Digital Mortgage Loan Officer Associate

PenFed is hiring a hybrid Digital MLO Associate at our Irving, Texas Service Center. The primary purpose of this role is to become a trusted advisor to members, assisting them with mortgage or home equity loan decisions tailored to their unique needs.

Responsibilities

• Complete formalized training curriculum focused on digital mortgage platforms, lead management systems, compliance regulations, and customer relations management (CRM) tools.
• Shadow experienced Digital Mortgage Loan Officers during member calls to understand the end-to-end mortgage process.
• Participate in weekly coaching sessions and milestone evaluations.
• Assist with pre-qualification, application review, document collection, and CRM data entry.
• Act as a liaison between borrowers and loan officers by providing updates, requesting documents, and clarifying borrower needs.
• Navigate the Loan Origination System (LOS) and automated underwriting systems.
• Communicate with processing and underwriting teams to facilitate smooth loan closings.
• Conduct initial borrower interviews to gather financial information and understand client needs.
• Act as a trusted advisor to PenFed members regarding home purchase, refinance, or investment property loans.
• Explain the mortgage process and set appropriate expectations for the borrower experience.
• Promptly answer phone calls and follow up with prospects and pipeline to keep clients engaged and informed.
• Ensure the closing date is met in mortgage transactions.
• Complete loan applications over the phone, capture e-consent, and obtain intent to proceed (ITP).
• Explain the Loan Estimate (LE), end-to-end loan process, and initial documentation requirements.
• Maintain follow-up cadence on all pre-approvals and prospects to answer questions and provide advice.
• Understand the roles of lenders vs. realtors and the partnership between loan officers and processors.
• Display behaviors to meet application and call quality metrics.
• Provide sound mortgage advice regarding loan products, pricing, and guidelines.
• Utilize assigned programs, resources, and technology to maintain regulatory loan documentation.
• Develop and maintain knowledge of Agency, Non-agency, VA, and Home Equity lending policies and procedures.

Requirements

• Equivalent combination of education and experience; high school diploma required, associate's degree preferred.
• Strong communication, organizational, and analytical skills.
• Ability to learn, understand, and explain financial concepts clearly and simply.
• Basic financial literacy and strong math skills.
• Comfortable using multiple digital tools simultaneously (e.g., CRM, chat, web portals, LOS systems).
• Ability to prioritize and handle multiple tasks in a fast-paced environment.
• Capable of troubleshooting basic tech issues independently.
• Strong follow-up and task-tracking capabilities.
• No mortgage experience required; full training provided.
• Experience in client communication within fast-paced, goal-oriented environments preferred.
• Prior sales experience (phone, door-to-door, inside sales, real estate, automotive, etc.), retail, call center, or hospitality is advantageous.
• Exposure to financial services or real estate is helpful but not required.
• Designated homework station for potential remote work.
• Willingness to work evenings and weekends as needed.
• Experience using AI tools preferred.
• Must be willing and eligible to obtain NMLS license (background check and credit check required).
• Must pass the company-sponsored licensing exam within six months of employment.

Pay

This position begins with a paid training period at $25.65 per hour. After successfully completing training, employees transition to a production role earning $18.47 per hour plus monthly commission based on individual production. Eligible for organizational and individual performance-based annual bonuses.

Benefits

• Comprehensive health, dental, and vision plans.
• Paid time off and paid parental leave.
• Family-friendly benefits, including care support and fitness center access.
• 401(k) match and employee loan discounts.
• Fully paid life and disability coverage.
• Education assistance and community involvement opportunities.

About PenFed

Pentagon Federal Credit Union (PenFed) is one of America’s largest federal credit unions, serving 2.8 million members worldwide with $29 billion in assets. Founded in 1935, PenFed offers market-leading financial products, including certificates, checking and savings accounts, credit cards, personal loans, mortgages, and auto loans. PenFed is federally insured by the NCUA and is an Equal Housing Lender. Berkshire Hathaway HomeServices PenFed Realty, a wholly owned subsidiary, is a full-service real estate company with nearly 60 offices and 2,000 sales professionals across multiple states.