An LOA or processor who needs to work a loan officer's files in BIG POS needs two things: a POS account of their own, and a link between that account and the LO's pipeline. Neither happens automatically when they are set up in Encompass.
Creating the POS account
If they already have an Encompass account but no POS account, the quickest route is for them to sign in to Encompass with their own credentials, open any loan file, and click the People or Tasks tile. Opening the POS from the plugin creates their POS account the first time. There is nothing to request and nothing to configure beforehand.
Access to a single file
Once they have an account, they can reach any individual file the same way — through Encompass, from the file itself. Nothing further is needed for one-off access.
Access to all of a loan officer's files
Seeing an LO's whole pipeline inside BIG POS is a group setting, and support has to apply it. Raise a ticket asking for the LOA to be granted access to all of that LO's files, and include the email addresses of both the LOA and each loan officer. Once it is applied, sign out completely and back in — the change does not appear until a fresh sign-in.
Notifications are separate
Pipeline access does not bring notifications with it. Being able to see an LO's files will not start sending you their document-upload or new-application alerts. Ask for those in the same ticket, listing the loan officers whose notifications you should receive.
Changing someone's role
Switching an existing user between roles — LOA to Admin, for example — cannot be done from your own admin portal, and you will not see an edit option on the user. Support makes the change. The user then signs in and updates their phone number and password under My Profile.