Support Specialist

JMAC Lending

Encompass Support Specialist supporting mortgage loan origination systems for JMAC Lending. Managing applications, integrations, user access, troubleshooting, training, and project implementations.

Posted 8/20/2026full-timeRemote • California • 🇺🇸 United StatesJuniorMid-Level💰 $32 - $39 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in application support and troubleshooting within the mortgage industry, with a strong focus on customer service and process implementation. Proficient in managing integrations and user account configurations while maintaining detailed documentation and adhering to SLA commitments.

Highest-signal resume keywords

Encompass AdministrationApplication SupportProcess ImplementationCustomer ServiceTechnical Documentation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Application SupportTroubleshootingProcess ImplementationWorkflow CreationUser Account ConfigurationProject TrackingIntegration ManagementVendor ManagementSLA CommitmentDocumentation

Soft Skills

Problem-SolvingOrganizationPrioritizationCommunicationAutonomy

Tools & Technologies

EncompassLenderpriceMercurySalesforceHubSpotCoreLogicFannie MaeFreddie Mac

Industry Keywords

Mortgage IndustryLoan Origination SystemsThird-Party IntegrationsChange ManagementTechnical Support

Tech Stack

Tools & technologies

Swift

About the role

Key responsibilities & impact

Deliver first-level application support via phone, email, and face-to-face interactions.
Prioritize and escalate issues to ensure swift resolution.
Support Encompass, Lenderprice, Mercury, Salesforce, HubSpot, CoreLogic, Fannie Mae, Freddie Mac, and other mortgage systems.
Troubleshoot and resolve internal support issues, escalating to software vendors when necessary.
Uphold SLA commitments and maintain detailed records of problems and solutions.
Provide technical support for process and workflow creation.
Conduct training sessions and create documentation for internal staff.
Oversee loan origination systems and integration-service partnerships.
Facilitate third-party integrations and manage vendor bug fixes and improvements.
Collaborate with IT/Apps on enhancements, upgrades, patches, validation testing, process improvements, and change requests.
Manage employee mortgage application provisioning, access rights, account reviews, updates, and deactivation.
Configure user accounts, roles, licenses, permissions, and application settings for onboarding and offboarding.
Assist Project Managers with project tracking and timely delivery of objectives.
Support software solution implementations and project change management.

Requirements

What you’ll need

More than 2 years of experience in technology within the Mortgage industry.
Experience with Encompass Administration is a plus.
A natural problem-solver with a knack for identifying challenges and implementing effective solutions.
Ability to work autonomously while exercising sound judgment with minimal supervision.
Exceptional skills in organization, prioritization, and maintaining focus on deadlines.
Outstanding verbal and written communication skills, capable of presenting complex concepts clearly and succinctly to both technical and non-technical audiences.
Commitment to delivering excellent customer service, especially in handling urgent, time-sensitive matters.
Strong aptitude for process implementation and documentation.

Benefits

Comp & perks

Comprehensive Health Care Plan (including Medical, Dental, and Vision)
Life Insurance options (Basic, Voluntary, and AD&D)
Generous Paid Time Off for Vacation and Holidays
Retirement Savings Plan (401k)
Short Term and Long Term Disability coverage
Support for Family Leave
Access to Wellness Resources