• Recommending system changes and optimizations. • Performing system analysis to determine the impact of proposed solutions. • Writing functional specifications, change requests, test plans, and training documentation. • Designing & Implementing solutions by creating new workflows, input forms, codebase assemblies, plugins, and standalone applications (including C# and .NET). • Performing QA testing and coordinating user acceptance testing (UAT). • Designing, documenting, configuring, testing & deploying approved Change Requests and enhancements to system functionality. • Managing integration of 3rd party vendors and services. • Creating custom fields, documents, and data entry forms. • Maintaining users, roles, profiles, security settings, and loan access settings. • Maintaining Loan Setup settings as applicable to ongoing business needs. • Maintaining complete document library, building custom documents as needed, and maintaining eFolder settings to ensure preservation of a complete paperless environment with requisite document retention. • Assisting Compliance and Security in ensuring Encompass functions consistently in accordance with applicable laws and regulations relating to mortgage lending and information security. • Researching changes in upcoming versions of Encompass and other integrated applications. • Providing recommendations when necessary to enhance efficiency and productivity. • Performing routine review of code, configuration, data, and usage to ensure long-term viability, integrity, and adoption of the program. • Collaborating with project managers, business analysts, developers, and subject matter experts for enhancement requests. • Providing technical documentation on all process, feature, and workflow changes for proper communication to end users. • Working to identify training needs on new enhancements and frequent problem areas. • Creating & Maintaining report library and building custom reports as necessary for business groups. • Maintaining business rules for data entry, workflow progression, and regulatory compliance as requested by each business group. • Preparing reporting for regulatory examination processes including electronic submission of data to regulatory agencies. • Ensuring compliance with mortgage regulations and security standards. • Proposing automation and efficiency improvements, including AI-based solutions.

• Lead the digital transformation of the Service Applications function • Manage and upskill 4 teams totaling about 60 resources globally • Develop and maintain strong, collaborative relationships with VPs and leaders across Call Center teams • Oversee the architecture and governance of the Salesforce platform • Define and enforce modern SDLC practices, including robust testing for AI model performance

• Supervise web development and engineering team members • Provide daily oversight and training of staff • Mentor team members in agile and scrum principles • Lead the technical strategy for the team in partnership with the Director of Digital Strategy • Collaborate with the Digital Strategy Director to manage backlogs efficiently and plan sprints • Respond to escalated support inquiries and assess priority of reported issues • Facilitate meetings effectively and promote open communication and collaboration

• Lead, hire and develop engineering teams, building leadership capability and supporting long-term career growth • Own delivery outcomes across a portfolio of client engagements, ensuring high-quality execution, reliability and predictability • Provide technical leadership across teams, shaping strategies to address client challenges and deliver scalable, sustainable solutions • Strengthen engineering practices and standards across system design, quality, reliability and execution • Collaborate with partners across engineering, program management and the broader organization to plan work, manage tradeoffs and resolve dependencies • Foster a supportive, collaborative and high-performing engineering culture