Non-QM Operations Support Specialist

We need to output HTML fragment with sections only if content present. Use

for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must not repeat job title. We have content: Position Summary (maybe About the role). Then sections: Loan Operations & Pipeline Support, Exception & Issue Management, Partner & Internal Communication, Process Improvement & Quality. Those could be under Responsibilities. Then Required Qualifications, Key Competencies, Success Measures. Could map to Requirements, Qualifications, Skills. We need to decide. We must not create sections with filler. So we need to include only sections where we have real content. We have: - About the role: Position Summary paragraph. - Responsibilities: combine the four responsibility sections (Loan Operations & Pipeline Support, Exception & Issue Management, Partner & Internal Communication, Process Improvement & Quality). Could be a list of duties. - Requirements: maybe "Required Qualifications" (high school diploma, 2+ years experience, knowledge, etc.) - Qualifications: maybe "Key Competencies" (skills). Or we could treat Key Competencies as Skills. - Benefits, Pay, Schedule: not present, so omit. Thus output:

About the role

...Position Summary...

Responsibilities

• ... each bullet from the four sections.

We need to preserve all substantive info, not invent. So we need to break down each responsibility into bullet points. Let's extract bullet points: From Loan Operations & Pipeline Support: - Provide operational support to Sales and internal teams throughout key stages of the loan lifecycle. - Maintain ownership of assigned loans and proactively monitor pipeline activity, milestones, and outstanding items. - Research and assist with operational, documentation, pricing, and guideline-related questions. - Identify potential delays, risks, or roadblocks and coordinate with the appropriate internal team to support timely resolution. - Monitor loan aging, turnaround times, exception activity, and other key pipeline metrics. - Maintain accurate loan information and ensure required updates are reflected in applicable systems. - Assist management with special projects, reporting, and departmental initiatives. From Exception & Issue Management: - Track Non-QM loan exceptions from initial submission through final resolution. - Facilitate exceptions requested prior to Underwriting submission and coordinate required information with the appropriate teams. - Maintain accurate records of exception status, supporting documentation, investor responses, and outstanding requirements. - Coordinate follow-up with internal teams and external partners when additional information or documentation is needed. - Monitor escalated and time-sensitive issues to ensure appropriate action and follow-through through resolution. - Identify recurring exception and operational trends and communicate opportunities for process, training, or guideline improvements. From Partner & Internal Communication: - Provide professional, responsive, and service-focused support to external partners, Sales, and internal Operations teams. - Serve as a knowledgeable point of contact for questions related to loan status, exceptions, documentation, pricing, and operational processes. - Provide timely and accurate updates to stakeholders regarding outstanding items, decisions, and next steps. - Coordinate communication between internal departments to ensure information is clear, consistent, and actionable. - Handle escalated partner and internal concerns with professionalism, urgency, and sound judgment. - De-escalate challenging situations while maintaining a positive and solution-oriented approach. - Communicate by phone and email as needed to facilitate timely resolution and maintain strong partner relationships. From Process Improvement & Quality: - Identify process gaps, recurring issues, and opportunities to improve efficiency, accuracy, and the overall partner experience. - Recommend and assist with implementation of process improvements and standardized procedures. - Support quality control initiatives, including post-closing reviews and document corrections, as needed. - Assist with identifying training opportunities based on recurring operational issues, exceptions, or process gaps. - Contribute to department initiatives designed to improve turnaround times, operational consistency, and loan quality. Now Required Qualifications: - High school diploma or equivalent required. - 2+ years of mortgage industry experience, preferably within Non-QM lending. - Knowledge of mortgage operations, loan processing, underwriting support, or quality control. - Experience working with Loan Origination Systems (LOS) and mortgage technology platforms; Encompass preferred. - Working knowledge of mortgage documentation and the residential mortgage loan lifecycle. - Proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and Teams. Key Competencies (Skills): - Strong critical thinking, problem-solving, and decision-making skills. - Exceptional attention to detail and accuracy. - Strong customer service and relationship-management skills. - Ability to effectively de-escalate challenging situations. - Ability to manage multiple priorities in a fast-paced, deadline-driven environment. - Strong written and verbal communication skills. - Professional, service-oriented approach. - Comfortable communicating by phone and handling escalated situations. - Ability to work independently while effectively collaborating with cross-functional teams. - Strong sense of urgency, ownership, accountability, and follow-through. - Adaptability and willingness to learn new systems, processes, and guidelines. Success Measures could be considered as part of Requirements? But we could include as a separate section maybe "Performance Expectations" but not in allowed headings. Allowed headings are limited to those eight. We could put Success Measures under "Requirements" or "Skills"? Probably better to include as a separate section "Requirements" maybe includes both qualifications and success measures? But we have separate headings: Requirements, Qualifications, Skills. We could map: - Requirements: Required Qualifications (education, experience, knowledge). - Qualifications: Key Competencies (skills). - Skills: Success Measures? Actually success measures are outcomes, not skills. Could be omitted if not fitting. But we must preserve all substantive information; we cannot omit success measures. We could include them under a heading like "Requirements" as additional bullet points, but that may mix. However we must not invent headings; we can only use the allowed headings. We could put success measures under "Requirements" as additional bullet points, but that may be okay because it's still about what is required for success. Or we could put them under "Skills". But better to add a section "Requirements" that includes both the required qualifications and success measures, as they are both about what is needed to succeed. However the spec says "Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It doesn't forbid using other headings, but says use those for section headings. It implies we should use those headings when appropriate. It doesn't say we cannot add other headings, but better to stick to those. We could use "Requirements" for the required qualifications, and "Skills" for key competencies, and maybe omit success measures or incorporate them into either. Since success measures are substantive, we need to include them. We could add them under "Requirements" as additional bullet points after the qualifications. That would preserve info. Thus:

