharing knowledge across mortgage software products and services
- The ability to work independently, analyze information, and take or recommend appropriate action with minimal supervision
- Strong analytical, organizational, and problem-solving skills
- Dependability, self-motivation, and a positive attitude
- A high level of proficiency with Microsoft Office 365 applications
- Excellent written, verbal, and interpersonal communication skills
- The ability to think creatively, take initiative, and ask thoughtful questions
- An interest in detailed research and documentation
- The ability to manage priorities effectively and perform well in a fast-paced environment
- Strong deductive reasoning skills to analyze issues and respond quickly in a demanding environment
- The ability to collaborate effectively with both small and large groups
What will help you stand out:
- Knowledge of mortgage regulations, including TRID and RESPA
- Experience as an Encompass or other LOS power user or administrator
#mortgage
Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- At least 2 years of recent experience using Encompass Banker Edition in a large-user environment
- Strong mortgage lending background (originator, closer, underwriter, processor, or LOS analyst/administrator)
- Experience supporting end users and sharing knowledge across mortgage software products and services
- Ability to work independently, analyze information, and take or recommend appropriate action with minimal supervision
- Strong analytical, organizational, and problem-solving skills
- Dependability, self-motivation, and a positive attitude
- High level of proficiency with Microsoft Office 365 applications
- Excellent written, verbal, and interpersonal communication skills
- Ability to think creatively, take initiative, and ask thoughtful questions
- Interest in detailed research and documentation
- Ability to manage priorities effectively and perform well in a fast-paced environment
- Strong deductive reasoning skills to analyze issues and respond quickly
- Ability to collaborate effectively with both small and large groups
- Comply with Anti-Money Laundering (AML) and Bank Secrecy Act (BSA) requirements
- Knowledge of mortgage regulations, including TRID and RESPA
- Experience as an Encompass or other LOS power user or administrator
TowneBank Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about TowneBank and has not been reviewed or approved by TowneBank.
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Leave & Time Off Breadth — PTO, all federal bank holidays, and an extra birthday day off are highlighted, with paid parental leave also offered. Time off can be used for vacation, illness, caregiving, bereavement, and birth/adoption for both full- and part-time staff.
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Wellbeing & Lifestyle Benefits — Wellness initiatives include on-site screenings, fitness-club reimbursement, virtual fitness and mindfulness classes, and various employee discounts. An Employee Assistance Program and wellness resources support everyday wellbeing.
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Retirement Support — A 401(k) with employer contributions through Principal and retirement planning tools are provided. A standard match with full vesting over five years is noted.
TowneBank Insights
What We Do
Founded in 1999, TowneBank is a company built on relationships, offering a full range of banking and other financial services, with a mission of serving others and enriching lives. Dedicated to a culture of caring, Towne values all employees and members by embracing their diverse talents, perspectives, and experiences. Today, the bank operates over 40 banking offices throughout Hampton Roads and Central Virginia, as well as Northeastern and Central North Carolina – serving as a local leader in promoting the social, cultural, and economic growth in each community. Towne offers a competitive array of business and personal banking solutions, delivered with only the highest ethical standards. Experienced local bankers providing a higher level of expertise and personal attention with local decision-making are key to the TowneBank strategy. Towne has grown its capabilities beyond banking to provide expertise through its controlled divisions and subsidiaries that include Towne Investment Group, Towne Wealth Management, Towne Insurance Agency, Towne Benefits, TowneBank Mortgage, TowneBank Commercial Mortgage, Berkshire Hathaway HomeServices Towne Realty, Towne 1031 Exchange, LLC, and Towne Vacations. NOTICE TO CONSUMERS REGARDING MARYLAND LENDER LICENSEES: TowneBank is licensed to engage in business as a Maryland Mortgage Lender and assigned a unique NMLS identifier number: 512138. The NMLS Consumer Access Website is linked here: www.nmlsconsumeraccess.org Interested in joining the Towne Family? Available positions are listed at www.townebank.com/careers. TowneBank and its affiliate companies support a diverse workforce and are Equal Opportunity Employers who do not discriminate against individuals on the basis of race, color, religion, national origin, age, sex (including pregnancy and gender identity), genetics, sexual orientation, disability, veteran status or other classification protected by law.
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