Job Description

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

The Corporate Production Manager is responsible for providing high-level support to branch employees across all company systems, with an emphasis on Encompass LOS. This role serves as a key resource for Loan Officers, Processors, Underwriters, and other branch staff, offering expert troubleshooting, guidance, and problem resolution to ensure smooth loan operations.

This position operates within Pacific Standard Time Zone working hours to support the West Coast region.

Job 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.

Qualifications and Skills:

• 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.

• Experience in training or mentoring team members on LOS systems and loan processes preferred.

• Experience managing a support queue, prioritizing tasks, and resolving complex issues in a timely and professional manner, preferred.

• Working knowledge of mortgage industry processes, disclosures, loan documentation, and applicable regulatory guidelines.

• Excellent communication skills, to convey technical solutions to non-technical users.

• Detail-oriented, organized, and capable of working independently while contributing to a team environment.

• Knowledge of the mortgage lending function, TRID rules and regulations, REPSA, and disclosures, required.

• 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.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.