Mortgage Loan Processor – Customer Contact Specialist- Remote Dallas, TX

Position Summary

The Loan Processor serves as the primary point of contact for customers throughout the lending journey and is responsible for quarterbacking the loan from application through closing. This role is the face of the organization for many customers and plays a critical role in delivering an outstanding customer experience while ensuring loans are processed accurately, efficiently, and compliantly.

Key Responsibilities

• Serve as the primary customer advocate throughout the loan process.
• Establish trust and build strong relationships with customers through proactive, timely, and professional communication.
• Deliver exceptional service by keeping customers informed of loan status, next steps, and anticipated timelines.
• Demonstrate empathy, professionalism, and confidence when navigating complex or challenging customer situations.
• Represent the company's values and brand in every customer interaction.
• Act as the central coordinator and owner of the loan process from assignment through closing.
• Drive momentum by managing all parties involved in the transaction, including customers, loan officers, underwriters, title companies, attorneys, appraisers, and closing partners.
• Anticipate and remove obstacles that may impact the customer experience or closing timeline.
• Ensure all stakeholders remain aligned on priorities, requirements, and deadlines.
• Take ownership of loan outcomes and proactively escalate issues when necessary.
• Identify potential customer concerns before they become larger issues.
• Resolve complex situations with urgency, professionalism, and a customer-first mindset.
• Create positive outcomes during challenging situations through effective service recovery techniques.
• Demonstrate critical thinking and sound judgment when navigating exceptions and unique borrower circumstances.

Required Qualifications

• A high school diploma or equivalent required; bachelor's degree preferred.
• 2 – 5 years of experience in mortgage lending, consumer lending, financial services, customer service, or a related field preferred.
• Exceptional verbal and written communication skills.
• Demonstrated ability to build relationships and establish credibility with customers and business partners.
• Strong conflict resolution and service recovery skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Proven problem-solving and critical-thinking abilities.
• Proficiency with loan origination and customer relationship management systems.