Manager, Encompass Software Engineering

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 Manager, Software Engineering (Encompass Administration) is a strategic and hands-on management position responsible for advancing CCM’s Encompass Loan Origination System (LOS) and related applications. This position manages the production support, maintenance, and ongoing enhancement of the LOS platform, ensuring optimal performance and user experience across mortgage operations. The Manager, Software Engineering (Encompass Administration), oversees a team of Encompass Administrators responsible for day-to-day administration, configuration, and support of the Encompass LOS. In addition to leading system operations, this position guides the development and maintenance of internal tools. This position also plays a critical part in shaping the long-term strategy and roadmap for the LOS application, including managing system upgrades, identifying opportunities for automation and workflow optimization, and aligning technology solutions with business goals.

Job Responsibilities:

• Manage and mentor a team of Encompass Administrators through effective coaching, training, and career development.
• Foster a culture of collaboration, customer-focus, and continuous improvement, maintaining accountability and high performance.
• Conduct performance reviews and guide professional development.
• Lead, plan, and execute day-to-day operational support and system maintenance activities.
• Maintain the Encompass LOS platform and integrated vendor services for all mortgage origination systems.
• Oversee the resolution of issues or defects that arise after implementation.
• Support and coordinate efforts for system upgrades, branch onboarding, and configuration changes.
• Conduct development reviews to ensure quality and alignment with business needs before implementation.
• Collaborate with internal teams to enhance application workflows and outputs.
• Ensure adherence to internal policies, regulatory requirements, and risk mitigation protocols.
• Maintain accurate documentation and controls to support audits and internal reviews.
• Function as an escalation point for Loan Operations, IT Support, and other key stakeholders.
• Monitor Support Portal ticket trends and SLA compliance; identify recurring issues and recommend solutions.
• Promote a responsive and professional service team environment.
• Participate in roadmap planning and strategic initiatives for LOS improvements.
• Identify and implement enhancements to improve system usability, automation, and efficiency.
• Create and maintain internal system tools and reference materials to support user training and adoption.
• Maintain a deep understanding of mortgage products, services, policies, compliance requirements, and operational procedures.
• Serve as a subject matter expert (SME) for Encompass configuration and mortgage technology solutions.
• Leverage domain knowledge to guide system improvements and ensure alignment with business goals.

Qualifications and Skills:

• Bachelor’s degree in computer science, similar field, or equivalent combination of education and experience.
• 5+ years’ experience with LOS systems and an in-depth understanding of the Mortgage life cycle of a loan.
• 3+ years’ experience as a LOS System Administrator.
• Previous management experience.
• Proficiency in C#, VB.NET, JavaScript, and other relevant languages to develop and maintain Encompass plugins and integrations.
• Advanced SQL query skills for data manipulation, reporting, and troubleshooting within Encompass.
• Jira experience preferred.
• Experience with data reporting tools, such as Salesforce, Tableau preferred.
• Excellent project management and leadership skills.
• Excellent communication skills.

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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: $138,484.00- $156,390.00
• 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.