Corporate Production Manager

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 7,000 employees. The Corporate Production Manager is responsible for providing high-level support to branch employees across all company systems, particularly focusing on Encompass LOS, and ensuring smooth loan operations through expert troubleshooting and guidance.

Responsibilities:

• Deliver daily support for all company employees through our internal ticketing system, inbound calls, emails, and video Microsoft Teams conferences for assistance with system-related issues
• Provide hands-on guidance and troubleshooting for Encompass and other third-party systems, assisting Loan Officers, Processors, and other users in various topics including but limited to, resolving system errors, loan setup issues, hard stops, and disclosure concerns
• Actively monitor and manage the Loan Support Queue, ensuring timely and accurate resolution of incoming requests while collaborating with other Loan Support Team Members and the CSM
• Understand the unique needs of assigned branches, developing tailored action plans to provide comprehensive support and system solutions
• Manage and participate in projects related to the deployment of new systems, processes, and operational improvements
• Support cross-functional initiatives by coordinating with processing and support team members, providing training and upskilling as needed to strengthen team knowledge and capabilities
• Maintain a broad understanding of applicable federal, state, and agency regulations and ensure all processes and system usage remain compliant
• Assist in maintaining internal documentation, including guides, procedures, and knowledge bases to enhance system training and support materials
• Provide leadership through mentorship and peer training, contributing to a collaborative, solutions-driven team environment

Requirements:

• 2+ years of loan processing experience in a mortgage operations environment
• 2+ years of hands-on experience with Encompass LOS, with a deep understanding of its functionality, workflows, and troubleshooting
• Working knowledge of mortgage industry processes, disclosures, loan documentation, and applicable regulatory guidelines
• Knowledge of the mortgage lending function, TRID rules and regulations, REPSA, and disclosures
• Knowledge of FNMA, FHLMC, FHA, VA loan programs
• Advanced team building, organization, and leadership skills
• Excellent analytical, customer service, and managerial skills
• Excellent communication and collaborations skills
• Excellent prioritization and time management skills
• Detail-oriented, organized, and capable of working independently while contributing to a team environment
• Experience in training or mentoring team members on LOS systems and loan processes
• Experience managing a support queue, prioritizing tasks, and resolving complex issues in a timely and professional manner