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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Mortgage Software Support Specialist - **Company:** TOWNEBANK MORTGAGE - **Location:** Norfolk, VA, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Software Applications, Encompass, Issue Tracking Systems, Productivity Software, Sharepoint Document Library, Software Systems, User Environment Management, Office365 - **Published:** June 11, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=4a46546c5aa5f515 ## About the Role Do you have experience in Productivity software?, * At least 2 years of recent experience using Encompass Banker Edition in a large-user environment * A strong mortgage lending background, such as experience as an originator, closer, underwriter, processor, or LOS analyst/administrator * Experience supporting end users and sharing knowledge across mortgage software products and services * The ability to work independently, analyze information, and take or recommend appropriate action with minimal supervision * Strong analytical, organizational, and problem-solving skills * Dependability, self-motivation, and a positive attitude * A high level of proficiency with Microsoft Office 365 applications * Excellent written, verbal, and interpersonal communication skills * The ability to think creatively, take initiative, and ask thoughtful questions * An interest in detailed research and documentation * The ability to manage priorities effectively and perform well in a fast-paced environment * Strong deductive reasoning skills to analyze issues and respond quickly in a demanding environment * The ability to collaborate effectively with both small and large groups What will help you stand out: * Knowledge of mortgage regulations, including TRID and RESPA * Experience as an Encompass or other LOS power user or administrator #mortgage ## Description The Mortgage Software Support Specialist provides end-user support for the nCino Mortgage application, ICE Encompass® Banker Edition, and related integrated services across the enterprise, from origination through servicing. In this role, you will help advance company goals through systems administration, Level 1 Encompass help desk support, collaboration, and adaptability in a fast-paced mortgage lending environment. In this role, you will: * Manage internal help desk requests, troubleshoot issues, and escalate moderately complex or advanced items to nCino Mortgage, ICE Mortgage Technologies, or third-party support teams as needed. * Investigate and resolve application issues while supporting Encompass LOS and other mortgage software solutions. * Use diagnostic methods to identify issues, determine root causes, recommend solutions, and escalate and track complex problems when appropriate. * Identify recurring issues and recommend process improvements that enhance the user experience. * Document each support incident clearly in the ticketing system and provide timely updates on open issues. * Use the document library and help desk knowledge base to support mortgage software applications efficiently. * Train and support users on mortgage software and related technology to help reduce repeat requests. * Identify opportunities to improve help desk workflows, system functionality, and business processes. * Provide professional, courteous service when partnering with employees at all levels of the organization. * Perform other duties as assigned. * Comply with all applicable federal laws, rules, and regulations related to Anti-Money Laundering (AML), including the Bank Secrecy Act (BSA). ## Related Videos - [Let’s Talk Quality!](https://www.wearedevelopers.com/videos/100012-let-s-talk-quality) - [Grappling With Clunky Old Software? Start by Understanding What’s Inside!](https://www.wearedevelopers.com/videos/1189-grappling-with-clunky-old-software-start-by-understanding-what-s-inside) - [Rethinking Intelligence: AI, Accessibility, and the Future of Inclusive Work - Artur Ortega](https://www.wearedevelopers.com/videos/1377-rethinking-intelligence-ai-accessibility-and-the-future-of-inclusive-work-artur-ortega) - [Building Systems that Last](https://www.wearedevelopers.com/videos/1389-building-systems-that-last) - [Stop Guessing, Start Measuring: Evaluating RAG Systems with Synthetic Test Data](https://www.wearedevelopers.com/videos/1982-stop-guessing-start-measuring-evaluating-rag-systems-with-synthetic-test-data) - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) ## Related Articles - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [How to Answer the “Why Should We Hire You” Interview Question](https://www.wearedevelopers.com/magazine/321-how-to-answer-the-why-should-we-hire-you-interview-question) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [How to Answer the Interview Question: “Why Do You Want to Be a Software Engineer?”](https://www.wearedevelopers.com/magazine/392-how-to-answer-the-interview-question-why-do-you-want-to-be-a-software-engineer) - [Quick guide: How to write a Software Developer CV](https://www.wearedevelopers.com/magazine/37-quick-guide-how-to-write-a-software-developer-cv) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs)