CrossCountry Mortgage, LLC

Operations

• Monitor and manage inbound lead channels, including shared sales inboxes, web submissions, referral sources, broker applications, and other lead entry points
• Support Loan Officers by reviewing incoming opportunities, assigning leads, gathering initial information, and ensuring timely follow-up
• Assist with lead qualification and maintain strong response times across the sales organization
• Partner with referral teams and business development personnel to support referral volume, relationship management, and operational execution
• Assist borrowers, brokers, and referral partners with application completion, document collection, and loan submission requirements
• Review applications for completeness and quality before processing and underwriting handoff
• Monitor pipeline activity and identify stalled files, missing documentation, and opportunities to improve lead-to-application conversion
• Track and report on lead flow, application quality, conversion rates, turn times, and other key performance indicators
• Analyze pipeline data and recommend improvements to operational efficiency, customer experience, and funding outcomes
• Serve as first point of contact for LendingWise and related technology troubleshooting
• Escalate complex system issues and coordinate resolution with internal technology teams and third-party vendors
• Support configuration, testing, implementation, and maintenance within LendingWise and related platforms
• Assist with business requirement gathering, process documentation, user acceptance testing, and operational change management
• Develop and maintain reports, dashboards, workflows, procedures, and training materials
• Partner with Sales, Processing, Underwriting, Closing, and Servicing teams to ensure accurate and efficient loan progression
• Identify opportunities for automation, workflow enhancements, and system improvements
• Stay current on Business Purpose Lending products, LendingWise functionality, industry trends, and best operational practices

Analyst, BPL Lending Platform Operations

Loan Originator

• Source mortgage leads
• Build business relationships with real estate agents and other lead sources
• Analyze potential loan markets and develop referral networks to locate loan prospects
• Market CCM products and services to individuals and firms
• Meet with applicants, obtain loan application information, and answer process questions
• Analyze applicants’ financial status, credit, and property evaluations to determine loan feasibility
• Explain loan types, credit options, and service terms to customers
• Generate complete loan applications and corresponding documentation
• Inform applicants of additional requirements and improve applications and documentation
• Answer customer questions and respond to requests
• Handle and resolve customer complaints
• Own communication with real estate agents or referral sources
• Confer with processing and underwriting to resolve mortgage application problems
• Maintain job knowledge through education, professional publications, personal networks, and professional organizations
• Participate in mortgage sales activities, including closings, open houses, CCM seminars/trainings, and other lead-generating activities

General Counsel

• Provide legal analysis and advice on federal and state mortgage lending laws and regulations
• Lead and support regulatory change management by monitoring legal developments, interpreting requirements, and advising on implementation strategies
• Advise on new and expanded business initiatives, products, and lines of business
• Assess regulatory risk and structure compliant solutions
• Conduct legal research and deliver actionable guidance to business and compliance stakeholders
• Partner with Senior Regulatory Counsel and Compliance, Operations, Product, and Technology teams
• Translate legal and regulatory requirements into operational controls within loan origination and compliance systems
• Develop and maintain internal compliance resources, including a Mavent Compliance Guide
• Draft, review, and update policies and procedures
• Identify regulatory risks and compliance gaps and recommend mitigation strategies and process improvements
• Support internal audits, examinations, and regulatory inquiries by preparing responses and documentation

Regulatory Counsel

General

• Monitor a suspended closed loan pipeline requiring shipment of CEMA and Cooperative loan files
• Review CEMA and CO-OP documentation for accuracy
• Complete data input for issuance of CEMA/CO-OP documents
• Identify and obtain missing items required for CEMA or CO-OP collateral packages
• Document missing items in the LOS system and related correspondence
• Assemble and ship CEMA and CO-OP collateral packages to investors
• Ship documents from remote post-closing staff to clients as needed
• Coordinate with settlement agents to obtain signatures and return documents for filing
• Document receipt and shipment of collateral packages and image documentation into the LOS system
• Handle calls with clients and third parties regarding post-closing items
• Liaise between the Post Closing Department and internal partners
• Process collateral released from the custodian for refinance transactions
• Assist the Closing Department with company-signed documents needed for recording
• Prepare assignments and arrange execution and notarization for recording
• Meet daily production goals and internal SLA timelines
• Maintain customer confidence through quality service and confidentiality
• Research and provide information to investors and servicers
• Notarize documents as needed

