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 Junior Encompass Support Administrator is responsible for providing first-level technical support, troubleshooting, and maintenance of the Encompass Loan Origination System (LOS). This role assists end users with system access, functionality issues, and basic configuration questions while escalating more complex matters to senior team members. The Junior Encompass Support Administrator plays a key role in maintaining system stability and ensuring a positive user experience within Encompass.
Job Responsibilities:
- Monitor, manage, and respond to Encompass support cases within established SLAs.
- Provide first-level troubleshooting for system issues including user group and persona problems, basic functionality errors, and user configuration questions.
- Assist with user onboarding and offboarding processes, including role assignment, persona configuration, and licensing.
- Support user permission, loan access, milestone access, and pipeline view adjustments under supervision.
- Collaborate with senior administrators to document recurring issues and recommend long-term solutions.
- Perform routine audits and maintenance tasks such as resetting eFolder passwords, updating user profiles, and unlocking user accounts.
- Escalate complex technical issues to senior support staff or the Encompass development team as appropriate.
- Assist in the testing of minor system updates, patches, and configurations.
- Maintain accurate documentation of support cases, resolutions, and user feedback.
- Participate in training sessions to continuously build Encompass knowledge and mortgage process understanding.
- Provide effective communication to internal customers.
Qualifications and Skills:
- High School Diploma or equivalent.
- Associate’s degree or coursework in Computer Science, Business, or related field preferred.
- 1+ year of experience in a technical support, administrative, or help desk environment preferred.
- Prior experience in mortgage operations or loan origination systems a plus.
- Basic understanding of Loan Origination Systems, preferably Encompass by ICE Mortgage Technology.
- Effective problem-solving and troubleshooting skills.
- Excellent communication and customer service skills.
- Skilled at prioritizing tasks and managing time effectively.
- Skilled at learning technical systems and applying new knowledge efficiently.
- Proficient in Microsoft Office Suite (Excel, Word, Outlook).
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:
- Hourly Rate: $23.00-$29.75
- 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.
CrossCountry Mortgage, LLC offers MORE than a job, we offer a career. Apply now to begin your path to success!
careersatccm.com
CrossCountry Mortgage, LLC strives to provide employees with a robust benefit package:
https://mycrosscountrybenefits.com
California residents: Please see CrossCountry’s
privacy statement
for information about how CrossCountry collects and uses personal information about California applicants.CrossCountry Mortgage supports equal employment opportunity in hiring, development and advancement for all qualified persons without regard to race, color, religion, religious creed, national origin, age, physical or mental disability, ancestry, marital status, uniformed service, covered veteran status, citizenship status, sex (including pregnancy, childbirth, and related medical conditions, and lactation), sexual orientation, gender identity, gender expression, transgender status, domestic violence victim status (where applicable), protected hair style or texture, genetic information (testing or characteristics), or any other protected status of an individual or because of the individual’s association with a member of a protected group or any other characteristic protected by federal, state, or local law (“Protected Characteristics”). The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation. The Company is committed to fostering, cultivating and preserving a culture that welcomes diversity and inclusion.
CrossCountry Mortgage, LLC (NMLS3029) is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit
www.NMLSConsumerAccess.org
.
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