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Mortgage Software Support Specialist

Company

TowneBank

Location

Norfolk, United States

Type

Full Time

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 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 rec...
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