Post Closing CEMA/COOP Specialist

Administration

• Answer inbound phone calls to the Loan Support team and log cases in the internal ticketing system
• Provide daily loan-level support to company employees through the ticketing system, phone, email, and in-person questions
• Provide guidance and troubleshooting for Loan Officers, Loan Processors, Underwriters, and others using loan origination systems and services
• Assist Loan Officers and Loan Processors with loan eligibility and lending guideline questions
• Perform loan-level administrative tasks within the loan origination system
• Track tasks, activities, and time spent in the ticketing system
• Collaborate with team members and work effectively as part of a team
• Collaborate with subject matter experts in Underwriting, Closing, Secondary, Compliance, IT, and other departments

Loan Support Administrator

Loan Processor

• Review and analyze borrowers’ credit, employment, income, and assets before underwriting submission
• Assemble complete loan packages in proper underwriting order
• Verify required documentation and complete loan checklists
• Verify application completeness and accuracy and identify potential underwriting issues
• Prepare loan approval summaries, Forms 1008 and 1003, and verify document accuracy
• Communicate with loan originators, customers, and underwriters to obtain required documentation
• Review loans for compliance with mortgage regulations and prepare required disclosures
• Obtain property surveys, flood certificates, title commitments, and payoff information from vendors
• Verify vendor orders, invoices, and applicant e-file documentation
• Manage the loan pipeline and submit reports within turnaround times
• Assist with loan setup
• Document loan-application communications in the conversation log
• Train and help supervise new loan processors and other processing personnel
• Assist closing, secondary marketing, and loan servicing with clearing investor suspense items

Senior Loan Processor

Customer Support

• Provide daily loan support to company employees through a ticketing system, inbound phone calls, email, and in-person channels
• Guide and troubleshoot Loan Officers, Loan Processors, Underwriters, and others on loan origination systems and services
• Assist Loan Officers and Loan Processors with loan eligibility and lending guideline questions
• Perform loan-level administrative tasks within the loan origination system
• Track tasks, activities, and time spent in the ticketing system
• Provide customer service in person, by phone, and through the ticketing system
• Collaborate with team members and subject matter experts in Underwriting, Closing, Secondary, Compliance, IT, and other departments
• Create procedures for leveraging support resources and develop self-help documentation and resources

Loan Support Specialist

QA Engineer

• Evaluate loan origination system functionality and workflows to help confirm that regulatory requirements, internal policies, and business rules are accurately reflected in system behavior.
• Review regulatory requirements and change summaries and determine how those requirements should appear in the LOS, including expected rules, fields, workflows, and outputs.
• Take ownership of assigned issues by interpreting requirements, defining expected system behavior, validating implementation, and escalating to the Compliance SME or Legal only when requirements are ambiguous, high risk, or involve complex cross functional considerations.
• Design and execute tests based on regulatory requirements, system design documents, or high-level guidance, not only pre-written test scripts.
• Run structured test scripts provided by Compliance and expand testing as needed to cover scenarios, edge cases, and related behaviors that may impact compliance.
• Perform exploratory testing when results are unexpected or incomplete, investigating related issues and adjacent functionality rather than stopping at the first identified defect.
• Document testing results clearly and thoroughly so reviewers can understand exactly what passed, what failed, and what behavior was observed.
• Prepare testing work product that includes scenario descriptions, steps taken, screenshots, data used, and clear pass/fail conclusions.
• Log questions, exceptions, and potential issues that arise during testing and work with Compliance, Legal, Technology, and Operations stakeholders to obtain answers and validate findings.
• Help recommend next steps or potential solutions for confirmed issues, based on understanding of regulatory requirements and system behavior.
• Retest impacted areas when configurations change, rules are updated, or annual regulatory updates occur, ensuring prior issues are resolved and new issues are identified.
• Maintain organized testing evidence, issue logs, and trackers so that testing activities are traceable and audit ready.
• Communicate testing status, key findings, and open questions in a clear and concise manner to Compliance and project leads.
• Collaborate with cross-functional partners to clarify expected behavior, understand impact of defects, and support timely remediation.

