Support Manager

🕒 April 20

🏈 Ohio – Remote

🏈 Ohio – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

CrossCountry Mortgage, LLC

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

💸 Finance

💰 $400M Debt Financing on 2021-11

Finance

CrossCountry Mortgage, LLC is one of America’s leading retail mortgage lenders, providing a range of mortgage solutions for homebuyers, homeowners looking to refinance, and those seeking home equity loans. They offer a comprehensive suite of services including home purchase loans, mortgage refinancing, and home equity lines of credit (HELOC). The company prides itself on helping clients navigate the home buying process with ease, whether they are first-time buyers or seasoned investors. Known for their competitive interest rates and efficient loan processing, CrossCountry Mortgage aims to support their clients in achieving their home ownership and financial goals.

📋 Description

• Lead and develop the Encompass Support team, ensuring timely resolution of production issues and inquiries. • Manage ticket intake, triage, and prioritization to meet SLAs and prevent backlogs. • Serve as the escalation point for complex or high-impact issues. • Partner with Operations, Encompass Admins, UAT, and vendors to resolve defects and drive solutions. • Determine proper routing of requests between Support (issues) and Change Control (enhancements). • Identify trends and implement process improvements to reduce recurring issues. • Track and report on key metrics including ticket volume, resolution time, and SLA performance.

🎯 Requirements

• 5+ years of mortgage operations and/or Encompass experience. • 2+ years of leadership or team management experience. • Deep knowledge of Encompass workflows and loan lifecycle. • Experience managing support queues, SLAs, and issue resolution. • Excellent communication and problem-solving skills.

🏖️ Benefits

• medical • dental • vision • 401K • company-provided short-term disability • employee assistance program • wellness program