CrossCountry Mortgage, LLC

Affiliate Manager

• Take all incoming calls to the team line.
• Conduct 30-, 60-, and 90-day follow-up calls for all closed loans.
• Conduct bi-weekly check-ins with pre-approved clients.
• Assist in collecting, uploading, and labeling documentation.
• Assist with basic application setup.
• Trigger and manage CRM automations.
• Available to work varied hours, including overtime, as needed.

Loan Partner

• Schedule all loan officer appointments, including new leads and additional appointments for the Branch Manager.
• Take all incoming calls.
• Assist Loan Partner II (Loan Processor) with clerical tasks, such as copying and faxing documents.
• Schedule regular weekly face-to-face meetings based on branch metrics and operations.
• Meet branch objectives specific to pre-qualifications and pre-approvals.
• Attend branch events to assist Loan Officer in building clientele.
• Complete and maintain branch-assigned checklists, files, analysis within allotted branch deadlines.
• Available to work varying hours and overtime if needed.

• Serve as Primary contact and liaison between clients, Branch Manager, Branch Sales Manager and/or assigned Loan Originator(s)
• Contact all borrower(s) within 24 hours after the LO appointment, fully review the loan applications and other documents with borrowers and effectively communicate all pre-approval parameters to borrowers
• Request and review the cash, credit, and income qualifications of all borrowers
• Review documentation received within 24 hours of receipt for discrepancies, omissions, verified income calculation, asset verification and Encompass updates based on verified information; immediately notify Loan Originators when any discrepancies are found on documentation
• Track all requested documents in Encompass
• Communicate any red flags or major potential issues to the LO or Team Captain (if applicable) and Realtor partner and ensure understanding of all required conditions before contacting borrowers or third parties
• Meet deadlines (loan documents to title 3 days before closing) while maintaining multiple assignments/projects
• Handle all payment scenario requests
• Accurately pre-approve all borrowers and supplement the pre-approval letter with any pertinent documents (i.e., Pre-Approval Addendum, completed All About You form, etc.)
• Rush pre-approval requests when necessary
• Provide a courtesy phone call to the referring Realtor within 24 hours of issuance, ensuring they fully understand any important details of the pre-approval
• Communicate effectively to all respective Realtor partners with updates as needed
• Accurately onboard all newly received contracts for Rate Lock consultation
• Expeditiously submit and disclose the loan application to remain TRID compliant
• Provide outstanding Borrower Tuesday Updates, Pre-Closing, and Funding Calls (if applicable)
• Ensure 95% of all loans close on time with a mandatory daily gauge check to address choke points
• Attend weekly pipeline calls to handle 95% of all loan problems before escalating to the LO and ensure all required time-to-task objectives are met
• Provide excellent customer service both internally and externally
• Available to work varying hours and overtime if needed

Operations

• Act as the primary liaison during testing phases between the technology team, internal stakeholders, and third-party vendors
• Ensure quality assurance during the implementation of technical updates
• Identify issues and ensure successful deployment of solutions that align with business needs and user expectations
• Serve as the main point of contact for all testing-related communications
• Prepare test plans for assigned technical updates to ensure alignment with project goals
• Create test cases for all relevant scenarios to validate system functionality
• Prepare User Acceptance Testing (UAT) Form summarizing testing results, issues found, and recommendations for improvements
• Complete User Acceptance Testing (UAT) within Service Level Agreements (SLA)
• Identify, document, and track defects, issues, and enhancement requests using JIRA
• Work closely with stakeholders and cross-functional teams to gather feedback
• Provide regular status updates to project managers and stakeholders regarding testing progress and outcomes
• Participate in meetings with cross-functional teams to align on project goals and timelines
• Assess the impact of changes and create communications for the company
• Collaborate with the training department on company announcements, SOPs, and workflows
• Demonstrate updates and communications on calls; present and participate in meetings as needed
• Validate implemented changes in production
• Work with operations departments to identify opportunities for improvement of processes
• Assist with providing materials and documents for audits and reviews
• Perform other duties as assigned

Operations Solutions UAT Specialist

Administration

• Manage and maintain the residential construction and renovation loan disbursement process
• Transfer loans from loan origination system to draw administration system
• Assemble draw packages
• Track lien releases and/or sworn statements
• Monitor each line item in the project budget by utilizing spreadsheets and systems
• Order and coordinate inspections (internal and external)
• Order title updates, verify lien position, and order surveys as required
• Maintain tracking logs on projects, draw status, outstanding or incomplete work
• Update notes with any communication and status within draw system
• Communicate with the contractor, borrower, loan originator, and others with the status and results of construction draws
• Disburse draws within allotted timeframes set by agency and lender
• Review construction contracts and renovation bids
• Perform required checks on contractors; review contractors and builders per lender vetting process
• Maintain contractor and builder acceptance lists
• Monitor builders risk insurance during renovation and construction of property to convert to HOI
• Performs such other duties as required

