Under limited supervision, follows established written risk, compliance and regulatory requirements to process VA and Conventional mortgage loans, both purchase and refinance within a service level objective requirement
Based on predetermined requirements, assesses, and grants or rejects mortgage applications
Manages a pipeline of member calls for mortgage products; conducts daily phone calls and manages voicemail/email correspondence
Partners closely with Processors, Underwriters and Closers to deliver on the mortgage products within a specified period of time
Responds to member and third-party phone calls to keep appropriate parties informed of loan status
Stays updated on compliance and regulatory requirements and identifies and manages existing and emerging risks that stem from business activities; ensures risks associated with business activities are effectively measured, monitored, and controlled
Develops and maintains successful partnerships with Real Estate Agents
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

High School Diploma or General Equivalency Diploma required
1–2 years of experience as a Loan Officer or in a comparable sales role
Acquisition and maintenance of applicable licenses/state registrations as required
Experience driving mortgage sales in a fast-paced, high-volume contact center
2+ years of sales and/or high-volume contact center experience
Active or prior NMLS license/registration
US military experience through military service or a military spouse/domestic partner
Proven success in a high-volume, metrics-driven call center environment (e.g., conversion, call quality, adherence, sales goals)
Experience managing inbound and outbound loan inquiries in a call center, including application intake, pre-qualification, and funding support
Background in a bank, credit union, or lending contact center, with working knowledge of mortgage products and regulatory requirements
Strong consultative sales skills in a call center setting, with the ability to educate customers while balancing customer experience and production goals
Proficiency with LOS, CRM systems, and call center technologies

Mortgage Loan Officer – Contact Center

Key skills