CrossCountry Mortgage, LLC

Administration

• Answer inbound phone calls coming into the Loan Support team and log the cases in the internal ticketing system accordingly.
• Provide daily loan level support for all company employees via an internal ticketing system, by answering inbound phone calls, email, and in-person questions for company systems and software.
• Provide guidance and troubleshooting assistance to Loan Officers, Loan Processors, Underwriters, and others on the usage of loan origination systems and services.
• Assist Loan Officers and Loan Processors in finding answers regarding loan eligibility and lending guidelines.
• Perform loan level administrative tasks within the loan origination system.
• Track tasks, activities, and time spent within the ticketing system.
• Collaborate among team members and work effectively in a team.

Loan Support Administrator

Executive Assistant

• Manage the branch calendar and schedule a variety of business meetings.
• Handle all phone and electronic communication.
• Arrange travel and reservations for out-of-town employees, as needed.
• Compose well-organized, structured and grammatically accurate memos and emails.
• Use various software applications to keep the entire team informed on clients and deals, such as spreadsheets and relational databases.
• Maintain constant contact with clients to ensure that the appropriate documentation is being submitted.
• Handle gifting programs for the branch.
• Manage and maintain all marketing plans for the branch; assist with special events planning.

Customer Support

• Provide daily loan support for all company employees via a ticketing system, inbound phone calls, email and in person for all company systems and software.
• Provide guidance and troubleshooting assistance to Loan Officers, Loan Processors, Underwriters and others on the usage of loan origination systems and services.
• Assist Loan Officers and Loan Processors in finding answers regarding loan eligibility and lending guidelines.
• Responsible for loan level administrative tasks within the loan origination system.
• Track tasks, activities and time spent within the ticketing system.
• Provide customer service in person, on the phone and via ticketing system.
• Collaborate among team members.

Loan Support Specialist

Content Writer

• Create, edit, and proofread effective and engaging company documents (SOPs, job aids, workflows, etc.).
• Collaborate with department leaders and subject matter experts to plan, design, create, test, and implement new workflows.
• Add clarity to complex topics and apply instructional design elements to training material.
• Prepare, review, and send company-wide communications.
• Create, edit, write, and proofread technical documentation.
• Provide oversight to ensure intranet content and company communications are up to date.
• Communicate regularly with internal departments and stakeholders.
• Continuously review operations content on company intranet.
• Attend project meetings to identify potential workflow needs.
• Conduct routine system testing and collaborate with managers to understand requirements.
• Work alongside subject matter experts to design and develop high quality training materials.
• Evaluate existing company training and make recommendations for revisions.

Mortgage Content Writer

Operations

• Collaborate with Corporate Support Managers to understand branch needs and develop plans to address them.
• Ensure the new branch onboarding process is followed by the designated Corporate Support Manager.
• Resolve branch complaints.
• Mentor and develop a department of Loan Support Specialists, Production Managers, Loan Support Specialists and Administrators.
• Participate in one-on-one meetings with branch managers or branch operations managers to improve workflow and resolve issues.
• Develop, review and recommend overall operational systems and procedures for the mortgage lending functions.
• Develop new methods and procedures to increase daily operations efficiencies.
• Manage projects for deployment of new systems and procedures and perform testing as needed.
• Maintain broad knowledge and thorough understanding of applicable federal, state and agency regulations and guidelines.
• Develop and maintain an effective organization through the selection, training, compensation, motivation and review of branch employees.
• Guide and direct employees to assist their professional development.
• Monitor daily, weekly and monthly production and compliance reports.
• Work closely with the Operations Initiatives team for workflow and system enhancements.

