About the Role
We are seeking a Mortgage Technology Analyst to keep our loan origination platforms working well for the people who use them every day. This role combines business analysis, quality assurance testing, user acceptance testing, training, and end-user support for Encompass, CLOSR, and related mortgage technology systems. You will turn business needs into clear requirements, test every change before it reaches production, lead UAT, train staff, and resolve system issues, serving as the link between loan production and operations teams and the Mortgage Technology team.
Essential Job Duties / Responsibilities
Business Analysis (~25%)
- Meet with loan officers, processors, underwriters, closers, post-closing, and secondary staff to understand workflow problems and requests
- Write clear business requirements, user stories, acceptance criteria, and process maps
- Analyze current-state workflows and recommend system changes, automation, or process improvements
- Assess the impact of vendor releases, regulatory changes (e.g., TRID, HMDA, agency and investor updates), and new integrations
- Help prioritize the change backlog with Mortgage Technology leadership
Quality Assurance Testing (~20%)
- Build and maintain test plans, test cases, and regression suites for LOS configuration, business rules, forms, custom fields, integrations, and vendor releases
- Run functional, regression, and integration testing in test environments before changes are promoted to production
- Log, track, and retest defects; document results and sign-off
- Validate data flows between Encompass, CLOSR, and connected services (pricing, credit, disclosures, document and closing vendors, servicing and data feeds)
User Acceptance Testing (~15%)
- Plan and coordinate UAT cycles with business users, including scripts, schedules, and test loans
- Guide testers, collect feedback, and track issues to resolution
- Gather go/no-go sign-off and support release and rollout communication
Training (~15%)
- Create and maintain training materials, including job aids, quick-reference guides, videos, and knowledge-base articles
- Deliver live and virtual training for new hires, new features, and system changes
- Publish release notes and "what's changing" summaries in plain language
Support (~25%)
- Provide tier 2 support for Encompass, CLOSR, and other LOS tools; troubleshoot loan-level and system issues
- Manage tickets through the help desk queue and meet response targets
- Escalate vendor issues, track cases, and communicate status to users
- Identify recurring issues and turn them into fixes, training, or requirements
- Assist with user setup, personas, permissions, and access requests as directed
Qualifications, Knowledge, Skills, and Abilities
Required Qualifications
- 3+ years of experience in mortgage lending operations, mortgage technology, or LOS support
- Hands-on experience with Encompass or a comparable loan origination system
- Working knowledge of the residential loan lifecycle, from application through closing and post-closing
- Experience writing requirements or test cases and documenting results
- Strong troubleshooting skills and the ability to explain technical issues to non-technical users
- Strong written communication skills for job aids, release notes, and requirements
- Ability to manage multiple priorities and deadlines
Preferred Qualifications
- Bachelor's degree in business, information systems, or a related field, or equivalent experience
- Encompass Administrator certification or equivalent LOS administration training
- Experience with CLOSR, pricing engines, document vendors, or eClosing platforms
- Familiarity with TRID, HMDA, and agency and investor guidelines
- Experience with Agile delivery, ticketing tools, and test management tools
- Experience designing and delivering adult training
Tools & Technologies
Encompass (ICE Mortgage Technology), CLOSR, product and pricing engines, credit and verification services, disclosure and document vendors, eClosing and compliance tools, help desk/ticketing system, test management tools, Microsoft 365
Skills Required
- 3+ years of experience in mortgage lending operations, mortgage technology, or loan origination system support
- Hands-on experience with Encompass or a comparable loan origination system
- Working knowledge of the residential loan lifecycle from application through closing and post-closing
- Experience writing business requirements or test cases and documenting results
- Strong troubleshooting skills and ability to explain technical issues to non-technical users
- Strong written communication skills for job aids, release notes, and requirements
- Ability to manage multiple priorities and deadlines
- Bachelor's degree in business, information systems, or a related field, or equivalent experience
- Encompass Administrator certification or equivalent loan origination system administration training
- Experience with CLOSR, pricing engines, document vendors, or eClosing platforms
- Familiarity with TRID, HMDA, and agency and investor guidelines
- Experience with Agile delivery, ticketing tools, and test management tools
- Experience designing and delivering adult training
What We Do
Change Lending, LLC, doing business as Change Home Mortgage, is a state-licensed residential mortgage lender headquartered in Anaheim, California. Founded in 1994, the company provides mortgage financing to residential borrowers. In 2020, it originated more than $7 billion in loans for approximately 30,000 borrowers, demonstrating a substantial lending operation dedicated to providing mortgage services for residential borrowers seeking property financing.
