American Pacific Mortgage

Application Support Analyst

American Pacific Mortgage

full-time

Posted on:

Location Type: Office

Location: Roseville • California • United States

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Salary

💰 $25 - $27 per hour

About the role

  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingdiagnosingresolving issuesdocumentationuser account managementconfiguration improvementsworkflow efficiencysystem enhancementsanalytical skillscritical thinking
Soft Skills
customer service orientationverbal communicationwritten communicationorganizational skillstime managementindependent workteam collaborationjudgmentadaptabilitycommitment to core values