Job Purpose

The Senior Implementation Technical Consultant manages the end-to-end implementation of the Encompass Docs Solution (EDS) for mortgage lending customers, working directly with clients to provide guidance and best practices around document configuration, testing, and deployment. They deliver resolutions in a timely and consistent process, addressing document requirements and concerns that are unique to each client’s lending environment.

Responsibilities

• Leverage mortgage industry and Encompass Docs Solution (EDS) expertise to assist clients in the configuration and use of ICE Mortgage Technology software solutions
• Oversee, coordinate and manage all aspects of the implementation process for new and existing clients
• Collaborate with clients to resolve complex problems in a timely manner and assist to ensure business requirements are validated and escalated as required
• Work with internal teams to communicate and document project requirements and expectations effectively
• Guide clients through EDS document testing, including loan setup, package generation, and output review to identify and address needed updates
• Conduct client discovery to identify document requirements, assess product fit, and identify gaps requiring escalation, custom development, or alternative solutions
• Partner with PSO consultants implementing other ICE Mortgage Technology products to ensure coordinated, cross-functional delivery for shared clients
• May supervise day to day work of junior level employees without formal management role.
• Participate in cross-functional meetings as an analytical or procedural expert representing their team.
• Manage projects in accordance with implementation workflow
  • Ensure project milestones are completed to achieve deliverables
  • Documented all aspects of the project accurately and completely in CRM system
  • Record and maintain accurate timecard records
  • Manage handoff to Technical Support after successful deployment
• Maintain Departmental Standards
  • Drive service level attainment
  • Maintain and promote consistent and professional behavior in all written and oral communications
  • Continual achievement of quality client satisfaction standards
  • Understand and follow company and department policies and guidelines

Knowledge and Experience

• 5+ years mortgage industry experience and a bachelors degree or equivalent
• Project management experience with the ability to prioritize and manage shifting demands across multiple clients
• Experience using ICE Mortgage Technology's Encompass or comparable loan origination system (LOS); EDS or document solution experience preferred
• Knowledge of mortgage closing documents, including Closing Disclosures, HELOC documents, and eClose workflows
• Comfort working within software configuration tools and rule management systems; technical aptitude to learn and navigate new platforms
• Strong written, verbal, and presentation skills with the ability to adapt communication to varied audiences
• Microsoft Office proficiency (Word, Excel, PowerPoint)

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