Lubbock, TX Job Details Full-time 1 day ago Qualifications AI models Application Integration Systems integration System administration Defect resolution root cause analysis Requirements design Automation Procedural guides Process optimization Triage Defect analysis Vendor coordination Configuration management Mid-level Incident Escalation User training (technical support) Technology security practices Mortgage industry Prompt engineering SQL Bachelor's degree Change management for system development Internal employee customer service Release management Bank experience Task prioritization System validation Data Security (Data management) Requirements analysis Customer support ticket management Full Job Description Position Summary The Mortgage Systems & AI Analyst supports the administration, maintenance, and optimization of mortgage technology platforms, including Encompass, nCino, Optimal Blue, and related systems. This position serves as the primary point of contact for day-to-day mortgage systems support and is responsible for troubleshooting, system configuration, testing, documentation, training, and approved AI workflow development. The position works with internal stakeholders, third-party vendors, and the Mortgage Systems Manager to maintain reliable systems, support operational needs, and improve mortgage processes. Duties & Responsibilities Serve Texas Tech CU members and employees pleasantly and professionally in accordance with Texas Tech CU core values of Trust, Respect, Excellence, Kindness, and Stewardship. Triage, troubleshoot, and resolve mortgage systems requests from loan officers, processors, underwriters, closers, and secondary market employees. Build and maintain Encompass business rules, personas, user access, input forms, custom fields, and data-driven field mappings. Test system changes with business users and move approved changes through the established change management process. Provide system support and configuration assistance for Encompass, nCino Mortgage, nCino Incentive Compensation, Optimal Blue, and related mortgage technology platforms. Identify and troubleshoot data, configuration, workflow, and integration issues between mortgage systems. Coordinate with the Encompass development partner and other technology vendors by defining requirements, documenting specifications, testing changes, and managing support cases. Review vendor release information, test applicable changes, and communicate impacts to mortgage operations, secondary market, compliance, and other affected stakeholders. Develop approved AI prompts, workflows, skills, and automations that support mortgage operations, with appropriate testing, documentation, human review, and required IT security and cost review before implementation. Maintain system documentation, runbooks, job aids, configuration records, and change notes, and train users on system updates and processes. Serve as backup to the Mortgage Systems Manager for routine support, production changes, and daily prioritization, escalating matters outside established authority. Protect member and organizational information by using approved systems and following applicable security, access, data handling, and compliance requirements. Perform other duties as assigned to support mortgage operations and Texas Tech Credit Union business needs. Skills & Qualifications Bachelor's degree in a related field or equivalent relevant experience preferred. Credit union or community bank experience preferred. Two or more years of hands-on Encompass administration experience preferred, including business rules, personas, input forms, or custom fields. Experience with nCino Mortgage, Optimal Blue, Encompass Developer Connect, SQL, scripting, or comparable mortgage technology preferred. Working knowledge of the residential mortgage loan process from application through closing, gained through lending, operations, or systems experience. Experience supporting a business application through a ticket queue, help desk, or similar support process. Experience testing system changes before release, including test scripts, user acceptance testing, or comparable validation methods. Experience creating and maintaining process, system, or configuration documentation, including runbooks, job aids, or change notes. Ability to analyze issues, identify root causes, document findings, and communicate solutions clearly to technical and nontechnical users. Ability to manage multiple priorities, exercise sound judgment within established authority, and escalate issues appropriately. Experience using generative AI tools for business purposes, including documentation, testing, workflow development, or data analysis. This job description is intended to provide a high-level of general requirements for this position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure proper operations .
