Customer Engagement Specialist – Mortgage Origination

Equity Resources, Inc

Customer Engagement Specialist for Equity Resources, Inc. handling mortgage loan origination calls and customer relations in a hybrid role based in Zanesville, OH.

Posted 7/10/2026full-timeZanesville • Ohio • 🇺🇸 United StatesJuniorWebsite

About the role

Key responsibilities & impact

build and maintain relationships with prequalified borrowers and past customers through proactive outreach to generate referrals, new applications, and future purchase or refinance opportunities
support pipeline development by engaging prospects, conducting consistent follow-up, identifying borrower needs, and coordinating consultations with Licensed Loan Officers
assist borrowers throughout the loan process by answering general questions, encouraging application completion, gathering required documentation, and providing status updates from pre-approval through closing
operate strictly within the scope of a non-licensed role by referring borrowers to Licensed Loan Officers for rate quotes, loan structuring, application completion, and other licensed mortgage activities
utilize Encompass loan origination system, Customer Relationship Management (CRM) platform, Microsoft Copilot, and other technology platforms to manage communications, maintain accurate loan records, document borrower interactions, and monitor pipeline activity
maintain ongoing contact with customers to strengthen relationships, solicit feedback, generate referrals, and identify opportunities to enhance the customer experience
track outreach efforts, pipeline activity, and performance metrics, providing accurate reporting and progress updates to management as requested
resolve customer concerns promptly while delivering exceptional service and supporting the Company's "Raving Fan Service" culture
achieve established outreach, engagement, and production goals while effectively managing borrower and internal stakeholder expectations
acquire and maintain knowledge of mortgage products, loan processes, underwriting guidelines, company procedures, and regulatory requirements through ongoing training and professional development
comply with all federal and state regulations, company policies, licensing and continuing education requirements, attend required meetings, and perform other duties as assigned

Requirements

What you’ll need

Bachelor's degree in Business, Finance, Administration, or a related field; or an equivalent combination of education and experience
1–3+ years of customer service, sales, contact center, or relationship management experience
Willingness and ability to pass the Nationwide Multistate Licensing System exam and possess good credit standing in order to become licensed
Ability to learn and apply mortgage products, lending guidelines, loan processing, underwriting, closing procedures, and applicable federal and state regulations
Proficiency in Microsoft Office applications, including Word, Excel, and Outlook; experience with Encompass or other mortgage loan origination systems preferred
Strong verbal and written communication skills, including a professional phone presence and the ability to effectively interact with customers, vendors, and colleagues at all levels
Comfortable spending a significant portion of the day on the phone engaging with customers and prospects
Demonstrated customer service, organizational, and teamwork skills, with the ability to manage multiple priorities and maintain attention to detail
Strong critical thinking, problem-solving, and decision-making abilities, with the capacity to work independently and exercise sound judgment
Self-motivated and driven to achieve goals in a fast-paced, performance-oriented environment. OFFICE HOURS: General business hours M-F to begin, with potential evening/weekend support as needed. Initial training will require office attendance; hybrid schedule available after training period

Benefits

Comp & perks

medical, dental, and vision insurance
401(k)
company-paid life insurance
Short and Long-Term Disability
Pet Insurance
company-supported training

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Loan ProcessingUnderwriting GuidelinesClosing ProceduresMicrosoft Office SuitePipeline ManagementPerformance Metrics TrackingDocumentation GatheringRegulatory ComplianceCustomer ServiceSales Experience

Soft Skills

Organizational SkillsTeamworkAttention To DetailSelf-MotivationCritical Thinking

Certifications

Bachelor's Degree In Business, Finance, Or AdministrationNationwide Multistate Licensing System Exam