Encompass Support Manager

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 7,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:

The Encompass Support Manager is responsible for managing the Support Portal and Encompass Support team. 

Job Responsibilities:

• Lead, plan, and execute day-to-day Support operational activities.

• Manage daily support tickets, defects and bugs in production post warranty period, and normal daily run functions.

• Manage Onboarding activities: Create and update Originating Branches.

• Ensure proper policies, procedures, risk mitigation activities, and operating controls are followed.

• Serve as an escalated liaison for Loan and IT Support.

• Monitor Support Portal Ticket SLA’s and trends for potential solutions.

• Provide exceptional leadership and coaching, regularly review the performance of Support experts working in the team.

• Promote a professional, customer-focused Service Team environment.

• Recruit top talent to build an effective team; train, coach and develop team members.

• Maintain a thorough knowledge and understanding of all mortgage products, services, policies, compliance requirements, processes, and procedures.

• Participate in planning, strategy, and development of LOS applications roadmap.

• Seek opportunities to improve application workflows, usage and quality of output produced from the LOS system.

• Create and maintain system tools and reference documents that support training initiatives and improve the end user experience.

• Manage the origination system and application upgrades.

Qualifications and Skills:

• High School Diploma, or equivalent.

• 5+ years’ experience with LOS systems experience and an in-depth understanding of the Mortgage life cycle of a loan.

• 5+ years’ experience as a LOS System Admin.

• Previous management experience required.

• Experience with data reporting tools, such as Salesforce, Tableau, preferred.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

Pay Range:

• Annual Salary: $119,357.00- $137,020.00
• The posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.