Job Description

What you’ll do:

Provide support for and address Encompass loan origination system and Broker portal inquiries.
Provide helpdesk coordinator support for Mortgage Lending staff and Brokers.
Manage the Ask and Broker IQ mailboxes workflow by reviewing incoming requests, allocating inquiries to team to respond, and ensuring inquiries are responded to in a timely manner.
Responsible for troubleshooting level 2 inquiries through resolution or escalation to appropriate level support.
Responsible for providing support to Account Managers, including re-assigning Account Executive accounts.
Communicate with brokers and process changes regarding their rate of compensation when their chosen compensation rate-plan changes.
Perform initial credential set up, maintenance and resets for Mortgage Lending Staff and Brokers within vendor accounts and system applications by monitoring new hires, transfers and terminations.
Perform data entry and administrative tasks within the Encompass loan origination system and Broker portal.
Provide point of contact tasks for MLD third party vendors and troubleshoot vendor related issues through the system integrations.
Manage the Preferred Provider mailbox workflow by reviewing incoming requests and ensuring inquiries are responded to according to set Service Level Agreements.
Responsible for providing support to Mortgage lending staff and Brokers via email, phone and/or chat function

What you’ll need:

Excellent customer service skills
Good verbal and written communication skills
Strong follow up and follow through skills
Ability to work in a team environment
Ability to work from 7am – 6pm (PST) and overtime and weekends if needed to support the business.
Ability to multi-task in a fast paced environment
Ability to organize and prioritize your work schedule on a short-term and long term basis

EEO/AAP Employer

Notice to all applicants: Carrington does not do interviews or make offers via text or chat.

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