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 leading the day-to-day support operations of the ICE Encompass Loan Origination System (LOS), ensuring timely resolution of production issues, maintaining system stability, and delivering a high level of service to business stakeholders. This role manages the Encompass Support team, oversees ticket intake and resolution, and partners closely with Operations, Encompass Admins, UAT, and Compliance to ensure issues are resolved efficiently and escalated appropriately. The Encompass Support Manager plays a critical role in balancing production support with ongoing system enhancements by ensuring proper routing between Support and Change Control.

Job Responsibilities:

• Lead and develop the Encompass Support team, ensuring timely resolution of production issues and inquiries.

• Manage ticket intake, triage, and prioritization to meet SLAs and prevent backlogs.

• Serve as the escalation point for complex or high-impact issues.

• Partner with Operations, Encompass Admins, UAT, and vendors to resolve defects and drive solutions.

• Determine proper routing of requests between Support (issues) and Change Control (enhancements).

• Identify trends and implement process improvements to reduce recurring issues.

• Track and report on key metrics including ticket volume, resolution time, and SLA performance.

Qualifications and Skills:

• 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.

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.