VP of Corporate Operations Support

Analyst

• Review and disposition of guideline exception requests.
• Ensure all guideline exception disposition terms (pricing hits, min rates, pricing caps, underwriting conditions) are accurately communicated and tracked within Encompass.
• Track and ensure consistency in exception disposition for a loan’s entire lifecycle, from scenario evaluation to file submission to underwriting.
• Monitor communications between sales, underwriting, secondary, and the exception desk to ensure adherence to SLAs; this includes daily/weekly reviews, reminders, and working with the team to prioritize requests.
• Develop and maintain a set of frequently asked questions and responses, which can be used to identify potential guideline clarifications and/or enhancements, and opportunities to better train sales and/or underwriting.
• Identify noteworthy guideline exceptions and collaborate with the marketing department and sales leadership to highlight these loans to the sales force.
• Document, maintain, and update exception desk policies and procedures as needed.
• Identify operational improvements to exception processes to better architect the desk for scalability and improved SLAs.
• Collaborate with product development team to ensure underwriting guidelines, including proprietary loan products, are maintained across multiple origination channels and have up to date information.
• Perform guideline gap analysis against competitor product offerings and identify areas of potential improvement.
• Assist in general exception administration and product development related tasks as needed.

Exception Desk Analyst

• Work with the applicable business units to offer areas of improvement, implement, manage, and maintain input forms, business rules, major releases, loan programs, eFolder settings, disclosures, HMDA support, investor suspense requests, DMI export, servicing transfers, warehouse data tapes, and archive loan strategy.
• Evaluate the Encompass system, CCM’s integrations and CCM’s business workflow to help drive change for process-flow improvement in the Encompass system and CCM’s integrations.
• Design and implement approved change requests by creating or enhancing Encompass settings, basic and advanced input forms, and basic and advanced business rules.
• Employ problem solving skills to understand, interpret, troubleshoot, and resolve issues relating to system functionality.
• Ensure deadlines are met and update the project management system.
• Remain up to date on key Encompass trends and methodologies.
• Remain up to date on forthcoming Ellie Mae initiatives.
• Work closely with the .Net Team, where applicable, on incoming requests.
• Ensure updates do not adversely affect the system.
• Work closely with the Product Manager, where applicable, on incoming requests.
• Work as an escalation point for general inquiries and troubleshooting requests from Support.

Support Administrator

Manager

• Provide customer service by communicating with borrowers to assist client(s) in understanding loan programs, costs, and various applicable loan documents
• Review and audit income, assets, run DU and verify credit documentation within mortgage file to ensure loan stability
• Review mortgage loan disclosure packages and deliver to borrower, including but not limited to rate disclosure and re-disclosure packages
• Assist in managing a pipeline consisting of Conventional, FHA, VA, and USDA loans, along with 203k, Jumbo, and reverse mortgage products
• Ensure structure of the loan presents the best program based on the borrower’s financial circumstances
• Review the file for any missing documentation that best supports approval
• Communicate loan program and costs with borrowers (license required for this duty to be performed.)
• Pre-underwrite items to help support approval of the loan (paystubs, credit reports, W2’s bank statements, court orders, etc.)
• Input feed for disclosures, present and set up loan to best fit borrower’s needs

Pre-Approval Manager

• Answer questions, assist with daily needs, and delegate loans to the Processing Team
• Act as an expert resource with a firm understanding of all aspects of the loan as it pertains to processing
• Assist in production as needed and provide exceptional customer service and file quality
• Work and report to the Operations Manager
• Respond to loan level and system questions with accuracy in a timely manner to Loan Processor Team
• Assist in employee development, coaching, and training
• Respond to e-mails and phone calls within company SLA requirements
• Communicate with vendors to obtain verification of employment, flood certificate, title commitment, and payoff information
• Verify vendor orders are completed and returned, and invoices are received and documented
• Perform thorough review and analysis of borrower credit, income and assets as required by loan program
• Determine required documentation and identify potential issues before underwriting review
• Review loans for compliance within RESPA, TIL, HMDA, Reg. B, etc.
• Prepare proper disclosures and redisclosures as required by regulations
• Assist closing, secondary, and servicing to obtain documentation needed to clear outstanding suspense items
• Perform other duties as required

