Job Summary
The Mortgage Systems Coordinator supports the day-to-day administration of mortgage technology platforms, with a primary focus on user account management, helpdesk support, and routine system maintenance. This role serves as the first point of contact for common system inquiries and ensures timely resolution of user access, navigation, and basic functionality issues.
The Coordinator works closely with senior team members to escalate complex requests and assists in maintaining system consistency, user support resources, and operational efficiency.
Job Duties
- Manage and maintain user accounts across mortgage technology systems (e.g., Encompass, Blend), including user setup, role assignments, permissions, and deactivations.
- Serve as the primary point of contact for routine Help Desk requests, including password resets, access issues, and navigation support.
- Respond to and resolve recurring system questions by leveraging existing job aids, knowledge base articles, and standard procedures.
- Document and track support requests, ensuring timely follow-up and resolution in accordance with service expectations.
- Escalate complex system issues, bugs, or configuration-related requests to senior team members or vendors as appropriate.
- Assist in maintaining and updating user guides, job aids, and training materials to support consistent system usage.
- Support onboarding and offboarding processes by ensuring accurate and timely system access provisioning.
- Perform routine system maintenance tasks under guidance, including basic data updates and template consistency checks.
- Assist with testing support by helping set up test users, basic test scenarios, and documenting results.
- Maintain awareness of common system workflows to effectively support end users.
- Adheres to all Federal and State laws and regulations, including the Bank Secrecy Act.
- Other duties as assigned.
Essential Functions
- Must be able to perform the essential functions of this position with or without reasonable accommodation.
Qualifications
- Education
- Associate or Bachelor’s degree in a related field preferred, or equivalent work experience.
- Skills
- Strong customer service and communication skills
- Detail-oriented with good organizational abilities
- Ability to follow defined processes and procedures
- Basic troubleshooting and problem-solving skills
- Ability to prioritize and manage multiple support requests
- Experience
- 0–2 years of experience in mortgage operations, helpdesk support, or system administration preferred
- Familiarity with Encompass or similar LOS platforms is a plus but not required
Supervised By
- Mortgage Systems Manager
Supervises
- None