Field Support Coordinator - IT Mortgage at Wintrust Financial Corporation in Rosemont, Illinois

Job Description:

Position Summary

The Field Support Coordinator is responsible for providing both procedural and technical troubleshooting support to all end users of various mortgage systems/software. This mainly includes Encompass, AUS systems and Zoom (Blend) borrower portal. A Field Support Coordinator will often participate in problem reviews, root cause analysis, trend analysis and audits as part of their daily workflow. They are also accountable for ensuring that Encompass is functioning consistently in accordance with applicable laws and regulations relating to mortgage lending and information security. Provides communication to end users for any outages or defects that would result in process and/or workflow changes.

Key Accountabilities

• Phone & Ticket Inquiries: Answering incoming calls and addressing tickets submitted through our self-service ticketing system.
• Act as a point of escalation to assist end users with their daily questions, concerns and proper usage of the above mentioned systems.
• Escalation path for Encompass software user setup, system access, security settings, configurations/change requests, input forms, document maintenance, pipeline views, loan reports and field data entry.
• User Acceptance Testing: This includes developing test scenarios/cases and executing these cases to confirm functionality of system enhancements or defect fixes. Communicate results back to our technology partners to either further develop or promote to Production environment.
• Special Projects: Assist with special projects as assigned. This often includes integration of new third party vendors and software into the Encompass LOS. Usually, contributing as a Subject Management Expert throughout the various phases of a project.
• Field Communications: Responsible for communicating known issues and applicable workarounds to end users to ensure continuation of business processes and productivity. This includes communication with our technology partners to maintain the proper escalation path.

• 3-5 years of mortgage Sales and/or Operations experience.
• 2-3 years of POS/LOS software experience - preferably Encompass.
• Proficient technical knowledge with the ability to communicate effectively to understand problems and explain solutions.
• Field Support hours are from 8:30 am CT until 7:00 pm CT. Candidate must be flexible enough to cover any 8 hour shift within these hours.

Founded in 1991 with the idea to be the alternative to the big banks, Wintrust has since grown into a financial services company with more than $45 billion in assets, headquartered in Rosemont, Illinois. Through our multiple companies and divisions, we provide traditional community banking and commercial banking services, wealth management solutions, commercial and life insurance premium financing, mortgage origination, and short-term accounts receivable financing and certain administrative services, such as data processing of payrolls, billing, and treasury management services. We provide community-oriented personal and business banking services to customers located in the greater Chicagoland area, northwest Indiana, and southern Wisconsin through more than 175 community bank locations.

We provide an engaging, dynamic work environment, an excellent compensation package including 401k, employee stock purchase plan, medical/dental, life insurance and more!

Wintrust Financial Corporation, including community banking and financial services subsidiaries, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, citizenship status, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, disability, or status as a covered veteran. We request applicants refrain from disclosing current or historical compensation information during the recruitment process; any disclosed detail will not be taken into account as applicants are considered for employment.