The Encompass Specialist acts as a front-line technical business resource for residential mortgage staff and Devon Bank, in general. Through research, testing, standardization and documentation, the Encompass Specialist will work to solve issues related to all LOS, CRM, POS systems. The position strives to design and develop workflow automation, compliance, operational efficiencies, pipeline management, help desk support and training. This position also assists in system configuration as requested by Devon Bank’s IT department. This is a fully remote position with headquarters in Chicago, IL.
Responsibilities
• Maintain current knowledge of Encompass, CRM and POS features and functionality, providing recommendations for improvements.
• Partner with IT to act as business line system administrator for the upkeep, configuration, and reliable operation of systems
• Implement configuration changes and customizations as required by the business.
• Identify ways to assist management in product and/or business planning and improvement through requirements development and analysis. Propose new product features and updates.
• Collaborate with department managers to determine, document, and communicate the impact of proposed system enhancements and changes to current business processes.
• Collaborate with staff to solicit needs, determine feasibility, and implement configuration changes.
• Create a help desk protocol with standardization of training and implementation materials.
• Maintains complete document library, build custom documents as needed and maintain eFolder settings.
• Create and maintain a report library and builds custom reports as necessary.
• Maintain all loan templates.
• Maintain business rules for data entry, workflow progression and regulatory compliance as requested.
• Manage questions and requests from internal users regarding the technical subject matter while troubleshooting issues and clearing tickets in a timely manner.
• Support audit and compliance testing.
• Assist IT in efforts to configure and troubleshoot the Encompass software application.
• Oversee changes and provide clear and timely communication as necessary with releases.
• Serve as an escalation point for Encompass related support issues.
• High School Diploma or equivalent
• Two-year Encompass 360 Bankers Experience
• CRM and POS experience a plus
• Two years residential mortgage lending experience
• Strong problem-solving skills and ability to identify problems/issues, develop and evaluate options to implement solutions
• Ability to estimate tasks, establish priorities, organize assignments, and properly allocate resources to complete assignments within established timeframes
• Ability to analyze current environment to make appropriate recommendations for change and to perform those changes within the company environments
• Collaboration to share, train and/or impart knowledge and skillset to members of team as it relates to implementing process change and utilizing enhanced functionality
• Excellent organizational, data gathering, documentation and follow-up skills
• Excellent oral and written communication skills
• Demonstrated problem-solving skills to troubleshoot issues
• Ability to define projects tasks and routinely follow up until the project is complete
EEO/AAP Statement
Devon Bank is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
If you need assistance or an accommodation due to a disability, you may contact us at HRCommunications@devonbank.com or you may call us at (773)- 465-2500.