About this role
AVP, Mortgage Systems Administrator
Job Summary
The AVP, Mortgage Systems Administrator is responsible for all configuration and customization of the company’s Loan Origination System (LOS), Encompass. This position plays a key role in optimizing system functionality, supporting end-to-end loan workflows, and ensuring the integrity of change management processes. The ideal candidate combines strong technical system knowledge with a deep understanding of mortgage loan operations to deliver scalable, efficient solutions that align with business needs.
Job Duties
- Serve as the primary administrator and subject matter expert for the Encompass LOS platform.
- Maintains a working knowledge of all end-users functional roles and responsibilities as they relate to LOS usage.
- Analyze business needs and collaborate with cross-functional teams to design, configure, and implement system enhancements and customizations.
- Manage change control processes, including the development and enforcement of system governance, documentation, standards, and release protocols.
- Conduct thorough testing of configuration changes, including UAT coordination, back testing, and production validation.
- Troubleshoot system issues and provide Tier 2/3 support for escalated user requests or system problems.
- Create and maintain system documentation, configuration logs, and process maps to support audit readiness and operational continuity.
- Manage integration of 3rd party vendors and services within the LOS environment, and coordinate with the Company’s vendor management resources.
Competencies
- Adaptability – Adapts behavior or work methods in response to new information, changing conditions, or unexpected obstacles.
- Attention to Detail – Looks for way to improve and promote quality of work and demonstrates accuracy and thoroughness.
- Creativity, Innovation & Critical Thinking – Thinks critically and creatively to challenge assumptions, explore alternatives, and propose improvements to processes, services or outcomes.
- Proactive – Demonstrates forward thinking by planning ahead, seeking out improvements, and acting decisively to move work forward.
Work Environment
- Remote: This role is fully remote and performed from the employee’s home or another approved off-site location. The company provides essential equipment such as computer, headset and webcam. A reliable internet connection and a quiet, professional workspace are expected.
Minimum Qualifications
- 5+ years of experience working in Encompass by ICE Mortgage Technology, with at least 2 years in an administrative or configuration role.
- Deep understanding of mortgage loan origination processes, including workflow, compliance, and document management.
- Proven experience in system administration, configuration, and release management.
- Strong analytical and problem-solving skills, with the ability to translate business needs into technical solutions.
- Excellent organizational skills with a keen attention to detail and documentation.
- Strong communication skills and ability to collaborate across departments.
Preferred Qualifications
- Experience with Encompass TPO Connect, Developer Connect, Encompass SDK, or custom plugin development.
- Project management or change control certification.
- Prior experience working in a mortgage company, financial institution, or credit union.
- Experience with UAT planning, testing automation tools, and governance frameworks.
- Proficiency with CRM systems
- Strong understanding of mortgage sales pipelines, lead management, and borrower workflow
- Ability to configure workflows, automation, and user settings within SaaS platforms
- Data management skills, including maintaining accuracy, reporting, and basic analytics
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to communicate via oral and written communication, such as phone calls, emails, and ticketing systems. The employee frequently is required to stand, walk, use hands and fingers and reach with hands and arms. This role may require long periods of
sitting at a desk and working on a computer. The employee may occasionally be asked to pick up and/or move up to 15 pounds.
Duties Disclosure
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time, with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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