• Job Description

  Req#: CRMSA002991
  We're searching for some really great people who enjoy customers as much as we do.
  
  Named as one of Puget Sound Business Journal's Best Places to Work three years running, 2021, 2022 and 2023. We are a certified Great Place to Work™ and were named a Best Workplace eight times, most recently in 2024 in the Financial Services and Insurance category.
  
  Check out our rating at: Working at Evergreen Home Loans | Great Place To Work®
  
  Wow happens every day at Evergreen. Our vision is centered on changing the world one relationship at a time.
  
  Learn more about us on our website here.
  
  Discover what's possible with Evergreen.
  
  We're looking to add people who feel the same way we do about our customers, our associates, and the work we do. In return, you'll be part of a growing, contemporary company that rewards creative thinking and believes in helping you get to where you want to be. You'll also enjoy a comprehensive benefits package and an attractive 401K plan to help you grow along with us!
  
  This role serves as the primary operational lead for Evergreen Home Loans' core production and sales technology platforms, including Total Expert (CRM), nCino (POS), Mortgage Coach, and future sales enablement tools. The position ensures systems are properly configured, governed, and adopted to support production workflows, regulatory compliance, and field execution.
  
  This role partners closely with Sales, Production Operations, Marketing, Training, IT, Compliance, and vendor partners to optimize performance, reduce friction, and maximize platform value.
  
  Essential Duties and Responsibilities
  
  Top 15 Core Responsibilities
  
  1. Serve as system owner and primary administrator for Total Expert and nCino, with oversight of Mortgage Coach and related sales technology tools.
  2. Configure and manage workflows, templates, permissions, licensing, and access at company, regional, branch, and user levels.
  3. Own user onboarding, offboarding, role changes, separations, and ongoing system hygiene.
  4. Maintain mortgage product, fee, messaging, and communication templates aligned with Evergreen standards and policies.
  5. Monitor vendor releases and enhancements; coordinate testing, approvals, communication, and rollout.
  6. Apply disciplined change management practices, including documentation, governance, and implementation tracking.
  7. Identify and implement workflow improvements that reduce duplication, improve efficiency, and enhance user experience.
  8. Serve as escalation resource and subject matter expert for Loan Officers, LOAs, and production staff.
  9. Deliver 1:1 and group training on CRM, POS, and sales enablement tools as needed.
  10. Partner with Training to develop and maintain documentation, best practices, and enablement resources.
  11. Drive system adoption through coaching, usage standards, and consistent best practices.
  12. Produce and review system usage and performance reporting, including Mortgage Coach and CRM metrics.
  13. Prepare and distribute system communications such as updates, outages, and production support notices.
  14. Act as primary liaison with vendors, managing support cases, escalations, and enhancements.
  15. Collaborate cross-functionally to ensure system integrations, workflows, and policies remain aligned and compliant.
  
  Performance Expectations
  
  • Operate in alignment with Evergreen's Mission, Vision, and Convictions.
  • Deliver responsive, solution-oriented support that creates a WOW associate experience.
  • Communicate proactively with leadership regarding system performance, risks, and opportunities.
  • Demonstrate ownership, accountability, and follow-through.
  • Adapt as responsibilities evolve and assume additional projects as needed.
  • Collaborate effectively across Sales, Marketing, Operations, IT, and Compliance.
  
  Quality & Accountability Standards
  
  • Take full accountability for assigned work and outcomes.
  • Communicate risks, issues, or exceptions promptly.
  • Participate in regular check-ins to review priorities and progress.
  • Silence or failure to communicate challenges is not acceptable.
  • Build trust through consistency, transparency, and delivery.
  
  Required Skills and Qualifications
  
  • Experience administering CRM platforms; Total Expert strongly preferred.
  • Exposure to mortgage sales systems such as nCino, Mortgage Coach, or LOS platforms.
  • Strong understanding of mortgage sales workflows and producer needs.
  • Highly organized with strong attention to detail and follow-through.
  • Effective communicator with ability to work cross-functionally.
  • Proficient in Microsoft Office Suite.
  • Ability to learn new systems and adapt to change.
  • Demonstrates sound judgment, professionalism, and discretion.
  
  Physical Requirements:
  
  • Requires all forms of dexterity and mobility throughout the shift, which may include extended periods of sitting and/or standing. Occasionally required to reach with hands and arms, twist, climb or balance, stoop, kneel crouch or crawl.
  • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral, depth perception and the ability to adjust focus.
  • Must be able to speak and hear, lift and carry up to twenty-five pounds (25 lbs.) or occasionally more.
  • Ability to work in a fast-paced, occasionally noisy environment.
  • May be required to drive for business purposes and if so, must hold a driver's license in good standing and maintain personal auto insurance in compliance with EHL's Auto Insurance policy.
  
  Compensation:
  
  The base annual range for this position is $51,700 - $100,300 per year depending on a number of factors including location and experience.
  
  Benefits and Perks:
  
  Eligible associates (and their families) have the option to enroll in medical, dental, and/or vision coverage of which both the associate and the company contribute towards expenses. Basic Life/AD&D insurance for eligible associates as well as a Short-term Disability benefit are provided by Evergreen. Additional Voluntary Life/AD&D, Long-term Disability benefits and Legal/ID protection plans paid for by the associate are also available. Associates are automatically enrolled in Evergreen's 401(k) plan. Personal Time Off (PTO) of up to 13.34 hours may be earned monthly and associates may enjoy 9 paid holidays each year. Paid voluntary day of work, company matching on charitable donations and mortgage loan benefit.
  
  Evergreen is an equal opportunity employer and E-Verify employer.www.Evergreenhomeloans.com
  
  Equal Housing Lender
  
  ©2026 Evergreen Moneysource Mortgage Company® dba Evergreen Home Loans NMLS ID 3182. 15405 SE 37th Street, Suite 200 Bellevue, WA 98006 Equal Housing Lender. Trade/service marks are the property of Evergreen Home Loans. All rights reserved. AZ Mortgage Banker License #0910074; CA Licensed by the DFPI under the CRMLA #4130291; NV Mortgage Company License 4837;NJ Licensed by the N.J. Department of Banking and Insurance. Evergreen Home Loans does not represent HUD or FHA and the information provided here was not authored, approved, or endorsed by HUD or FHA. For individual and company license information visit www.nmlsconsumeraccess.org.
  
  Equal Opportunity Employer
  This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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