The Role

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 setting
Comfort operating at the intersection of compliance and customer experience. You know when to push and when to hold the line
Solid 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 fast-moving workplace
Experience with Encompass LOS is a plus

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