Application Support Specialist
Company: American Pacific Mortgage
Posted on: January 12, 2022
Learn How We Create Experiences That Matter Everyday--- Join Our
Who you work with and for is one of life's biggest choices. APM
exists to serve our branch managers and originators. In every
interaction with us as individuals and a company, we let our branch
managers, loan officers, employees and associates know that they
matter. Our core values drive the day-to-day behavior and decision
making throughout our company. Respect, Transparency, and Scrappy
define how we act and work together as a team. These values have
led us to be voted Top Employer 5 years running, 50 Best Places to
Work, and Top 15 Mortgage Companies in America.
Primary Job Functions:
An Application Support Analyst is responsible for the coordination,
resolution, and tracking of end user issues regarding the various
software applications used at American Pacific Mortgage. This
position will provide the day to day support to all branch
Originators and Processors as well as Banking Operations. This
position also requires the ability to document all issues and
resolutions in a comprehensive and accurate manner.
The ideal candidate will be friendly, empathic, self-motivated and
enjoy working with people. Must be able to quickly prioritize
issues and find the most appropriate solutions. This position
requires self-discipline, follow through, and exceptional
communication skills (verbal and written). Ideal candidates will
have prior experience with Encompass 360 -- Banker's Edition and
have in-depth knowledge in processing, loan origination and
Essential Duties and Responsibilities:
Respond to new requests and resolve technical issues encompassing
hardware, software and networking within established SLA by
providing remote support
Provide efficient, timely, consistent, accurate resolutions to
issues within various business applications. Encompass 360, CRM
Track all work in ticketing system ensuring all assigned tickets
have accurate and up-to-date accounts of all troubleshooting steps
and follow-up details
Monitoring the application support hotline and responding to
incoming calls for ticket resolution
Escalate issues to management that cannot be resolved within the
Respond to inquiries and requests from users, and management to
provide technical assistance and support to ensure service
Act as liaison between American Pacific Mortgage and vendor support
teams to resolve end user issues.
Track support issues and resolutions in order to identify possible
training needs or system changes.
Collaborate with the Applications Management team to help identify
possible areas within the various software applications that could
be configured to increase overall operational productivity.
Assist with testing and training of the various business
Assist with overall system Administration and set-up.
Monitor the ConnectWise boards for incoming requests including
assigning and escalating accordingly
Other duties as assigned
The ideal candidate will have at least five years of experience in
residential mortgage lending industry.
Strong coordination, organization, teaming and communication
Works well individually or in a group setting
Ability to manage time and priorities.
Ability to work under pressure and time constraints.
Ability to analyze an issue and determine best approach for a
General experience and understanding of the following products:
Encompass 360 -- Banker's Edition
CRM (Total Expert)
Microsoft Office Suite
Windows 7 and 10
Excellent interpersonal communication skills
Customer Service - the ability to provide and maintain effective
and positive communication
Adaptability - an ability to quickly learn new or different
techniques, products and computer programs
Problem Solving - an ability to effectively analyze and resolve
problems at a functional level
This person must live our culture every day! (Respect,
Embrace APMC Culture:
APMCares- Our charitable entity
As we grow and our reputation spreads, we know there are
opportunities to make more significant contributions to the
communities in our footprint.
APMCares was created to serve and support APM families in need and
the causes we care about.
Office of Diversity
Increase APM's workforce diversity
Increase the diversity of the communities we serve
'American Pacific Mortgage Corporation is an equal opportunity
employer. All applicants will be considered for employment without
attention to race, color, religion, sex, sexual orientation, gender
identity, national origin, veteran or disability status.'
Live in our values everyday- Respect- Transparency-
Keywords: American Pacific Mortgage, Rocklin , Application Support Specialist, Other , Rocklin, California
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