Loan Officer Assistant (Lead to Contract)

About the role

Guild Mortgage Company, closing loans and opening doors since 1960, is a dedicated mortgage banking firm serving home owners and buyers. Our goal is to provide affordable home financing with the best terms available while delivering professionalism and service unsurpassed in the lending industry.

Responsibilities

• Act as a primary point of contact for customers and licensed activity for the loan officer.
• Assist the originator in setting appointments with prospective and new applicants.
• Provide new lead callbacks within 20 minutes and maintain a 35% conversion rate from lead to appointment.
• Set and confirm appointments for the originator and manage their calendar.
• Provide administrative support by managing various client databases (lead tracker, MyCircle, Zillow, etc.).
• Send new clients the online pre-qualification link on behalf of the originator.
• Assist the originator with obtaining an accurate and thorough 1003 application.
• Analyze customer’s credit and financial scenario to determine appropriate loan product(s).
• Run credit on loans assigned to an originator.
• Run AUS findings and prepare the Initial Fee Worksheet.
• Pull and prepare web applications and other duties, including updating credit reports and AUS findings.
• Request status updates from pre-approved clients and referral sources (weekly calls).
• Keep up to date with company-approved programs and software systems; implement and execute new systems for the team and clients.
• Provide marketing support by coordinating, creating, obtaining compliance approval, tracking, and distributing advertising materials as needed.
• Manage monthly compliance-approved email marketing to realtors.
• Act as a primary point of contact for the customer, keeping them informed throughout the process within the limitations set forth in Guild’s SAFE Act and Consumer Privacy/Safeguarding policies.
• Price loans in accordance with Guild’s policies and communicate fees to the operations team.
• Quote rates and make commitments regarding locking to customers.
• Maintain referral source relationships through quick response time and excellent customer service.
• Prepare and send thank you cards to referral sources and new clients.
• Collect supporting documentation from customers and gather necessary documentation for pre-approval.
• Act as a point of contact for customers and referral sources, keeping them informed throughout the process.
• Discuss product features with customers.

Per Guild company policy and in accordance with investor underwriting guidelines, this role is prohibited from submitting documents to underwriting and ordering written (non-third party) employment, income, deposit, mortgage, or rental verifications under any circumstances.

Requirements

• High school diploma or equivalent preferred.
• At least two years of experience in mortgage lending or a related field.
• Active MLO licensing required.
• Ability to manage multiple priorities; strong detail orientation and highly organized.
• Works with a strong sense of urgency and responsiveness.
• Passionate about delivering excellence in customer service.
• Demonstrated patience and professionalism when interacting with both internal and external customers.
• Proficiency with data entry, PDF software programs, Microsoft Word, and Excel required.
• Strong verbal and written communication skills.
• Basic math skills.
• Ethical, with a commitment to company values.

Company Required Skills

• Excellent verbal and written communication skills required.
• Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.
• Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.
• Commitment to company values:
  • Customer Service: Proactive attention to each person
  • Integrity: Do and say what's right
  • Respect: Treat others with dignity
  • Collaboration: Listen and work together
  • Learning: Seek knowledge and strive for improvement
  • Excellence: Deliver the unexpected

Supervision

No direct or indirect reports. Low level of independent judgment and discretion used in decision-making; executes standard core job responsibilities with only minor variation and escalates more complex issues for advice and resolution.

Physical and Environmental Requirements

• Travel: 0%
• Physical: Work is primarily sedentary; mobility in an office setting.
• Manual Dexterity: Frequent use of computer keyboard and mouse.
• Audio/Visual: Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Regularly required to accurately perceive, distinguish, and interpret information received visually and through audio, e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.
• Environmental: Office environment – no substantial exposure to adverse environmental conditions.