Encompass Support Manager

TL;DR

Encompass Support Manager (Mortgage LOS): Leading day-to-day support operations of ICE Encompass Loan Origination System with an accent on timely resolution of production issues, team development, and system stability. Focus on managing ticket intake and triage, serving as escalation point, partnering with stakeholders, and implementing process improvements to meet SLAs.

Location: Not specified (US-based company operating across all 50 states, D.C., and Puerto Rico)

Company

Nation's number one distributed retail mortgage lender with over 700 branches and 7,000 employees servicing loans nationwide.

What you will do

• Lead and develop the Encompass Support team to ensure timely resolution of production issues and inquiries.
• Manage ticket intake, triage, prioritization, and SLAs to prevent backlogs.
• Serve as escalation point for complex or high-impact issues.
• Partner with Operations, Encompass Admins, UAT, Compliance, and vendors to resolve defects.
• Route requests between Support for issues and Change Control for enhancements.
• Identify trends, implement process improvements, and report on key metrics like ticket volume and resolution time.

Requirements

• 5+ years of mortgage operations and/or Encompass experience.
• 2+ years of leadership or team management experience.
• Deep knowledge of Encompass workflows and loan lifecycle.
• Experience managing support queues, SLAs, and issue resolution.
• Excellent communication and problem-solving skills.

Culture & Benefits

• Entrepreneurial culture with employee engagement, growth opportunities, and transparency.
• Competitive compensation and robust benefits including medical, dental, vision, 401K.
• Company-provided short-term disability, employee assistance program, and wellness program.