Cake Mortgage

• Develop and maintain business control frameworks across the mortgage loan lifecycle, including origination through post-closing • Identify operational, compliance, financial, and reputational risks and implement mitigation strategies • Monitor internal controls, conduct risk assessments, root cause analyses, and gap reviews to improve effectiveness and ensure regulatory compliance • Partner with business leaders on process changes, system enhancements, and operational initiatives to assess control impacts and risk exposure • Track and report KRIs, KPIs, control performance, emerging risks, and remediation efforts to leadership • Support quality control, audits, regulatory exams, issue management, remediation tracking, and control testing activities • Ensure compliance with mortgage regulations, agency/investor guidelines, and internal governance standards • Lead, coach, and develop team members by setting performance expectations, providing feedback, managing workloads, and fostering a culture of accountability and continuous improvement • Oversee staffing, training, performance management, and employee development to ensure team effectiveness and operational success • Collaborate cross-functionally to strengthen controls, improve processes, reduce risk, and enhance operational efficiency and customer experience • Maintain policies, procedures, and documentation while leading or supporting governance, compliance, and risk-related projects • Perform additional duties as assigned.

• Administer and maintain the ICE Mortgage Technology Encompass platform, including user setup, role assignments, permissions, and vendor account management. • Configure, maintain, and optimize: Custom fields, Input forms, Loan templates, Dashboards and reporting, Workflow automation, Task-based processes, eFolder settings and document libraries. • Manage and enhance the TPO platform to ensure functionality, usability, and a seamless experience for external partners. • Create, manage, troubleshoot, and update Encompass Business Rules and automation logic, including: Field Data Entry Rules, Milestone Completion Rules, Loan Form Printing Rules, Persona-Based Rules, Trigger and Automated Condition Logic, Input Form Logic and Custom Field Automation. • Implement and maintain workflow automation processes to improve operational efficiency and ensure compliance standards are met. • Develop and maintain field triggers, automated workflows, and milestone controls to support mortgage operations. • Test, validate, and deploy Encompass enhancements, system updates, and new functionality. • Maintain clear documentation related to system configurations, processes, and enhancements. • Provide ongoing support and communication to end-users regarding system updates, functionality, and issue resolution. • Support onboarding and offboarding processes, including user access management and security controls. • Collaborate with internal stakeholders to gather business requirements and implement system improvements aligned with organizational goals. • Manage integrations with third-party vendors and maintain related system access and functionality. • Partner with Operations, Processing, Underwriting, Closing, and IT teams to support business initiatives and process optimization. • Perform other duties as assigned to support team and company objectives.

• Provide operational support to brokers by assisting with system access, technical questions, and process-related inquiries. • Serve as a resource for brokers navigating company platforms, loan programs, and documentation requirements. • Develop and deliver training materials, guides, and resources to help brokers better understand company products and processes. • Assist with organizing and facilitating broker training sessions, webinars, or virtual events. • Manage appraisal orders within the company’s appraisal ordering system from placement through delivery. • Review appraisal requests for completeness and alignment with loan program and property type requirements. • Communicate with brokers, appraisers, appraisal management companies (AMCs), and internal staff regarding appraisal status, questions, and documentation needs. • Track appraisal timelines and follow up on outstanding items to help ensure timely delivery. • Assist in resolving appraisal-related issues or delays by coordinating with internal teams and external partners. • Respond to broker and internal inquiries related to appraisal requirements, forms, and processes. • Escalate complex issues to management when necessary while maintaining proactive communication with stakeholders. • Maintain accurate records of appraisal orders, broker requests, and related documentation. • Utilize Encompass to review loan files and confirm appraisal data is properly reflected in the system. • Support data collection and reporting efforts related to appraisal tracking and broker support activities. • Identify opportunities to improve operational efficiency and recommend enhancements to internal workflows. • Assist with updating internal procedures, training documentation, and operational resources. • Support special projects and additional operational initiatives as needed.