Case Study: J.G. Wentworth achieves 2,500% faster support response and $350,000 annual savings with ICE Mortgage Technology's Encompass

How J.G. Wentworth Reduced Support Response Time by 2500 Percent

J.G. Wentworth Home Lending, a Woodbridge, VA–based mortgage originator with nearly $4B in annual loan volume, faced a slow, error-prone support process that threatened compliance and capacity. Support staff had to work across Encompass and a third‑party ticketing system, with eight people handling about 6,000 requests per month, an average response time of six hours, and a daily backlog of 250–400 tickets, limiting visibility into KPIs and continuous improvement.

The company built a custom loan‑support workflow inside Encompass in 30 days—creating an input form, automated routing, pipeline visibility, prioritized handling, and in‑system training prompts—without outside developers. The changes cut average response time to 15 minutes (≈2500% improvement), eliminated the backlog, doubled throughput (four staff closed 8,000 requests/month), reduced costs (≈$350K in system savings plus ≈$300K in labor), improved KPI tracking, lowered errors and unnecessary tickets, and earned industry recognition.

J.G. Wentworth

Edward Woodhead

Encompass LOS Manager