Primary Responsibilities & Objectives • Leverage mortgage industry document experience to assist clients in the use of their Encompass software solutions • Partner with Customer Base to implement custom documents request. • Document request in Project tracking system (JIRA).• Document details of all client interactions in CRM system (Sales Force).• Gather requirements on custom request, create mock samples of all document types including initial disclosures, closing forms, HELOC agreements & Security Instruments.• Create & assist client in installing custom documents in Encompass. • Manage case backlog in CRM system. • Manage custom document projects from client request to completion.• Ensure all projects are accurately documented in CRM system.• Manage coordination with Implementation Consultants and/or Implementation Project Managers for Implementation Custom Document Projects • Recognize and respond accordingly to systemic customer-impacting system issues • Understand and follow company and departmental guidelines and policies for successful customer interaction• Author, drive and advocate the use of knowledge articles for internal and external users.

Primary Responsibilities & Objectives • Leverage mortgage industry experience to assist clients in the use of their Ellie Mae software solutions • Partner with Customer Base to resolve complex problems in a timely manner • Maintain Departmental Standards• Drive service level attainment • Strive for prompt implementations • Maintain and promote consistent behaviors and delivery across the team • Manage case backlog • Recognize and respond accordingly to systemic customer-impacting system issues • Understand and follow company and departmental guidelines and policies for successful customer interaction • Manage Implementation Projects in accordance to Implementation Workflow• Manage coordination with Implementation Consultants and/or Implementation Project Managers for Implementation Dependent Projects • Manage coordination with Implementation Team at Client’s site • Ensure all projects are accurately documented • Document details of all client interactions in CRM system • Author, drive and advocate the use of knowledge articles for internal and external users

·Analyze/test basic system functionality, calculations and documentation for LOS - Net Oxygen/Encompass.·Analyze/ troubleshoot interface errors for third party vendor system integration with LOS - DOC Magic/DocuTech.·Work directly with the PMO/SME Groups to receive requests for changes/updates/verification of functionality and documentation for the LOS. - Net Oxygen/Encompass.·Document requests with tracking software - BugTracker, TFS, JIRA.·Create PBR with developer specifications, test cases & release notes. Request and document management approval.·Work directly with developers to implement PBR requests. BA/UAT testing.·LOS Administrative duties. CMS - Net Oxygen. User set up, persona rights & business rules - Encompass.·LOS Development duties. Create, map data fields, profile and add custom forms using I32, GFS Docs, Net Oxygen Studio, Enterprise Manager, RPA, - Net Oxygen. Create custom documents and custom forms (Screens) using Form Builder - Encompass.