What are the responsibilities and job description for the Encompass Administrator position at Independence Home Loans, LLC.?
Encompass Administrator
Summary
This role, as Encompass Administrator I, will be primarily be responsible for supporting end-users of ICE Mortgage Technology’s Encompass LOS and the surrounding ecosystem of products and services. Configuration, maintenance and optimization will also all be components of day-to-day activity. The role partners closely with sales, operations, underwriting, secondary, IT and compliance to ensure the system efficiency, user‑friendliness and alignment with business goals.
Responsibilities/QualificationsKey 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).
Salary Range for this role will be $72,000 - $85,000 / Year, based on experience.
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Salary : $72,000 - $85,000