Mortgage Loan Administrator - Special Programs/Initiatives - Hybrid (Cleveland, OH)

Role Summary

This role will be in our Mortgage Passport department, which supports a range of specialized mortgage products and initiatives. Team members work directly with borrowers on first-position mortgages, providing end-to-end guidance throughout the loan process. In addition, the team partners closely with brokers—supporting second mortgages needs, including home equity and bridge loan products. This role offers the opportunity to contribute to innovative product development within a fast-evolving environment.

Responsibilities

• Serve as a key point of contact for our broker partners, supporting several different products with professionalism and expertise
• Educate external loan officers on product offerings, process standards, and best practices, strengthening partnerships and ensuring smooth transactions
• Communicate proactively with applicants to explain product terms, gather required documentation, and address questions throughout the loan process
• Manage a pipeline of loans from initial inquiry through closing, providing clear guidance and exceptional service to borrowers
• Maintain organized workflows, monitor pipeline activity, and prioritize tasks in a fast-moving environment
• Collaborate with internal teams to ensure the efficient progress of loans, identify opportunities for process improvement, and contribute to emerging initiatives
• Adapt quickly to new products, pilot programs, and evolving processes that support innovation within the department

Requirements

• Previous mortgage loan origination and/or follow-up experience
• A hold an active or previously active NMLS license
• A proactive, ambitious mindset with a strong desire to grow and advance within the mortgage industry
• A high level of organization with the ability to manage a fast-moving pipeline and prioritize effectively
• Confidence in building strong professional relationships with borrowers, brokers, and internal partners
• Excellent verbal and written communication skills, demonstrating clarity, professionalism, and client-focused service
• The ability to quickly learn new products, processes, and emerging initiatives in a dynamic environment
• A positive, solution-oriented attitude with the ability to work independently and collaboratively
• Strong PC proficiency and comfort navigating multiple systems
• DU mortgage origination experience preferred, but not required