Director, LOS Platform Support and Services

Overview

Lead LOS support team, ensure Encompass stability, performance and governance.

Key Responsibilities

• env governance
• system integration
• encompass config
• incident management
• kpi reporting
• performance monitoring

Tasks

-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.

Requirements

• encompass
• itil
• servicenow
• encompass certification
• integrations
• apis

What You Bring

-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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About Lakeview Loan Servicing, Llc.

-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.

Sector Specialisms