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Reviews approved residential mortgage loans to confirm underwriting conditions are satisfied, prepares and verifies closing documents, schedules closings, coordinates with borrowers, brokers, title companies, and lending officers, collects required documentation, answers closing-process questions, and records loan information according to government standards.

Supports branch managers and loan officers with daily branch operations, loan information collection, lead and loan-status tracking, customer communications, product discussions, shipment tracking, and problem resolution. Maintains knowledge of loan products and services while pursuing education toward a Loan Officer License. Promotes professional communication, organization, teamwork, and an exceptional customer experience.

Supports the Branch Manager and Loan Officers with loan information collection, customer service, lead and loan tracking, product discussions, shipment tracking, issue resolution, and branch administration. Maintains knowledge of loan products, communicates professionally, and must keep an active NMLS license while pursuing Loan Officer licensing.

Supervise mortgage underwriting teams, manage performance and workloads, review complex and high-risk files, and provide final decisioning. Monitor workflow metrics, enforce SLAs and quality controls, interpret regulatory and credit policy changes, and lead process improvements. Collaborate with origination, processing, closing, sales, compliance, and QC teams while reporting trends to senior leadership and developing staff through coaching, training, and feedback.

Administers the Encompass360 platform by configuring workflows, forms, dashboards, reports, and system settings; managing users; upgrading software; troubleshooting issues; supporting users; and conducting software testing. The role creates test scripts, analyzes defects and data integrity, documents results, trains new employees, communicates project progress to management, and contributes to cross-departmental projects.