Draw Administrator

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 – Non-QM

Underwriter

• Ability to underwrite conventional and government loans (FHA, VA).
• Maintain and report underwriter bonus.
• Provide guidance and solutions to underwriting team and branches for complex underwriting scenarios and escalations.
• Assist in special projects and training as designated by underwriting management.
• Communicate with branches on escalations and escalated scenarios.
• Perform second level reviews as designated by senior underwriting management.
• Work with underwriting team to maintain standard service level agreements.
• Monitor underwriting pipeline to ensure productivity and adherence to set SLAs.
• Provide mentoring and coaching to underwriting staff as identified or required by senior management.
• Utilize problem solving, judgement, knowledge, and experience to effectively remedy loan level issues.
• Manage department reports.
• Manage a team consisting of approximately five to ten individuals.
• Communicate effectively with operations and sales staff to maintain a high level of customer service via phone and email.
• Perform other related duties as assigned by management.

VP of Non-QM Underwriting – West Coast

• Review and complete various escalations needing Second Level Reviews by the VPs of underwriting, including loan level escalations as tracked in the Escalations Airtable, assistance with escalations from quality reporting findings, escalations involving fraud review, exception requests or any other situations that may arise requiring escalation on a daily, weekly, or monthly basis.
• Communicate decisions to the VP of underwriting and provide detail into the decision-making process.
• Hold mandatory daily team calls with all VPs to discuss and review any Second Level Review (SLR) Escalations, having reviewed the escalation prior to the call and providing thorough feedback.
• Perform weekly spot checks of the VPs escalation reviews not sent to SLR, maintaining notes for each spot check and any clarification/correction in decision making.
• Pull monthly reports of all escalations, their outcomes etc. to review with the SVP of Agency Underwriting and the VPs.
• Grow the Agency Underwriting Scenario Team and communicate clarifications, agency insight, post-closing issues, etc. to the manager and/or team to ensure consistency with the underwriting department and CCM’s appetite for risk.
• Ensure the Agency Underwriting Scenario Team manager is managing the team to meet SLA’s, staffed appropriately, and conducting weekly team meetings.
• Ensure Agency Underwriting Scenario Team manager is completing bi-weekly spot checks on the answers the team is providing, reviewing the feedback given, and maintaining a monthly log of all production to share with the NVP as needed.
• Include the Agency Underwriting Scenario Team manager in all applicable underwriting meetings, RUM meetings and participate at least once a month in the Scenario Team meetings.
• Manage, re-vet, update, and publish the “Agency Questions Log” in Airtable and on the Underwriting page of the Landing at least once per month.
• Ensure the VPs are appropriately managing the Red Loan Report and the Reg B pipeline; follow up and address any loans that fall out of SLA.
• Communicate specific changes or updates regarding Credit Policy to the Branch and/or Operations by speaking during applicable sales or operations meetings as required.
• Conduct existing branch calls as needed (daily, weekly, monthly)

NVP of Agency Underwriting – West Coast

• Review and complete various escalations needing Second Level Reviews by the VPs of underwriting.
• Communicate decisions to the VP of underwriting and provide detail into the decision-making process.
• Hold mandatory daily team calls with all VPs to discuss and review any Second Level Review (SLR) Escalations.
• Perform weekly spot checks of the VPs escalation reviews not sent to SLR.
• Pull monthly reports of all escalations and their outcomes to review with the SVP of Agency Underwriting and the VPs.
• Grow the Agency Underwriting Scenario Team and communicate clarifications to the manager.
• Manage, re-vet, update, and publish the “Agency Questions Log” in Airtable and on the Underwriting page.

NVP of Agency Underwriting – East Coast

• Underwrite conventional and government loans (FHA, VA).
• Maintain and report underwriter bonus.
• Provide guidance and solutions to the underwriting team and branches for complex underwriting scenarios and escalations.
• Assist in special projects and training as designated by management.
• Communicate with branches on escalations and escalated scenarios.
• Perform second level reviews as designated by senior management.
• Work with underwriting team to maintain standard service level agreements.
• Monitor underwriting pipeline to ensure productivity and adherence to set SLAs.
• Provide mentoring and coaching to underwriting staff as identified or required by senior management.
• Utilize problem solving, judgement, knowledge, and experience to effectively remedy loan level issues.
• Manage department reports.
• Communicate effectively with operations and sales staff to maintain a high level of customer service via phone and email.
• Perform other related duties as assigned by management.

