Servicing Technology Specialist II Position Available In Marion, Florida

Servicing Technology Specialist

II 3.5 3.5

out of 5 stars 1417 North Magnolia Avenue, Ocala, FL 34470 This position is fully onsite at our Ocala, FL office location. Job Summary The Servicing Technology Specialist II is a hands-on technical role that supports the full range of servicing systems, automation tools, and user hardware within Essex Mortgage’s mortgage servicing operations. This position is responsible for servicing platform support (including FICS’ Mortgage Servicer), administration of AI-driven and RPA-enhanced processes, and deployment and maintenance of user workstations and equipment. The role supports both back-end systems and front-line technology, ensuring seamless performance, data integrity, and secure access across all servicing-related environments. This position plays a vital role in coordinating equipment setup for new hires, overseeing device inventory and lifecycle, supporting server monitoring and patching, and assisting with projects related to system enhancements, vendor integrations, and servicing automation. The Specialist works across departments to ensure timely issue resolution, system continuity, and operational readiness.

Core Competencies:

Technical Proficiency in

Servicing Platforms:

Demonstrates strong working knowledge of systems such as FICS’ Mortgage Servicer, automation tools, and end-user technologies used within mortgage servicing.

Problem Solving & Root Cause Analysis:

Identifies, diagnoses, and resolves system or hardware issues quickly and accurately, minimizing disruption to servicing operations.

Process Automation & Innovation:

Understands and supports AI and RPA technologies used to streamline servicing workflows; contributes to continuous improvement by identifying automation opportunities.

Prioritization & Responsiveness:

Maintains a high level of responsiveness and can triage and address support requests or technical tasks under tight deadlines.

System Security & Compliance Awareness:

Applies best practices in system access, user provisioning, endpoint protection, and secure handling of borrower and company data.

Collaboration & Communication:

Works effectively with operational leaders, technical teams, and vendors; communicates clearly with both technical and non-technical stakeholders.

Hands-On Hardware Support:

Capable of deploying, configuring, and troubleshooting desktops, laptops, peripherals, and servicing-related devices across both onsite and remote users.

Ownership & Accountability:

Takes full responsibility for assigned systems, projects, or support tickets, ensuring thorough documentation, follow-through, and user satisfaction.

Duties/Responsibilities:

System Support & Maintenance Support and maintain the FICS Mortgage Servicer platform, including user access, configuration, and system stability as assigned. Assist with monitoring, patching, and maintaining servicing servers, ensuring optimal performance and uptime. Support the implementation and maintenance of AI models and RPA scripts that automate servicing workflows and improve operational efficiency. Coordinate and participate in system upgrades, servicing enhancements, and platform testing as assigned. Hardware & User Support Deploy and configure desktops, laptops, monitors, and peripherals for new and existing team members across servicing departments. Maintain and track hardware inventory, device assignments, and returns. Troubleshoot hardware and workstation issues, working to quickly restore functionality and minimize disruption. Perform preventative maintenance on servicing hardware and workstations, identifying issues before they impact operations. New Hire Setup & Technical Onboarding Prepare and provision equipment for new employees, including account setup, servicing software installation, and workspace readiness. Ensure all access is compliant with security standards and aligned with servicing role permissions. Coordinate with other departments to ensure timely and accurate onboarding from a systems and hardware perspective. Automation, Projects & Vendor Coordination Support the execution of servicing system automation projects, including AI-based verbal & task routing, RPA deployment, and correspondence triggers. Collaborate with internal stakeholders and external vendors during servicing-related system enhancements or rollouts. Assist in testing and documenting new features, releases, and process improvements related to servicing technologies. Compliance, Documentation & Security Ensure adherence to servicing compliance requirements, security protocols, and company standards when managing systems and equipment. Document procedures, system changes, hardware assignments, and support cases in accordance with company policies. Support data backup, endpoint protection, and user access protocols to reduce risk and maintain operational integrity. Education, Experience and/or

Skills:

Bachelor’s degree in Computer Science, Information Systems, or a related technical field preferred; equivalent experience in servicing systems support may be considered. 3+ years of experience in a technical support, systems administration, or platform operations role, ideally within mortgage servicing or financial services. Proven hands-on experience with servicing platforms such as FICS’ Mortgage Servicer and familiarity with mortgage lifecycle operations. Experience with hardware deployment, workstation setup, and troubleshooting in both in-office and remote user environments. Practical knowledge of AI tools, RPA platforms, and automation scripting in an operational setting is preferred. Familiarity with user provisioning, endpoint protection standards, basic server maintenance, and data security best practices. Strong technical troubleshooting skills with the ability to diagnose system, hardware, or process issues and implement solutions independently. Comfortable supporting both technical projects and daily operational needs, with a strong commitment to service, uptime, and system efficiency.

Computer & Equipment Skills:

Intermediate in Microsoft Office programs (Word, Excel, PowerPoint) Word processing (speed and accuracy) MSP or FICS’ Mortgage Servicer a plus Email Internet software Use typical office equipment (computers, fax, phones, copiers, scanners, etc.)

Physical Requirement:

Vision (with or without correction) sufficient to read a computer screen and to operate office equipment. Clear speaking voice on the telephone, in person, and recorded. Hearing within normal ranges in noise environments typical of office. Able to sit for long periods of time at computer or other work-station and in meetings. Able to use computers and operate equipment. Able to lift 10 pounds occasionally unassisted.

EEO Statement:

As part of our dedication to the diversity of our workforce, Essex Mortgage is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.