Flat Branch Home Loans

Administration

• Administer, configure, and maintain the Encompass loan origination system
• Build and implement new loan programs, product profiles, and pricing configurations
• Develop and maintain workflow rules, milestone configurations, and document management settings
• Support third-party integrations, including POS, CRM, credit, AUS, and compliance tools
• Partner with Operations, Sales, and Admin teams to translate business requirements into system configurations
• Troubleshoot system issues, configuration errors, and integration failures
• Support Encompass Web administration and user interface configuration
• Manage user access, roles, and permissions
• Participate in system testing and validation for configurations, upgrades, and patches
• Maintain system configuration documentation, change logs, and administrative procedures
• Assist with new-user onboarding by configuring access and providing basic system orientation
• Monitor ICE Mortgage Technology platform updates, features, and industry best practices

Encompass Administrator

Customer Support

• Provide excellent customer service to internal and external customers
• Handle inbound and outbound calls and customer contact within the Servicing Department
• Research customer inquiries and collect payments for mortgage accounts
• Coordinate with other departments to resolve inquiries
• Build and maintain business relationships with mortgage customers
• Answer and resolve inbound calls from mortgage customers, loan officers, and other departments
• Perform outbound collection calls and create correspondence regarding FNMA, FHLMC, FHA, VA, and USDA loans
• Research and resolve routine to moderately complex problems and inquiries
• Generate reports and perform complex project work as needed
• Process routine to complex customer transactions and account maintenance
• Respond to customer correspondence, type letters, and prepare forms and other documents
• Assist with annual escrow analysis and year-end statements
• Coordinate and process payoff requests for title companies or customers
• Perform other duties as assigned

Customer Service Specialist

Security Engineer

• Monitor security systems and analyze security logs to identify potential security incidents or anomalies
• Assist in incident response activities, including containment, analysis, and recovery
• Review vulnerability assessments and scans of systems, networks, and applications
• Assist in identifying and prioritizing vulnerabilities and coordinate with IT teams for remediation
• Assist in implementing and maintaining firewalls, intrusion detection/prevention systems, antivirus solutions, and access controls
• Monitor and configure security systems for optimal performance and adherence to industry best practices
• Assist in developing and enforcing cyber security policies, standards, and guidelines
• Contribute to compliance efforts with relevant regulations and industry frameworks
• Collaborate with multiple departments to maintain and deliver cyber security awareness programs
• Provide guidance and support to employees on information security best practices
• Document security incidents, including impact, response actions, and lessons learned
• Prepare reports and metrics on cyber security incidents, vulnerabilities, and trends
• Stay current with cyber security threats, vulnerabilities, and industry trends
• Research emerging cyber security technologies, tools, and techniques
• Investigate and recommend products, tools, and techniques to improve enterprise security
• Create and review system diagrams to make recommendations or assess security risk

Encompass Administrator

Customer Service Specialist

Cyber Security Engineer