Analyzes business processes to identify and coordinate development of efficient technology solutions to meet business and operational requirements; works with members of the mortgage division, system administrators and vendors to research problems, gather requirements and assist with the planning of solutions; facilitates development of priorities with managers; coordinates and participates in application testing and problem resolution; provides a variety of user support; tests software updates; troubleshoots and resolves applications problems and performance issues; supports the development of training and implementation material.

Job Description

• Performs Encompass and mortgage system user support; researches, analyzes, troubleshoots, makes recommendations and/or resolves a wide variety of systems problems; instructs users on methods for resolving issues and problems; acts as liaison with software vendors and escalates problems when vendor support is required for resolution.
• Meets with users to determine and document needs and requirements; reviews user requests for new programs or modifications to mortgage related applications and programs; analyzes current Encompass and mortgage system functions, procedures and capabilities to determine if improved methods are feasible.
• Develops and presents proposals for new approaches and options to meet business needs; may create functional specifications and guidelines for application development and programming; ensures new functions do not alter or reduce system performance to unacceptable levels; confers with system administrators to clarify programs and requirements; meets with users following installation to verify that needs and requirements were met.
• Leads and participates in systems testing processes; develops test plans for new products and software releases; creates scenarios, test scripts and test cases; coordinates and/or participates in testing; analyzes the effectiveness and functionality of new programming to ensure all requirements are met; records test results; notifies Encompass administrators of testing problems and required fixes.
• Assists in developing and maintaining user and system documentation; distributes notification to users regarding system modifications and updates; assists in preparing training plans and outline as needed.
• Works closely with vendors and Encompass administrators to develop business rules, input forms and product development; stays abreast of new product features and changes; confers on implementation of updates including any customization required.
• Manage outstanding requests related to reports, processes, or supported platforms by working with users to gather information necessary to prioritize, classify, diagnose, resolve and close.
• Develops routine specifications as required to serve as guidelines for Encompass Administrators to follow for modifications and enhancements of limited complexity.
• Support the training team by training the trainer or technical support staff to use systems.
• Performs specialized data entry to prepare a variety of standard materials, documents and reports; updates computer records and databases; completes and processes standard forms related to areas of responsibility.

Company Wide Expectations

• Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.
• Delivers friendly, caring service to internal and external members.
• Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures.
• Follow all physical and online security procedures and maintain strict confidentiality of all member information.
• Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.
• Works scheduled hours and maintains punctuality.
• Performs other related duties as assigned or requested.

EDUCATION/EXPERIENCE

Minimum Qualifications

To perform this job satisfactorily, an employee must be able to carry out each essential duty competently. The requirements listed below are representative of the education, experience, skills and abilities required. An equivalent combination of education and experience may be considered.

Education Requirements

High School or GED - Required

4 Year / Bachelors Degree - Business Administration, Computer Science, Finance, Information Systems or closely related field - Preferred

Experience Requirement

2 Years - Mortgage industry experience - Required

1 Year - Responsible experience performing user support and testing for business applications - Required

• Read, interpret and apply technical information on business processes, software and hardware to technical and non-technical users.
• Knowledge of standard methodology for developing program and user documentation.
• Perform basic business process analyses and apply critical thinking skills to reach sound, logical conclusions regarding user needs and business requirements.
• Handles simultaneous tasks and projects in a fast-paced environment and meet deadlines while working under pressure.
• Effectively apply internal and external customer service practices and processes to meet quality service standards and achieve member satisfaction.
• Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions.
• Problem solving ability to analyze and challenge conventional thought processes and use experience and/or intuition to create pragmatic solution.
• Communicate in a professional manner and deliver information clearly and effectively. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations.
• Use correct English including spelling, grammar and punctuation.
• Understand and follow written and oral instructions.
• Set priorities and manage one’s own time effectively.

Redstone Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or status as an individual with disability. All qualified applicants will not be discriminated against on the basis of disability.

We are proud to be a Drug-Free and Tobacco Free Workplace.