Compliance Systems QA Analyst

• Support compliance-related system and process initiatives by providing legal interpretation, guidance, and review of mortgage regulatory requirements.
• Serve as the primary legal resource for fees, disclosure, document, and document-vendor matters by interpreting applicable federal and state mortgage regulations and providing guidance on fee treatment, disclosure timing and content, document triggers and packages, and related workflow requirements.
• Conduct legal research and analysis on mortgage regulatory questions, including questions outside the fee and disclosure lane, as assigned.
• Turn legal requirements into practical guidance and decision points that Compliance, QA, Technology, and business teams can use for requirements, testing, and implementation.
• Review and approve regulatory requirements, interpretations, and legal positions prepared by Compliance or other stakeholders before implementation where appropriate.
• Evaluate whether proposed system configurations, document logic, disclosures, workflows, and related outputs satisfy regulatory requirements and internal legal interpretations.
• Review testing results, issue findings, and supporting evidence to determine whether observed system behavior or document output meets legal and regulatory expectations.
• Determine pass/fail conclusions, identify follow-up legal questions, and clarify when requirement changes, additional testing, or configuration updates are needed.
• Partner with Technology, Operations, Compliance, and external vendors to help resolve questions related to legal requirements, system behavior, and document generation or delivery.
• Support implementation and ongoing maintenance of document-vendor related legal requirements, including review of how disclosures and documents are generated, triggered, or populated within the loan origination system.
• Document legal interpretations, decisions, issue resolutions, and review conclusions in a clear and organized manner to support implementation, audit, examination, and internal review needs.
• Provide timely legal input on open issues, exceptions, and questions so that compliance-related workstreams can continue to move forward.
• Identify emerging legal issues, gaps, or inconsistencies in requirements, documentation, testing, or system behavior and communicate needed action to stakeholders.

Mortgage Regulatory Counsel

Systems Engineer

• Support compliance-related system and process initiatives as the day-to-day subject matter resource for assigned regulatory areas.
• Evaluate regulatory requirements, conduct first-pass research and analysis, and help design requirements.
• Support the implementation of compliance-related changes.
• Serve as a compliance subject-matter expert for designated LOS functionality.
• Own assigned compliance-related changes from initial analysis through implementation and validation.
• Document requirements, interpretations, decisions, findings, and implementation outcomes.

Senior Compliance Systems Analyst

• Communicate with various companies to obtain vendor information including, but not limited to, verification of employment, flood certificate, title commitment, and payoff information; verify vendor orders are completed and returned, and invoices are received and documented
• Perform a thorough review and analysis of borrower’s credit, income, and assets as required by loan program before submitting the file to underwriting
• Obtain a complete loan package before submitting to underwriting; verify all required documentation in the file is complete and accurate and identify any potential issues that may arise before submitting to underwriting (pre-underwrite)
• Prepare a loan approval summary for missing documentation before submitting to underwriting for Loan Officer/Branch Manager to review; deliver completely documented file to the underwriter which is ready for approval or denial
• Communicate directly with the customer in writing and by telephone to obtain missing documentation required for the loan as needed
• Review loans for compliance within RESPA, TIL, HMDA, Reg. B, etc. (all mortgage related regulations)
• Prepare proper disclosures and re-disclosures as required by regulations
• Complete required loan submission, re-submission, and closing checklists
• Manage pipeline within allotted turn times
• Document all communication related to the loan application in the LOS system’s conversation log
• Assist closing, secondary, and servicing to obtain documentation needed to clear outstanding suspense items for personal loans worked on and/or loans worked on from other transition team members
• Performs such other duties as required.
• Available to work varying hours and overtime if needed.

Construction Loan Processor

Loan Officer Assistant

• Schedule all loan officer appointments, including new leads and additional appointments for the Branch Manager.
• Take all incoming calls.
• Assist 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.

