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JOB DESCRIPTION
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Job Title:Â Application Support AnalystÂ
Department:Â Information Services
Reports to:Â Application Support Supervisor
FLSA Status:Â Non-Exempt
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Essential Duties and Responsibilities:
The Application Support Analyst is responsible for coordinating, resolving, and tracking end-user issues related to the software applications utilized at American Pacific Mortgage. This role provides day-to-day application support to branch Originators, Processors, and Banking Operations teams to ensure minimal disruption to production and operational workflows. The position also manages user account creation, maintenance, and permission administration within APM’s Loan Origination System (Encompass) as well as across the company’s suite of third-party applications. Additionally, this role requires thorough, accurate documentation of all support issues, resolutions, and system changes.
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 The ideal candidate is service-oriented, empathetic and self-motivated with a genuine desire to support others. This individual must be able to quickly assess and prioritize issues, identify effective solutions, and follow through to resolution. The role requires strong self-discipline, attention to detail, and exceptional verbal and written communication skills. Prior experience with Encompass is preferred, along with a solid understanding of mortgage processing, loan origination workflows, and compliance requirements.
 Responsibilities
- Answer inbound calls via the Application Support Hotline in the order received, providing professional and solutions-focused support.
- Respond to internal support tickets through the company’s ticketing system within established Service Level Agreements (SLAs).
- Troubleshoot and resolve issues related to business applications, including but not limited to Encompass, nCino, Total Expert CRM, and third-party integrations, ensuring minimal operational disruption.
- Serve as the primary liaison between American Pacific Mortgage and vendor support teams to escalate, coordinate, and drive timely issue resolution.
- Track, analyze, and document support issues and resolutions to identify trends, recurring problems, and opportunities for training or system enhancements.
- Partner with the Applications Manager to identify and implement configuration improvements that enhance workflow efficiency and operational productivity.
- Administer user account setup, maintenance, and deactivation across supported platforms, including Encompass, AccountChek, and DataVerify.
- Manage and execute user permission changes within the Loan Origination System (LOS), CRM platforms, and related systems in alignment with company security policies and regulatory requirements.
- Maintain thorough and accurate documentation of all support activities, system changes, and user access updates.
- Perform other duties as assigned.
Qualifications/Requirements
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• Minimum of 2 years of experience in the residential mortgage lending industry, with a solid understanding of loan origination and processing workflows.
- Minimum of 2 years of experience in the residential mortgage lending industry, with a solid understanding of loan origination and processing workflows.
- Demonstrated ability to troubleshoot, diagnose, and resolve functional issues across mortgage systems, including Encompass, DataVerify, nCino, Total Expert, and Fannie Mae and Freddie Mac platforms.
- Strong customer service orientation with clear, professional, and confident verbal and written communication skills.
- Excellent organizational, coordination, and time management skills with the ability to manage competing priorities in a fast-paced environment.
- Ability to work independently with minimal supervision while collaborating effectively within a team environment.
- Sound judgment in prioritizing issues and appropriately escalating complex or time-sensitive matters.
- Proven adaptability and ability to quickly learn new systems, technologies, and business processes.
- Strong analytical and critical thinking skills with the ability to identify root causes and implement effective solutions.
- Proficiency in documenting support interactions, system changes, and resolutions in a thorough and accurate manner.
- Commitment to upholding the company’s core values: Respect, Transparency, and Scrappiness.
Embrace APMC Culture:
- APMCares – Our Charitable Entity
- As we continue to grow and expand our footprint, we are committed to making meaningful contributions to the communities we serve.
- APMCares was established to support APM families in need and champion the causes that matter most to our organization.
- Office of Diversity
- Strengthen and expand APM’s workforce diversity.
- Increase the diversity of the communities we serve and support inclusive growth across our organization.
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