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About the role
Key responsibilities & impact- Serve as the primary point of contact for borrowers throughout the loan process via phone, email, voicemail, and SMS/chat — maintaining a minimum average of 60–80 outbound calls per day
- Proactively manage a pipeline in a timely and accurate manner — conducting check in calls with borrowers, following up on outstanding items, and keeping notes, file statuses, and tasks always current in internal system- Tinman
- Handle borrower outreach for suspension and missing documentation — communicate clearly on what is needed, set expectations, and resolve ready-for closing blockers and quality control conditions
- Understand loan applications, automated underwriting systems (DU/LPA), and credit, income, and asset documents; prepare loans adequately for initial underwriting review.
- Collaborate with Internal teams like Title, HOA, and Homeowners Insurance to expedite required documents for loan processing; escalate internal and third-party delays proactively.
- Coordinate with Loan Consultants and Coordinators to determine file status, manage lock extensions, and support the Loan Coordinator throughout the loan process.
- Flag Internal system discrepancies, pipeline issues, or escalation needs to the assigned Coordinator or Team Lead proactively; always comply with corporate policies and regulatory requirements.
- Demonstrate initiative to identify process improvements and enhance the borrower experience; work collaboratively with the team and be open to coaching, feedback, and mentoring.
Requirements
What you’ll need- Prior real estate, mortgage, and/or insurance experience required; minimum 2–3 years preferred.
- Effective verbal and written communication skills in English — essential for daily borrower, lender, and internal team interactions.
- Proficiency in analyzing documents with meticulous attention to detail; focused and detail-oriented.
- Ability to multitask and prioritize competing priorities with tight deadlines in a fast paced environment.
- Problem-solving and critical thinking skills with initiative to suggest ideas for process and technology improvements.
- Team player passionate about helping teammates and providing the best possible experience for customers.
- Open to coaching, feedback, and mentoring.
- Willingness to perform repetitive job duties with a long-term goal of becoming a subject matter expert and/or potential for lateral/upward job movement.
Benefits
Comp & perks- Health insurance
- Flexible working hours
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Automated Underwriting SystemsLoan ApplicationsCredit AnalysisIncome DocumentationAsset DocumentationDetail OrientationMultitaskingTime Management
Soft Skills
Team PlayerInitiativeOpen to FeedbackCoachingMentoring