Branch Processing Manager

Sales

• Support the Bryan, OH office of CrossCountry Mortgage
• Direct and manage the sales activities of the branch to ensure efficient customer service and quality loans
• Originate loans and generate quality loan production until department volume allows non-production management
• Recruit, manage, coach, and motivate a staff of outside loan officers to meet sales production goals and assure compliance
• Oversee a team of sales professionals; set and monitor goals, implement policies and procedures, and manage price protection
• Manage NOI, total revenue, and origination quality; analyze and review General Ledger and Profit and Loss Statements
• Establish referral partners in the market (e.g., realtors, builders, attorneys, financial advisors or CPAs)
• Identify partnership opportunities and develop business relationships
• Operate within Eastern Standard Time Zone working hours to support the East Coast region

Sales Manager

Affiliate Manager

• Deliver exceptional customer service from contract to closing by guiding borrowers through each step of the loan process
• Contact the borrower within 24 hours of file receipt to introduce the role, set expectations, outline next steps, and review the Uniform Residential Loan Application (Form 1003)
• Send introductory emails to buyer’s and seller’s agents for new purchase contracts, copying the Loan Officer
• Create and distribute personalized introductory and appreciation videos to enhance client engagement
• Distribute, review, and explain (via phone call) the Closing Disclosures to borrowers and correct errors before signature
• Notify Realtors and builders to coordinate closing and provide client support
• Draft and distribute closing notifications detailing date, time, location, required documents, cash-to-close, and remittance instructions
• Maintain a minimum 95% five-star rating on post-closing client satisfaction surveys
• Manage a pipeline of loans; participate in daily and weekly pipeline review meetings to track status and address bottlenecks
• Stay current on loan products and regulatory requirements to ensure accurate and compliant processing
• Review loan files to identify and notate items needed from the borrower within 24 hours prior to submission
• Communicate underwriting conditions to borrowers within 48 hours of receipt, providing verbal explanations and written condition lists
• Perform quality control review of final loan paperwork against checklists and compliance standards
• Submit loans to Underwriting at least 15 days before scheduled closing and deliver closing documents to Closing within 72 hours prior to closing
• Distribute weekly lender status updates to Realtors, Loan Officers, and Operations Managers
• Notify borrowers of key milestones and provide weekly status updates through scheduled phone calls and follow-up emails
• Conduct post-closing follow-up to congratulate, thank, gather feedback, and generate at least one client referral per transaction

Loan Partner II

Risk

• Oversee a pipeline of troubled construction mortgage projects that may be delayed, stalled, or at risk of not completing as expected
• Interface with borrowers to assess situations and collaborate with senior leadership on potential resolutions
• Engage with builders to address construction-specific issues and work with senior leadership to resolve project delays or issues
• Collaborate with borrowers and senior management to develop solutions for failed re-qualifications, expired loans requiring payoff, and other circumstances jeopardizing loan eligibility
• Act as a liaison between borrowers, builders, and senior management to address troubled projects
• Follow standard operating procedures, job aids, and resources when providing loan support
• Monitor an active pipeline of troubled loans requiring remediation and provide constant timely follow up
• Communicate progress to department managers and senior leadership by summarizing project details and providing timely updates
• Create and monitor reports to ensure pipeline management
• Engage and follow up with CCM outside legal counsel to ensure timely remediation of open cases and matters overseen by outside parties

Construction Risk Mitigation Specialist

Project Manager

• Manage all aspects of event project management, including timelines, budgets, task assignments, and deliverables
• Serve as the primary point of contact for assigned events, ensuring all stakeholders are aligned and informed
• Collaborate with internal teams, including Marketing, Creative, and Traffic, to deliver cohesive event experiences
• Oversee vendor management, contracts, and onsite logistics for events
• Identify and mitigate potential risks or issues to ensure smooth event execution
• Create and maintain detailed project plans and reports for tracking progress and communicating updates
• Conduct post-event evaluations to assess performance and identify areas for improvement
• Up to 50% travel is required for events.

