Corporate Production Manager - West Region

About the Company

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. The company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for its standout culture. CCM fosters an entrepreneurial spirit, empowering employees to grow while providing unwavering support and total transparency.

About the Role

The Corporate Production Manager provides 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.

Responsibilities

• Deliver daily support for all company employees through the internal ticketing system, inbound calls, emails, and video Microsoft Teams conferences for system-related issues.
• Provide hands-on guidance and troubleshooting for Encompass and other third-party systems, assisting Loan Officers, Processors, and other users with 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.
• Maintain a broad understanding of applicable federal, state, and agency regulations and ensure compliance in all processes and system usage.
• 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.
• 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.
• Knowledge of the mortgage lending function, TRID rules and regulations, RESPA, and disclosures.
• Knowledge of FNMA, FHLMC, FHA, and VA loan programs.

Skills

• Excellent communication skills, with the ability to convey technical solutions to non-technical users.
• Detail-oriented, organized, and capable of working independently while contributing to a team environment.
• Advanced team building, organization, and leadership skills.
• Excellent analytical, customer service, and managerial skills.
• Strong prioritization and time management skills.

Benefits

• Competitive compensation plan.
• Robust benefits package, including medical, dental, and vision.
• 401K retirement plan.
• Company-provided short-term disability.
• Employee assistance program.
• Wellness program.