Encompass Administrator

Key Responsibilities

• Serve as the primary point of contact for Encompass end users, providing Tier 1 support for questions, issues and enhancement requests.
• Troubleshoot user‑reported problems, perform root‑cause analysis and resolve issues promptly to minimize disruption to loan production.
• Proactively monitor system performance and user experience, identifying pain points and driving improvements to workflows and configuration.
• Develop and maintain user guides, quick‑reference materials and FAQs to help staff use Encompass efficiently and consistently.
• Provision and maintenance of user accounts for Encompass and associated platforms for new hires and existing staff.
• Translation of feedback from end-users & stakeholders into business requirements for system changes.
• Create and maintain Pipeline Views, Dashboards & Reports that drive production, turn times and quality metrics.
• Adherence to internal change management protocols to ensure that new features and updates are made in the lowest impact

 

Qualifications

• 2+ years of hands‑on experience administering Encompass within a mortgage lender.
• Deep knowledge of Encompass settings and their relationship with/impact on each other.
• Strong understanding of the mortgage loan process and how end users interact with Encompass and surrounding products at each stage.
• Knowledge of the ICE Mortgage Technology Resource Center and it’s available avenues for support.
• Excellent communication skills, with an ability to explain technical changes in clear, practical terms.
• Demonstrated experience providing direct support to operations teams (sales, processors, underwriters, closers, lock desk, etc).
• Proven ability to manage KPIs within a support queue, prioritize requests and balance quick fixes with longer‑term enhancements.
• Ability to understand custom field calculations, business rules (including advanced conditions and advanced code) and input forms (including event code).