Home Lending Encompass Analyst I
Job Details
Mountlake Terrace - Mountlake Terrace, WA
Full Time
Day
Banking
Description

SUMMARY: The Encompass Analyst I will be an integral part of the Encompass 360 team; both in an administrative capacity, and as a help desk representative, and will play a significant role in improving Encompass end-user experience.  

This position will document Home Lending Department Encompass end-user procedures and processes and work collaboratively with the Encompass team to update, draft, and maintain job aids, procedure documents, workflow charts, and other documentation.  Under the direction of the Encompass System Admin Manager, this position will perform and/or coordinate system testing and assist with end-user training.  

 

This position will provide internal customers and coworkers with software-specific technical support and process/workflow assistance, remotely and/or on-site, including explaining features of the Loan Operating System and answering questions about Encompass functionality and procedures.  They will apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions, and escalate complex problems when required.  Providing a high level of professionalism and cheerful customer service, this position will interact with employees in all positions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

  • Document Encompass end-user processes and procedures, report findings to Home Lending Encompass System Admin Manager.
  • Update, draft, and maintain job aids, procedure documents, workflow charts, and other documentation as per policies and procedures established by Home Lending Department Managers.
  • Perform system testing.
  • Coordinate and record results of end-user testing.
  • Assist in end-user training.
  • Record Encompass meeting minutes.
  • Assist in responding to help desk requests from internal customers and coworkers and provide a high level of customer service and appropriate sense of urgency.
  • Escalate complex issues to other Encompass team staff and/or submit support cases directly to Encompass, as applicable.
  • Act as a subject matter expert on applications and process support.
  • Ability to pick up on trending issues and make suggestions for a better process.
  • Prioritize the impact individual issues may have on day to day production.
  • Assist with documenting system changes in Excel tracking log for compliance purposes.
  • Performs other duties as assigned.
Qualifications

EDUCATION and/or EXPERIENCE

  • Mortgage operations and LOS experience required.
  • At least 1 years’ experience working in Encompass 360 LOS preferred.
  • One or more years' experience working as a Helpdesk Technician/Analyst or Encompass System Support Analyst preferred.
  • Technical writing experience strongly preferred.
  • High School diploma or equivalent.
  • Ability to work independently, analyze data, and accurately record and explain findings.
  • Proficiency with Microsoft Word and Excel.
  • Excellent written and oral communication skills.
  • Strong desire to learn and become an Encompass subject matter expert.
  • Ability to be flexible, patient, and thrive in a fast-paced environment with multiple interruptions.
  • Strong trouble-shooting and problem-solving abilities.
  • Embodies the Core Values of the Bank.

​​​​​​​COMPUTER SKILLS

To perform this job successfully, an individual should be proficient in Microsoft Office Products.  Individual should also be able to embrace loan operating systems working to support/improve/and grow loan operating systems to maximize their success at 1st Security Bank. 

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The employee will operate in a general office environment, using office equipment such as a phone and a computer. The employee must be able to bend and squat occasionally when accessing storage.
  • The noise level in the work environment is usually quiet to loud as compared to a private office with light foot traffic and office equipment. The employee must be able and willing to interact frequently with the general public.
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