Mortgage Systems & AI Analyst

Position Summary

The Mortgage Systems & AI Analyst supports the administration, maintenance, and optimization of mortgage technology platforms, including Encompass, nCino, Optimal Blue, and related systems. This position serves as the primary point of contact for day-to-day mortgage systems support and is responsible for troubleshooting, system configuration, testing, documentation, training, and approved AI workflow development. The position works with internal stakeholders, third-party vendors, and the Mortgage Systems Manager to maintain reliable systems, support operational needs, and improve mortgage processes.

Duties & Responsibilities

• Serve Texas Tech CU members and employees pleasantly and professionally in accordance with Texas Tech CU core values of Trust, Respect, Excellence, Kindness, and Stewardship.
• Triage, troubleshoot, and resolve mortgage systems requests from loan officers, processors, underwriters, closers, and secondary market employees.
• Build and maintain Encompass business rules, personas, user access, input forms, custom fields, and data-driven field mappings.
• Test system changes with business users and move approved changes through the established change management process.
• Provide system support and configuration assistance for Encompass, nCino Mortgage, nCino Incentive Compensation, Optimal Blue, and related mortgage technology platforms.
• Identify and troubleshoot data, configuration, workflow, and integration issues between mortgage systems.
• Coordinate with the Encompass development partner and other technology vendors by defining requirements, documenting specifications, testing changes, and managing support cases.
• Review vendor release information, test applicable changes, and communicate impacts to mortgage operations, secondary market, compliance, and other affected stakeholders.
• Develop approved AI prompts, workflows, skills, and automations that support mortgage operations, with appropriate testing, documentation, human review, and required IT security and cost review before implementation.
• Maintain system documentation, runbooks, job aids, configuration records, and change notes, and train users on system updates and processes.
• Serve as backup to the Mortgage Systems Manager for routine support, production changes, and daily prioritization, escalating matters outside established authority.
• Protect member and organizational information by using approved systems and following applicable security, access, data handling, and compliance requirements.
• Perform other duties as assigned to support mortgage operations and Texas Tech Credit Union business needs.

Skills & Qualifications

• Bachelor's degree in a related field or equivalent relevant experience preferred. 
• Credit union or community bank experience preferred. 
• Two or more years of hands-on Encompass administration experience preferred, including business rules, personas, input forms, or custom fields. 
• Experience with nCino Mortgage, Optimal Blue, Encompass Developer Connect, SQL, scripting, or comparable mortgage technology preferred. 
• Working knowledge of the residential mortgage loan process from application through closing, gained through lending, operations, or systems experience. 
• Experience supporting a business application through a ticket queue, help desk, or similar support process. 
• Experience testing system changes before release, including test scripts, user acceptance testing, or comparable validation methods. 
• Experience creating and maintaining process, system, or configuration documentation, including runbooks, job aids, or change notes. 
• Ability to analyze issues, identify root causes, document findings, and communicate solutions clearly to technical and nontechnical users. 
• Ability to manage multiple priorities, exercise sound judgment within established authority, and escalate issues appropriately. 
• Experience using generative AI tools for business purposes, including documentation, testing, workflow development, or data analysis. 

This job description is intended to provide a high-level of general requirements for this position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure proper operations.