Job Purpose
The Consultant, PSO (MERSeRegistry, eNote/eVault) serves as the leader for MERS
Responsibilities
- Gather requirements and configure MERS®eRegistry, Encompass eClose, eNote/eVault for Lender customers.
- Facilitate product demos, conduct kick-off calls with large groups, track project tasks, hold recurring calls, and post-production go-live client management
- Provide creative solutions for customers with new or complex use case models
- Document customer requests and work closely with product team for tracking and setting customer expectations.
- Work to establish themselves as MERS eRegistry and Encompass eNote/eVault subject matter expert that can demo/train on the product and understand collaboration for all users
- Manage lender relationships post-production including changes, testing, production transactions and other requests, as needed
- Follow project playbooks and communication scripts to ensure you are delivering materials consistent with the most up-to-date guidelines in place
- Manage project timelines in Salesforce and maintain up-to-date project notes and trackers
- Solve client escalations routed via company email distribution lists for specific products
- Work closely with our customers, peers, managers, product, and sales team to drive adoption of MERS® eRegistry and Encompass eNote/eVault products
- Read release notes, test new features, and stay informed on best practices for using the products we support
- Support the department in development of process improvements, system enhancements, and procedural updates.
- Modify implementation tools in conjunction with System releases, policy, and procedure updates
- Provide second level support for MERS® eRegistry and Encompass eNote/eVault items
- Develop and deliver presentations related to MERS® eRegistry and Encompass eNote/eVault at Industry Events
- Performs other duties or projects as assigned
Knowledge and Experience
- 5+ years' experience in mortgage industry preferred or equivalent work experience with MERS.
- 3+ years’ experience project management experience or experience leading presentations for products focused on the mortgage industry
- Knowledge and understanding of the residential mortgage process
- Experience using Encompass preferred
- Strong understanding of mortgage eClosings, eVaults, eNote processes and MERS® eRegistry
- Ability to lead multiple projects simultaneously across multi-functional teams.
- Strong organizational and time management skills. Capable of prioritizing multiple tasks, working effectively with little or no direction
- Ability to work in a fast-paced environment and meet daily deadlines
- Client service excellence, with a focus on being helpful, reliable, responsive, proactive, friend y, and professional Ability to methodically breakdown a process or issue by asking critical, thoughtful questions to identify the best solution
- Strong analytical and problem-solving skills with attention to detail and follow-up with advanced analytical skills.
- History of collaborating effectively with remote teams
- Ability to effectively communicate, collaborate and build relationships with diverse groups
- Strong Microsoft Office skills (especially Excel and Word), Sales Force and Jira
