Mortgage Loan Officer - Contact Center

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families. Embrace a fulfilling career where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful. We are proud to support active-duty military spouses with remote or hybrid flexibility consistent with applicable policy and business needs.

About the role

Step into a role where your expertise helps members achieve one of life’s biggest milestones—homeownership. As a dedicated Loan Officer, you’ll deliver a highly personalized experience by guiding members through tailored mortgage solutions that support their financial security. You’ll build strong relationships, connect with members across multiple channels, and influence outcomes through thoughtful recommendations and a deep understanding of their needs. This is a high-impact, performance-driven role within a fast-paced, high-volume environment that calls for a driven, high-capacity professional who thrives on delivering results.

We offer a competitive compensation package that includes a strong base salary combined with performance-based incentives tied directly to individual production and results. This role includes a structured ramp-up guarantee to support you as you establish your pipeline. With consistent performance, there is substantial earning potential and the opportunity to grow both your career and total compensation over time. Incentive earnings will vary based on individual performance, experience, and business conditions.

This role requires you to be in the office 4 days per week in our Phoenix Office. Relocation assistance is not available for this position.

Responsibilities

• Under limited supervision, follow established written risk, compliance and regulatory requirements to process VA and Conventional mortgage loans, both purchase and refinance within a service level objective requirement.
• Based on predetermined requirements, assess and grant or reject mortgage applications.
• Manage a pipeline of member calls for mortgage products; conduct daily phone calls and manage voicemail/email correspondence.
• Partner closely with Processors, Underwriters and Closers to deliver mortgage products within a specified period of time.
• Respond to member and third-party phone calls to keep appropriate parties informed of loan status.
• Stay updated on compliance and regulatory requirements and identify and manage existing and emerging risks that stem from business activities; ensure risks associated with business activities are effectively measured, monitored, and controlled.
• Develop and maintain successful partnerships with Real Estate Agents.
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Requirements

• High School Diploma or General Equivalency Diploma required.
• 1–2 years of experience as a Loan Officer or in a comparable sales role.
• Acquisition and maintenance of applicable licenses/state registrations as required.

Skills

• Experience driving mortgage sales in a fast-paced, high-volume contact center.
• 2+ years of sales and/or high-volume contact center experience.
• Active or prior NMLS license/registration.
• US military experience through military service or as a military spouse/domestic partner.
• Proven success in a high-volume, metrics-driven call center environment (e.g., conversion, call quality, adherence, sales goals).
• Experience managing inbound and outbound loan inquiries in a call center, including application intake, pre-qualification, and funding support.
• Background in a bank, credit union, or lending contact center, with working knowledge of mortgage products and regulatory requirements.
• Strong consultative sales skills in a call center setting, with the ability to educate customers while balancing customer experience and production goals.
• Proficiency with LOS, CRM systems, and call center technologies.

Pay

The base salary for this role is $45,000.00 annual with a tiered incentive program. USAA does not provide visa sponsorship for this role.

Benefits

• Comprehensive medical, dental and vision plans.
• 401(k) and pension plans.
• Life insurance.
• Parental benefits and adoption assistance.
• Paid time off program with paid holidays plus 16 paid volunteer hours.
• Various wellness programs.
• Career path planning and continuing education to assist with professional goals.