Sales

• Deliver an exceptional borrower experience by supporting the mortgage loan process from initial prequalification through closing
• Perform income and financial analysis
• Prepare and issue required loan disclosures
• Review documentation for completeness and accuracy
• Coordinate the timely submission of loan files to processing
• Manage a pipeline of loans, monitor milestones and outstanding conditions
• Serve as a key point of contact for borrowers and business partners throughout the loan process
• Assist with borrower prequalification and collection of initial loan documentation
• Calculate and analyze borrower income to determine loan eligibility
• Run Desktop Underwriter (DU) and review findings for accuracy and completeness
• Schedule and coordinate communications with borrowers, real estate agents, referral partners, and other stakeholders on behalf of the Branch Manager
• Support the loan process from contract through closing, ensuring established milestones are met
• Review mortgage loan applications, disclosures, supporting documentation, and loan files for completeness, accuracy, and compliance
• Create and distribute disclosure, re-disclosure, appraisal, and property valuation packages
• Communicate with borrowers and other parties to obtain, clarify, and follow up on required information and documentation
• Monitor and manage the loan pipeline by tracking outstanding conditions, documentation, and loan milestones to support timely processing and closing
• Identify missing or deficient loan file documentation and communicate findings to the Loan Officer and/or Loan Processor for resolution
• Coordinate with borrowers, title companies, processors, underwriters, and other stakeholders to facilitate smooth loan closings
• Maintain accurate loan records and ensure compliance with CCM policies and applicable regulatory requirements
• Provide administrative, operational, clerical, and customer service support to Branch Managers and lending staff as needed
• Collaborate with management and team members to support various stages of the mortgage origination and processing workflow
• Assist in managing a pipeline that may include conventional, non-QM, FHA, VA, USDA, renovation, and reverse mortgage loan products

Mortgage Sales Associate

Onboarding Specialist

• Travel to CCM branches to equip staff with the necessary marketing tools, knowledge, and training to drive adoption and operational excellence across the organization.
• Gather all necessary details, specs, etc. for marketing projects and campaigns from clients to assist project teams; manage flow of information between clients and project teams.
• Use Salesforce and ClickUp to manage projects and assignments.
• Foster positive partnerships with clients by providing regular updates and progress reports and resolving client issues and complaints.
• Lead onboarding orientation calls for branches and corporate individuals.
• Follow CCM’s Roadmap for onboarding journeys to accelerate the engagement of new hires.
• Encourage new hires to engage with CCM’s automated and custom marketing solutions and platforms to support revenue growth and profitability.
• Stay up to date with marketing’s offerings and present new products and services to members to gain more adoption.
• Assist clients in expressing their needs to project teams to ensure positive outcomes.
• “Sell” marketing services to clients.
• Conduct onsite marketing trainings at CCM branches to actively drive awareness and increase adoption of marketing offerings.
• Interact and communicate across a variety of stakeholder groups including technical subject matter experts, C-suite, branch, and business VPs.
• Other duties as assigned.

Marketing Account Manager – Onboarding

• Review executed cooperative loan closing packages for completeness and accuracy, including recognition agreements, proprietary lease and stock certificate documentation, UCC‑1 financing statements, and cooperative assignments and applicable riders.
• Confirm compliance with cooperative corporation requirements, managing agent instructions, and investor guidelines.
• Track, follow up, and cure missing or defective cooperative-specific trailing documents.
• Review and process executed CEMA packages to ensure the accuracy of the Consolidation, Extension, and Modification Agreement, prior note and mortgage references, and all related gap mortgages, assignments, and satisfactions.
• Coordinate with settlement agents, recording offices, and title companies to ensure correct recording order, proper indexing, and the timely return of recorded instruments.
• Identify and resolve recording rejections, document discrepancies, or title defects impacting the CEMA structure.
• Actively manage a dedicated pipeline of cooperative and CEMA loans.
• Obtain, review, and submit all required trailing documents within investor timelines, including recorded mortgages and CEMAs, assignments and satisfactions, and UCC filings and amendments.
• Upload documents to loan onboarding and document management systems with accurate indexing and metadata.
• Prepare complete final document packages for investor delivery.
• Respond to investor inquiries and document exceptions related to cooperative and CEMA loans.
• Escalate aged items, title defects, or complex issues to the Team Lead or Manager with recommended resolutions.
• Partner with closing, title, and servicing teams to resolve post-closing issues efficiently.
• Ensure adherence to investor guidelines, state and local recording requirements, and internal post‑closing policies and procedures.
• Maintain audit-ready loan files with clear documentation trails.
• Participate in quality control reviews and remediation efforts as needed.