As many mortgage firms are scaling back on staffing, Ellie Mae is expanding its technical support and adding employees.
The Pleasanton, Calif.-based firm announced Tuesday that it has created a tiered support organization of highly-specialized technical resources to better handle incoming calls.
In line with the move, a new product support center has been opened in Omaha, Neb., the statement from the Mortgage Daily advertiser said.
“Over the past year, the number of Encompass360 users has increased to more than 88,000, with 60 percent taking advantage of our SaaS version,” Ellie Mae President and Chief Operating Officer Jonathan Corr said in the statement. “We believe that continued investment in tech support, along with infrastructure improvements and additional talent, will enable us to provide all clients with faster, more specialized support.”
The technology team — which consists of experts that focus on installation, database, networking, code-level engineering and solution architecture — was increased by 39 tech support employees, a spokeswoman explained in a separate statement.
That brings the total to 77 employees as of Sept. 16.
“The industry team consists of mortgage banking specialists that focus on the accuracy of disclosure and closing document output, third-party origination, loan quality, compliance, product and pricing, secondary marketing and trades,” the news release said. “By increasing capacity and routing calls to technical support staff with the appropriate expertise, Ellie Mae can provide customers with shorter wait times, more rapid problem resolution and a better overall support experience.”
The staff expansion comes at a time when companies like Bank of America Corp., JPMorgan Chase & Co. and Wells Fargo & Co. are laying off thousands of employees in the face of declining refinance originations and improving delinquency rates.