Requirements

• High school diploma or equivalent required.
• 2+ years of mortgage industry experience, preferably within Non-QM lending.
• Knowledge of mortgage operations, loan processing, underwriting support, or quality control.
• Experience working with Loan Origination Systems (LOS) and mortgage technology platforms; Encompass preferred.
• Working knowledge of mortgage documentation and the residential mortgage loan lifecycle.
• Proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and Teams.
• Success in this role is demonstrated through: strong ownership and proactive management of assigned loans; effective support of Sales and Operations throughout the loan lifecycle; accurate loan documentation and system data; consistent and accurate pipeline and exception tracking; timely identification and resolution of potential loan issues; clear, professional, and proactive communication with partners and internal teams; effective management and de-escalation of escalated situations; consistent follow-through on assigned responsibilities and outstanding items; contribution to improved operational efficiency, turnaround times, and partner experience; identification and implementation of opportunities for continuous process improvement.

But the success measures sentence is long; we could break into multiple bullets. Better to break each measure into its own bullet. List them: - Strong ownership and proactive management of assigned loans. - Effective support of Sales and Operations throughout the loan lifecycle. - Accurate loan documentation and system data. - Consistent and accurate pipeline and exception tracking. - Timely identification and resolution of potential loan issues. - Clear, professional, and proactive communication with partners and internal teams. - Effective management and de-escalation of escalated situations. - Consistent follow-through on assigned responsibilities and outstanding items. - Contribution to improved operational efficiency, turnaround times, and partner experience. - Identification and implementation of opportunities for continuous process improvement. Thus we can add those as bullets under Requirements. Now Skills section: Key Competencies. Thus:

Skills

• Strong critical thinking, problem-solving, and decision-making skills.
• Exceptional attention to detail and accuracy.
• Strong customer service and relationship-management skills.
• Ability to effectively de-escalate challenging situations.
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
• Strong written and verbal communication skills.
• Professional, service-oriented approach.
• Comfortable communicating by phone and handling escalated situations.
• Ability to work independently while effectively collaborating with cross-functional teams.
• Strong sense of urgency, ownership, accountability, and follow-through.
• Adaptability and willingness to learn new systems, processes, and guidelines.

Now we need About the role: Position Summary paragraph. Let's copy exactly: "The Non-QM Mortgage Operations Support Specialist provides operational support throughout the Non-Qualified Mortgage (Non-QM) loan lifecycle. This position partners closely with Sales, Underwriting, Processing, Closing, Funding, Secondary Marketing, Compliance, and external partners to facilitate accurate, efficient, and timely loan execution. The Specialist serves as a key operational resource for assigned loans and is responsible for pipeline support, exception tracking, issue resolution, partner service, and process improvement. This role requires strong ownership, attention to detail, sound judgment, and the ability to identify and address potential issues before they impact the loan or partner experience." We'll put that in

. Now Responsibilities: we have many bullets; we can combine into a single

with
• for each bullet from the four sections. We must ensure we don't lose any. Let's list all bullets: Loan Operations & Pipeline Support: 1. Provide operational support to Sales and internal teams throughout key stages of the loan lifecycle. 2. Maintain ownership of assigned loans and proactively monitor pipeline activity, milestones, and outstanding items. 3. Research and assist with operational, documentation, pricing, and guideline-related questions. 4. Identify potential delays, risks, or roadblocks and coordinate with the appropriate internal team to support timely resolution. 5. Monitor loan aging, turnaround times, exception activity, and other key pipeline metrics. 6. Maintain accurate loan information and ensure required updates are reflected in applicable systems. 7. Assist management with special projects, reporting, and departmental initiatives. Exception & Issue Management: 8. Track Non-QM loan exceptions from initial submission through final resolution. 9. Facilitate exceptions requested prior to Underwriting submission and coordinate required information with the appropriate teams. 10. Maintain accurate records of exception status, supporting documentation, investor responses, and outstanding requirements. 11. Coordinate follow-up with internal teams and external partners when additional information or documentation is needed. 12. Monitor escalated and time-sensitive issues to ensure appropriate action and follow-through through resolution. 13. Identify recurring exception and operational trends and communicate opportunities for process, training, or guideline improvements. Partner & Internal Communication: 14. Provide professional, responsive, and service-focused support to external partners, Sales, and internal Operations teams. 15. Serve as a knowledgeable point of contact for questions related to loan status, exceptions, documentation, pricing, and operational processes. 16. Provide timely and accurate updates to stakeholders regarding outstanding items, decisions, and next steps. 17. Coordinate communication between internal departments to ensure information is clear, consistent,