About this role
This role supports end users of Encompass (Encompass LOS) for a mortgage lender, providing Tier 1 help and driving configuration improvements. It includes troubleshooting, root-cause analysis, performance monitoring, user account maintenance, and creating reports to track production and quality metrics.
Key Responsibilities
- Provide Tier 1 support for Encompass end users
- Troubleshoot issues with root-cause analysis to minimize loan production disruption
- Monitor system performance and user experience and improve workflows
- Create and maintain Pipeline Views, Dashboards & Reports for KPIs
- Develop user guides and manage configuration updates through change management protocols
Technical Overview
The Encompass Administrator configures and administers the Encompass LOS and surrounding ICE Mortgage Technology ecosystem. The work includes troubleshooting, user access/account provisioning, building Pipeline Views/Dashboards/Reports, and implementing custom field calculations and business rules including advanced conditions and event code.
Ideal Candidate
The ideal candidate is a mid-level Encompass administrator with 2+ years of hands-on experience administering Encompass within a mortgage lender. They provide Tier 1 support, perform root-cause analysis, and proactively monitor system performance and end-user experience. They can configure Encompass settings, maintain Pipeline Views/Dashboards/Reports, and translate end-user feedback into actionable business requirements.
Must-Have Skills
2+ years of hands-on experience administering Encompass within a mortgage lenderDeep knowledge of Encompass settings and their relationship with/impact on each otherStrong understanding of the mortgage loan process and how end users interact with Encompass and surrounding productsServe as the primary point of contact for Encompass end users (Tier 1 support)Troubleshoot user-reported problems and perform root-cause analysisCreate and maintain Pipeline ViewsDashboards & ReportsProactively monitor system performance and user experienceAdherence to internal change management protocols
Nice-to-Have Skills
Knowledge of the ICE Mortgage Technology Resource Center and it’s available avenues for support
Tools & Platforms
EncompassICE Mortgage TechnologyEncompass LOSICE Mortgage Technology Resource Center
Required Skills
EncompassEncompass Loan Origination System (Encompass LOS)ICE Mortgage TechnologyTier 1 supportroot-cause analysisPipeline ViewsDashboardsReportsKPIssupport queuechange management protocolsuser account provisioningcustom field calculationsbusiness rulesadvanced conditionsadvanced codeinput formsevent codemortgage loan process
Hard Skills
Encompass Loan Origination System (Encompass LOS)Encompass configurationuser account provisioningPipeline ViewsDashboardsReportsKPIs within a support queueroot-cause analysismortgage loan process knowledgecustom field calculationsbusiness rules (including advanced conditions and advanced code)input forms (including event code)Tier 1 supportchange management protocolsICE Mortgage Technology Resource Center
Soft Skills
end user supportcommunication skills for explaining technical changestranslating feedback into business requirementsprioritizationbalancing quick fixes with longer-term enhancementsstakeholder collaboration
Keywords for Your Resume
Encompass AdministratorEncompassEncompass Loan Origination System (Encompass LOS)ICE Mortgage TechnologyICE Mortgage Technology Resource CenterTier 1 supportroot-cause analysissystem performanceuser experiencePipeline ViewsDashboardsReportsKPIssupport queuechange management protocolsuser guidesquick-reference materialsFAQsprovision and maintenance of user accountscustom field calculationsbusiness rulesadvanced conditionsadvanced codeinput formsevent code
Deal Breakers
Must have 2+ years of hands-on experience administering Encompass within a mortgage lender, Must demonstrate deep knowledge of Encompass settings and configuration relationships
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