System Support I

Company Name:
Waterstone Mortgage Company

The Systems Support I assists in the management of WMC systems and is responsible for managing accurate data entry and maintenance to a number of Waterstone Mortgage systems.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Assists in management of Encompass LOS system which includes but is not limited to:
Create and/or update custom print forms as necessary.
Maintain persona and group access, etc.
Maintain Investor information.
Maintain log of all permissions.
Create and maintain branch templates while working with Compliance.
Provide access of department Encompass permissions to Department Managers on a quarterly basis to ensure permissions are up-to-date.
Document all Encompass changes in "Change Log" for Encompass.
Communicate all changes, enhancements, or downtime in a timely and professional manner to all users.

Set up e-mail signatures for all new Corporate hires.

Maintain users within SmartLock Pro software for the Corporate office while maintaining their security levels and acting as the first line of support when troubleshooting user problems. Perform a quarterly audit to ensure security levels are accurate.

Maintain efax system, including but not limited to assigning numbers within the phone system to fax numbers, maintaining list of numbers assigned to users with open lines, and acting as first line of support for fax problems.

Maintain phone setups, voice mail setups, and hunt-group maintenance. Act as first level of support for phone problems.

Maintain and setup Parature for Corporate department needs.

Maintain knowledgebase for Systems Department within the Parature system.

Manage new branch onboarding setups within all systems.

Assist Systems Support Associate in making Intranet revisions.

Act as IT primary contact with WMC Investors.

Researches new investor IS needs to determine what level of permission can be granted to staff.

Researches new branch vendors to determine what level of permission can be granted to staff.

Review DU and LP billing for accuracy and forward to branch managers and accounting when complete.

Maintain department manuals for systems including but not limited to:
Investor Sites
Kroll Factual Data
All AU Systems

Maintains how-to guides for systems including but not limited to:

Act as first level technical support for the following, but is not limited to:
SmartLock Pro

Acts as back up to Systems Manager in their absence.

Acts as back up to Systems Support Associate in their absence.


Completes any additional duties assigned by manager, supervisor or lead.
Maintains a focus on enhancing customer service skills and knowledge.
Complete IT Training, as required.
Assists WMC employees and departments as needed.

Individuals in this position shall not engage in loan origination during the course of his/her employment with WMC. Loan origination is defined as (1) taking a residential mortgage loan application; or (2) offering or negotiating terms of a residential mortgage loan for compensation or gain.

SUPERVISORY RESPONSIBILITIES: Acts of first line of support for Systems Support Associate.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Additional qualifications: Must be able to travel as necessary for educational purposes and business necessity. A driver's license is required. Driving record must be in accordance with WMC Vehicle Safety Policy.

EDUCATION and/or EXPERIENCE: Bachelor's degree in business or similar field and/or equivalent experience. Additional education and/or experience: 1-2 years experience in various mortgage lending positions. Experience working with Encompass 360 in an administrator capacity is preferred.

COMPUTER SKILLS: Intermediate knowledge of Microsoft Word and Microsoft Excel. General knowledge of other Microsoft Office programs, Windows XP, Windows 7, general hardware and software.

LANGUAGE SKILLS: Good grammar and diction. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

CUSTOMER SERVICE SKILLS: Using excellent customer service skills which includes maintaining a good attitude, taking ownership of meeting customer needs, going the "extra mile" for customers, demonstrating a commitment to sharpening skills through education and training, using positive communication, and looking for opportunities to respect customers' time and schedules.

REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.


PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to walk; stand; and stoop, kneel or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment is a professional office environment where a business casual dress code is in effect. The noise level in the work environment is usually moderate.

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