SVP, Agency Underwriting

VP of Non-Agency Underwriting – East Coast

General Counsel

• Provide legal analysis and advice on federal and state mortgage lending laws and regulations, ensuring the company operates in compliance
• Lead and support regulatory change management, including monitoring legal developments, interpreting requirements, and advising on implementation strategies across impacted business areas
• Collaborate as legal counsel for new and expanded business initiatives, products, and lines of business, including assessing regulatory risk and structuring compliant solutions
• Conduct in-depth legal research and deliver clear, actionable guidance to business and compliance stakeholders
• Partner with Senior Regulatory Counsel, and cross-functional teams (including Compliance, Operations, Product, and Technology) to develop practical, business-oriented solutions to regulatory challenges
• Translate legal and regulatory requirements into operational controls within loan origination systems (e.g., Encompass) and compliance tools (e.g., Mavent)
• Develop and maintain internal compliance resources, including guidance materials such as a Mavent Compliance Guide
• Draft, review, and update policies and procedures to reflect regulatory changes, new products, and evolving business practices
• Identify regulatory risks and compliance gaps and recommend mitigation strategies and process improvements
• Support internal audits, examinations, and regulatory inquiries, including preparing responses and documentation as needed

Regulatory Counsel

Account Manager

• Serve as the main point of contact for a select, top tier performing loan officers.
• Build and nurture meaningful relationships with loan officers to understand their needs, goals and preferences.
• Create processes and guides to enhance team efficiency and support team growth.
• Effectively understand and communicate brand strategy and consumer targeting to ensure all integrated marketing efforts align with the account strategies.
• Create and deliver custom strategic marketing campaigns targeted at driving leads and brand recognition to clients including conception, creative and media plan development, management, and measurement.
• Oversee management of marketing programs, events, sponsorships, and related activities that accurately deliver CCM’s marketing strategy and overall business strategy for assigned clients.
• Prioritize and manage several tasks simultaneously to exceed client expectations and deadlines across multiple projects; deliver prompt and effective solutions to client issues and requests, ensuring exceptional satisfaction and retention across assigned accounts.
• Act as a subject matter expert for all marketing initiatives including paid social, digital, OOH, traditional, etc.
• Act as the liaison for the loan officer(s) across all internal marketing teams as well as the conduit to all support groups throughout the entire CCM organization.
• Assist in managing clients’ budget, including forecasting, review, and reconciliation.

VIP Account Manager

Product Manager

• Define and build consumer facing web-based products and improve and maintain internally used web-applications.
• Lead product feature development using the Agile process by working closely with the engineering and business operations teams.
• Develop wireframes to define user experiences and collaborate with the creative team to develop high-quality user interfaces.
• Create product feature requirements and collaborate with the engineers to develop these features.
• Conceptualize on new tests and experiences and investigate processes to build efficient internal tools; iterate continuously with clear metrics.
• Optimize customer experience, define tests, and lead the full execution of the tests.
• Coordinate meetings and maintain the backlog with input from internal stakeholders, partners, and engineers.
• Lead backlog meetings with development teams and regularly update partners.
• Lead product roadmaps and drive roadmap items to completion.
• Lead teams and cross functional groups to pitch ideas, collaborating with the team to implement.
• Conduct user and competition research to create product improvement ideas.
• Participate in team retrospectives to support high-performance teams.
• Maintain a working knowledge of consumer journey mapping.

Senior Product Manager

• Provide individual Underwriter coaching, mentoring, and training on the expectations, processes, guidelines, system work (Encompass), etc., escalating questions as needed for clarification.
• Serve as the primary point of contact for all questions, clarification, and instruction for Underwriters.
• Ensure Underwriters understand, apply, and grow their knowledge base of guidelines, processes, and procedures at CCM.
• Complete CTC reviews until Underwriters have earned lending authority.
• Review the CR Lending Authority, ACES, Denial, Suspense, Failed, and 2nd Tier Review Pipeline reports daily.
• Provide valid findings, training, and coaching issues weekly to the VP.
• Complete at least 2 spot reviews per week on files not reviewed by another department/team (i.e. QC, CRUM, etc.).
• Assist with the review of reports and findings regarding Underwriter quality as needed.
• Manage the pipeline making sure loans for all areas are within SLA, and all loans placed in any external Underwriter status are for no more than 24 hours (for branch rebuttal, 72 hours).
• Communicate all load balancing, designated underwriting assignments, and rush/priority reviews (VIP, Transition, etc.) to the Production Coordinators.
• Assist with loan level production (underwriting, clearing conditions) based on staffing/volume needs.
• Review and complete non-health/safety escrow holdbacks.
• Review loan scenarios as needed/required.
• Review post-closing/credit risk findings to identify and determine training needs.
• Conduct new branch welcome calls and existing branch calls as needed (daily, weekly, monthly).
• Report on Underwriter final bonus numbers; communicate to the VP.
• Interview prospective Underwriters for hire.
• Review and approve timecards and PTO requests.
• Attend weekly meetings with the VP and Monthly National Underwriting department calls conducted by the SVP of Underwriting; hold bi-weekly team meetings with direct reports.

Loan Partner

Loan Partner

Loan Partner

Operations Solutions UAT Specialist

Draw Administrator

Exception Desk Analyst – Non-QM

VP of Non-QM Underwriting – West Coast

NVP of Agency Underwriting – West Coast

NVP of Agency Underwriting – East Coast

SVP, Agency Underwriting

VP of Non-Agency Underwriting – East Coast

Regulatory Counsel

VIP Account Manager

Senior Product Manager

Regional Underwriting Manager – Agency