Home Equity Loan Coordinator

PRIMARY DUTIES & RESPONSIBILITIES

• Own the loan from application to funding — accurate packaging, timely movement through every fulfillment milestone, and a best-in-class customer experience at each step
• Serve as the borrower's primary point of contact throughout fulfillment, communicating clearly and frequently to guide them through the process from start to finish
• Contact Figure daily to review every file in the pipeline and identify the exact conditions, documents, or approvals outstanding on each loan
• Maintain a daily condition-tracking spreadsheet capturing outstanding items, requested dates, borrower follow-up, and current status for every active file — no loan goes untouched
• Work outstanding conditions to clearing by calling and emailing borrowers, explaining what is needed and why, and following up persistently until each item is satisfied
• Manage the Home Equity pipeline through proactive communication with the Loan Officer, borrower, and investor, escalating aging or stalled files before they impact turn times
• Operate with a goal to meet and exceed customer expectations
• Operate in a manner that promotes loan quality and compliance with all applicable lending laws and investor guidelines
• Maintain pipeline productivity and quality performance at or above required goals

SKILLS & ABILITIES

• Subscribe to a no drama workplace
• Subscribe to the mission of creating a truly customer and team member centric environment
• Love to come into work every day and win
• Highly motivated, self-starter with ability to work independently under minimal supervision, and as a team player
• Clear, effective interpersonal skills, written and verbal communication skills
• Ability to work in a fast-paced, multi-tasking environment and manage to multiple deadlines
• Strong problem solving and creative thinking skills
• Ability to learn and adapt to guideline changes
• Strong organization, follow through and time management skills
• Excellent attention to detail with commitment to accuracy and quality
• Dependable, responsible and able to use good judgement

QUALIFICATIONS & EXPERIENCE

• 1+ years processing experience in high volume mortgage setting
• Exceptional organization and attention to detail — able to track dozens of loans and their open conditions simultaneously without losing visibility on any file
• Patience and composure when working with borrowers who are unfamiliar with the loan process, need repeated explanation, or are slow to provide documentation
• Comfortable with high-volume outbound phone work as the core of the daily routine
• Basic knowledge in the following loan programs/products: conventional, FHA, VA, refinance and purchase, a plus – jumbo & non-QMB
• Brief understanding of agency & investor underwriting guidelines, policies and procedures
• Knowledge of and responsibility for compliance with state and federal regulations applicable to loan fulfillment
• Basic proficiency in Microsoft Office products (Excel, Word, PowerPoint, etc.)
• Bilingual (read, write, speak) in Spanish, a plus