Director, LOS Platform Support and Services
Lakeview Loan Servicing, Llc.
Lead LOS platform stability, support, and continuous improvement for Encompass.
3 days ago ago
$161,000 - $180,000
Expert & Leadership (13+ years)
Full Time
Coral Gables, FL
Office Full-Time
Company Size
633 Employees
Service Specialisms
Mortgage Loan Servicing
Refinancing
Home Purchase Loans
Cash Out Refinance
Home Equity Loan
Concierge‑style Home Buyer/Seller Services
Sector Specialisms
Residential
Commercial
Role
What you would be doing
environment governance
integration management
incident management
release planning
team leadership
performance monitoring
- Govern environments (Sandbox/Test/Prod), access controls, and configuration promotion.
- Set priorities, assign work, and manage on-call coverage for operational support.
- Conduct root-cause analysis and implement long-term corrective actions.
- Manage system integrations and connectors (pricing, compliance, AUS, eClose).
- Serve as primary escalation point for business leaders and users.
- Maintain accurate ticket classification and documentation in ITSM tools (e.g., Jira).
- Drive service reviews, post-incident reviews, and platform improvement roadmaps.
- Oversee Encompass release planning, patches, and hotfixes under ITIL standards.
- Lead, coach, and develop a tiered L1-L3 Encompass support team.
- Administer Encompass configurations (Personas, Forms, Rules, Workflows, Templates).
- Build and maintain a robust knowledge base, documentation, and runbooks.
- Own and manage the Encompass incident queue (intake through resolution) within SLAs.
- Communicate risks, timelines, and status updates effectively to all stakeholders.
- Ensure audit, security, and compliance adherence (access reviews, change controls, segregation of duties).
- Monitor, manage, and improve LOS performance metrics (latency, throughput, automation jobs).
- Define and report on KPIs (MTTR, SLA attainment, user satisfaction).
- Implement and optimize Encompass add-ons and performance tools.
What you bring
encompass
itil
servicenow
encompass certification
bachelor’s
leadership
- Expert in Encompass SmartClient desired.
- Analytical mindset with a bias toward measurable outcomes and continuous improvement.
- 10+ years overseeing and administering Encompass as a mission-critical enterprise platform in a mortgage operations context, with 5+ years including direct leadership of technical team and platform governance.
- Strong understanding of ITIL processes (Incident, Problem, Change, Request) and release governance.
- Demonstrated ability to make strategic and technical decisions independently and influence cross-functional priorities.
- Exposure to adjacent platforms (e.g., consumer/LO portals, PPE, doc generation/eClose solutions) and data/reporting is desired.
- Excellent communication, stakeholder management, and people‑leadership skills.
- Proficiency with an ITSM/ticketing system (ServiceNow, Jira) and reporting dashboards.
- Encompass Administrator Certification is required (or ability to obtain within 6 months).
- Familiarity with mortgage lifecycle and compliance (origination, processing, underwriting, closing, post-closing) desired.
- Deep hands‑on expertise with Encompass administration:
- Bachelor’s degree in Information Systems, Computer Science, or related field; or equivalent experience is desired.
- Strong experience managing integrations (pricing/secondary, docs, compliance, credit, AUS, eClose) and coordinating vendor escalations.
- Experience with Encompass Developer Connect APIs, Encompass/ICE SDKs, and plugin performance tuning is desired.
- Personas/Roles, Input Form Builder, Business Rules/Triggers, Milestones/Tasks, Loan & Pipeline configuration, eFolder/doc workflows.
- Demonstrated success running incident and problem management for a mission‑critical platform, including RCA and preventative actions.
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Training + DevelopmentInformation not given or found
Interview process
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Company
Overview
$148M Annual Revenue
Estimated Revenue
The company generates an estimated annual revenue of $148 million, reflecting its strong financial performance in the mortgage servicing industry.
2.6M Homeowners
Loans Managed
Lakeview serves over 2.6 million homeowners annually, showcasing its significant role in the residential mortgage market.
- Founded in Delaware in 2010, began by acquiring mortgage servicing rights across the U.S.
- Quickly grew to become the nation’s largest mortgage loan servicer.
- Owns servicing rights and partners with firms like LoanCare, M&T Bank, Flagstar, Mr. Cooper, and others to process payments and manage escrow.
- Specializes in residential mortgages, including purchase, refinance, cash‑out, FHA and VA loans.
- Offers a digital portal for homeowners to track equity, payments, statements, and access personalized home‑buying resources.
- Also originates new loans, often helping customers lower payments, consolidate debt, or access home equity.
- Unusual for its rapid rise, combines servicing rights acquisition with direct origination and a rewards-driven customer approach.
- We are committed to providing the highest level of customer service.
- We value integrity, professionalism, and collaboration.
- We embrace innovation to improve business processes and customer experiences.
- We prioritize results-driven performance and operational excellence.
2030 Goals
Net-Zero Ambition
Aiming to achieve net-zero emissions by a specific target year.
- Committed to sustainability across operations.
- Implementing energy-efficient technologies and reducing waste.
- Aiming to reduce carbon emissions and achieve a sustainable supply chain.
- Lakeview Loan Servicing values a diverse and inclusive workforce.
- The company strives to maintain a gender-balanced workplace and promote equal opportunities for all employees.
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