Residential Lending Encompass Administrator

POSITION: Residential Lending Encompass Administrator

Position Summary:

At Cambridge Savings Bank, our purpose is to have a positive impact on our customers, employees, and community's financial well-being. We are committed to exceeding expectations and having a strong commitment to diversity. The Residential Lending Encompass Administrator supports the administration, configuration, and optimization of the Encompass Loan Origination System (LOS). This role partners closely with Residential Lending teams to ensure system stability, operational efficiency, and an effective user experience throughout the loan origination lifecycle.

Working under the guidance of senior platform leadership, the Administrator is responsible for system support, configuration maintenance, troubleshooting, testing, and implementation of approved enhancements. This position offers the opportunity to develop advanced expertise in mortgage technology, workflow automation, integrations, and system administration while contributing to strategic business initiatives and continuous process improvement.

Key Result Areas:

* Provide day-to-day system administration and support for Encompass, including troubleshooting issues and maintaining system functionality

* Provide operational and technical support to loan officers, processors, underwriters, closers, and business partners; independently resolve system issues and collaborate with senior administrators on complex initiatives

* Configure and maintain user access, roles, personas, groups, and security settings in accordance with established standards

* Maintain system settings, including loan folders, alerts, templates, print forms, documents, and conditions

* Troubleshoot and maintain existing business rules related to data entry, workflows, triggers, milestones, and conditions

* Support Encompass releases, updates, and enhancements by researching requirements, performing testing, and communicating changes to end users

* Document, test, implement, and support approved system changes in accordance with change management procedures; maintain accurate documentation and change logs

* Partner with business stakeholders to gather, document, and clarify requirements for system fixes, enhancements, workflow improvements, and automation opportunities

* Monitor system performance and identify recurring or trending issues; recommend and support implementation of approved solutions

* Assist with compliance and audit requests by supporting system reviews, documentation, and configuration updates

* Conduct remote troubleshooting sessions and provide clear communication on issue status and resolution

* Support integration functionality with third-party systems (e.g., nCino) and escalate issues as needed

* Perform additional duties as required

Qualifications:

* Bachelor's degree in Information Technology, Business, or related field, or equivalent experience

* 2-4 years of experience with Encompass administration including LOS configuration, user management, business rules, forms, and templates

* Experience participating in system implementations, upgrades, workflow enhancements, or process improvement initiatives preferred.

* Working knowledge of mortgage lending processes and the loan origination lifecycle

* Strong analytical and problem-solving skills with attention to detail

* Ability to prioritize tasks and manage multiple requests in a fast-paced environment

* Strong organizational, time management, and communication skills

* Ability to work independently while following established standards and escalation protocols

* Proficiency in Microsoft Office (Outlook, Word, Excel)

The above description covers the most significant major responsibilities but does not exclude other occasional responsibilities and accountabilities, the inclusion of which would be in conformity with the major purpose of this job.

Location: Hybrid/Waltham, MA Salary Range: $73,000 - $93,000

The reasonably estimated salary for this role at Cambridge Savings Bank ranges from $73,000 - $93,000. Cambridge Saving Bank will determine actual compensation for the role based on factors including, but not limited to, the successful candidate's skills, qualifications, and experience. In addition, Cambridge Savings Bank offers a wide range of comprehensive and inclusive employee benefits for full-time roles including healthcare, parental planning, mental health benefits, performance bonus opportunities, a 401(k) plan and match, flexible time off, and others.

About Cambridge Savings Bank:

Cambridge Savings Bank is a full-service banking institution with over $7 billion in assets. As a mutual bank, CSB is committed to improving the quality of life of our employees, customers, and the communities we serve. One of the oldest and largest community banks in Massachusetts, Cambridge Savings Bank offers a full line of individual and business banking services across a robust Massachusetts-based branch network and through digital banking solutions for commercial, small business and consumer customers. In March 2026, Kroll Bond Rating Agency affirmed CSB's investment-grade rating, reinforcing the bank's position as a reliable business leader. To learn more about how we can meet your needs, visit us at cambridgesavings.com, or better yet, come meet us to help you make the most out of your banking relationship. Member FDIC. Equal Housing Lender. NMLS # 543370.