This role that sits at the intersection of day-to-day pipeline execution. You'll report directly to the VP of Mortgage Operations and serve as the primary point of contact for our third-party broker partners throughout the loan closing process, taking that responsibility off our Account Executives so they can stay focused on sales growth.
What You'll Do
Own the Broker Closing Experience
- Serve as the primary operational point of contact for third-party broker partners across the loan closing lifecycle
- Reduce AE dependence on loan-level operational support so they can stay focused on business development and partner relationships
- Maintain a high-touch, professional broker experience even when navigating complex or escalated loan scenarios
Lead Escalation Resolution
- Field escalations from the mortgage operations staff and provide compliant, timely solutions that protect both the borrower experience and company' regulatory standing
- Apply sound judgment to nuanced loan scenarios, balancing speed with risk
Drive Cross-Functional Alignment
- Translate operational feedback into actionable process improvements
- Champion communication between internal teams and external broker partners
What We're Looking For
- Demonstrated experience in mortgage operations, with deep familiarity with the closing process end-to-end
- A track record of managing broker or third-party partner relationships in a wholesale or correspondent lending environment
- Comfort operating at the intersection of compliance and customer experience. You know when to push and when to hold the line
- Strong communicator who can de-escalate, problem-solve, and follow through
- Process-minded with a bias for automation and efficiency. You don't just solve problems, you fix the conditions that created them
- Able to manage competing priorities in a quick-moving environment
- Experience with Encompass LOS is a plus