Events Project Manager

• Position Overview: As a Corporate Support Manager for CrossCountry Mortgage LLC., you'll be responsible for the daily operations of the assigned territory of mortgage office staff and maintaining an efficient workflow for the branch's loan pipeline.
• Your experience running a mortgage office will be an asset to you as you provide compliance training and manage your team's industry knowledge and will help you to identify talented personnel during the interview process.
• Job Responsibilities: Understand assigned territory branch needs and develop plans to address them. Resolve branch complaints. Participate in one-on-one meetings with branch managers or branch operations managers to improve workflow and resolve issues. Monitor and follow up with branch employees to maintain the proper workflow. Ensure assigned branches comply with all corporate and regulatory policies and procedures. Develop, review, and recommend overall operational systems and procedures for the mortgage lending function. Develop new methods and procedures to increase operations efficiency. Manage projects for deployment of new systems and procedures. Maintain broad knowledge and thorough understanding of applicable federal, state and agency regulations and guidelines. Develop and maintain effective organization through the selection, training, compensation, motivation, and review of branch employees. Guide and direct employees to assist their professional development. Monitor daily, weekly, and monthly production and compliance reports.

Corporate Support Manager

Compliance

• The Senior Compliance Specialist ensures consistent, accurate, and timely compliance assistance to the CCM’s nationwide production staff and serves as a reliable source of information and support for other internal operations teams.
• The Compliance Manager is instrumental in maintaining the highest standards of regulatory compliance across CCM’s national footprint by identifying opportunities to enhance compliance support, training, and operational processes and working closely with stakeholders in other departments to ensure all teams have the compliance information and resources needed to operate effectively and within regulatory guidelines.
• This position operates within pacific time zone working hours to support the mountain and pacific region.
• Respond promptly and professionally to compliance inquiries from production staff and internal operations groups, ensuring clear, accurate, and actionable guidance that supports day-to-day business activities.
• Manage the department’s compliance support case management processes, ensuring all cases are handled efficiently, thoroughly, and in accordance with regulatory requirements and company policies.
• Serve as primary escalation point for complex compliance cases, providing direct support and solutions to team members and staff to resolve issues and ensure compliance.
• Operate as the resident TRID expert, offering practical, up-to-date guidance on the Rule’s requirements and implementation, and providing clarity on other regulatory topics as needed.
• Analyze trends in compliance cases, audits, monitoring, and consumer complaints to identify opportunities to enhance support, training, and operational processes—ensuring consistent and reliable compliance across the organization.
• Contribute to examinations, audits, and monitoring activities by preparing clear narratives, drafting responses, and conducting root cause analysis to address identified issues and support continuous improvement.
• Document emerging compliance risks, conduct research, recommend corrective actions, and participate in user acceptance testing (UAT) and validation to ensure effective risk mitigation.
• Prepare concise written reports and presentations to communicate compliance findings, trends, and recommendations to executive and senior management.
• Work closely with stakeholders in other departments to ensure all teams have the compliance information and resources they need to operate effectively and within regulatory guidelines.
• Continuously update knowledge of relevant federal and state regulations by reviewing bulletins, circulars, and other regulatory communications, and promptly disseminate critical updates to staff.
• Assist with special projects and any additional tasks assigned by Senior Management, always with a focus on supporting the company’s compliance needs.
• Qualifications and Skills: Bachelor’s degree and/or equivalent combination of education and related experience. 5 years of experience supporting compliance or operations functions in the mortgage industry, including at least 3 years in risk management, compliance, or production support. Experience with Encompass, Mavent, JIRA, and Salesforce, preferred. Deep understanding of federal and state mortgage lending regulations (e.g., Dodd-Frank, QM/ATR, RESPA, TILA, ECOA, HMDA, GLBA, Fair Lending, UDAAP, SAFE Act). In-depth knowledge of the mortgage loan manufacturing process (origination, processing, underwriting, closing, QA). Expertise in TRID compliance: disclosure requirements, consumer protection timing requirements, loan fee and APR tolerance concepts, etc. Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook). Excellent communication skills, to explain complex compliance topics clearly and professionally. Excellent organizational, project management, and time management skills. Demonstrated skill in providing reliable, consistent, and high-quality compliance support. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.