Summer Trainee, Technical Support role at Normet working on global spare parts operations. Ensuring technical assistance and data management for improved customer satisfaction.
About the role
- Application Support Analyst providing support for American Pacific Mortgage's software applications. Ensuring operational efficiency by tracking and resolving end-user issues effectively.
Responsibilities
- The Application Support Analyst is responsible for coordinating, resolving, and tracking end-user issues related to the software applications utilized at American Pacific Mortgage.
- This role provides day-to-day application support to branch Originators, Processors, and Banking Operations teams to ensure minimal disruption to production and operational workflows.
- The position also manages user account creation, maintenance, and permission administration within APM’s Loan Origination System (Encompass) as well as across the company’s suite of third-party applications.
- Additionally, this role requires thorough, accurate documentation of all support issues, resolutions, and system changes.
- Answer inbound calls via the Application Support Hotline in the order received, providing professional and solutions-focused support.
- Respond to internal support tickets through the company’s ticketing system within established Service Level Agreements (SLAs).
- Troubleshoot and resolve issues related to business applications, including but not limited to Encompass, nCino, Total Expert CRM, and third-party integrations, ensuring minimal operational disruption.
- Serve as the primary liaison between American Pacific Mortgage and vendor support teams to escalate, coordinate, and drive timely issue resolution.
- Track, analyze, and document support issues and resolutions to identify trends, recurring problems, and opportunities for training or system enhancements.
- Partner with the Applications Manager to identify and implement configuration improvements that enhance workflow efficiency and operational productivity.
- Administer user account setup, maintenance, and deactivation across supported platforms, including Encompass, AccountChek, and DataVerify.
- Manage and execute user permission changes within the Loan Origination System (LOS), CRM platforms, and related systems in alignment with company security policies and regulatory requirements.
Requirements
- Minimum of 2 years of experience in the residential mortgage lending industry, with a solid understanding of loan origination and processing workflows.
- Demonstrated ability to troubleshoot, diagnose, and resolve functional issues across mortgage systems, including Encompass, DataVerify, nCino, Total Expert, and Fannie Mae and Freddie Mac platforms.
- Strong customer service orientation with clear, professional, and confident verbal and written communication skills.
- Excellent organizational, coordination, and time management skills with the ability to manage competing priorities in a fast-paced environment.
- Ability to work independently with minimal supervision while collaborating effectively within a team environment.
- Sound judgment in prioritizing issues and appropriately escalating complex or time-sensitive matters.
- Proven adaptability and ability to quickly learn new systems, technologies, and business processes.
- Strong analytical and critical thinking skills with the ability to identify root causes and implement effective solutions.
- Proficiency in documenting support interactions, system changes, and resolutions in a thorough and accurate manner.
- Commitment to upholding the company’s core values: Respect, Transparency, and Scrappiness.
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