Encompass® Help Desk Specialist Processing & Underwriting Support Position Available In Burlington, New Jersey

Encompass® Help Desk Specialist – Processing & Underwriting Support Mortgage Workflows Partners Hainesport, NJ Job Details Full-time From $60,000 a year 15 hours ago Benefits Health insurance 401(k) Vision insurance Qualifications Underwriting Software troubleshooting Customer service Writing skills Mid-level Technical support 3 years Continuous improvement Communication skills Time management Help desk

Full Job Description Location:

Remote (U.S.-based)

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Full-Time Reports To:

Client Success Manager About the Role We’re seeking a dedicated Encompass® Help Desk Specialist to support loan processors, underwriters, and mortgage professionals in using Encompass by ICE Mortgage Technology more effectively. This is not just an IT support role — it’s a functional workflow support position designed for someone who understands how loans are truly processed and underwritten inside Encompass. You’ll be the go-to expert for “how to do it in Encompass,” guiding users through loan-level questions, workflow optimizations, field-level logic, and step-by-step system navigation. You will serve clients and premium members of MasteringEncompass.com , our industry-leading learning platform for Encompass users. This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any 50 United States, with limited exceptions. In addition to a competitive base salary, this position is eligible for 100% health and vision coverage for you through Blue Cross/Blue Shield of New Jersey after 60 days of employment. This position is also eligible for participation in a 401(k) plan after 90 days of employment. Contact us for details as needed before applying. Responsibilities Respond to user tickets and live support requests related to Encompass processing and underwriting workflows Guide users on Encompass functionality including loan setup, documentation, conditions, and milestone management Assist with “how-to” questions from processors and underwriters: field-level behavior, form navigation, condition workflows, underwriting inputs, and more Troubleshoot user errors and clarify best practices for loan-level tasks Escalate true technical issues to developers or platform administrators when necessary Maintain up-to-date knowledge base articles and quick guides Collaborate with training and certification teams to identify common user challenges and improve onboarding content Track client satisfaction and contribute to continuous improvement of the Help Desk experience Requirements 3+ years of mortgage processing or underwriting experience using Encompass® Deep knowledge of Encompass workflows, custom forms, fields, and task-based automation Ability to clearly communicate instructions to users of varying skill levels Strong problem-solving and troubleshooting skills Comfort working with a support ticketing system (Zendesk, HubSpot, etc.) Detail-oriented, organized, and customer-focused Experience working in a remote environment with internal teams and external clients Relentless desire to help Comfortable appearing on video for all Client meetings and Support sessions Effective in goal-setting Effective time management Clear communications skills Comfortable communicating through writing and documentation of all solutions created and implemented Ability to comfortably and effectively complete work asynchronously Strong listening skills Strong desire to keep learning Preferred Qualifications Encompass Admin experience or certification Prior experience in mortgage tech support, training, or client success Familiarity with loan program guidelines and compliance workflows Strong written and verbal communication skills Get to know us: Mortgage Workflow Partners is an equal-opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please get in touch with us directly. Applicants who receive job offers from Mortgage Workflow Partners will be asked to sign a Proprietary Rights Agreement, which includes confidentiality, intellectual property assignment, and non-solicitation of customers and employees. If you are contacted for a role at Mortgage Workflow Partners and wish to review a copy of the Proprietary Rights Agreement before receiving an offer, you may request a copy from us.