Mortgage Operations Support Specialist (Lock Desk)

Job Description

Job Description

JOB DESCRIPTION

Mortgage Operations Support Specialist (Lock Desk)
Location: Glen Allen, VA or Franklin, TN
Pay Rate: $23.98/hr W2
Duration: 6 Months (07/27/2026 01/26/2027)
Schedule: Monday Friday | 8:00 AM 5:00 PM
Hybrid: Flexible In office 4 days/week or less
Interview: One round via Microsoft Teams

Overview
We are seeking a detail-oriented Mortgage Operations Support Specialist to provide immediate support for the Retail and Correspondent Lock Desk. In this role, you will partner closely with Loan Officers, Lenders, and internal teams to maintain accurate loan data, process lock updates, and support pricing and eligibility initiatives. This is an excellent opportunity for someone with mortgage operations experience who thrives in a fast-paced, collaborative environment.

Key Responsibilities

• Process loan lock updates, relocks, extensions, rate changes, and renegotiations in accordance with pricing and eligibility guidelines.
• Perform manual lock maintenance for Retail and Mortgage Loan Officers.
• Assist with testing, validation, and documentation of pricing and eligibility rule updates.
• Support reporting, tracking, and audit activities to ensure operational accuracy and compliance.
• Communicate with internal teams to resolve loan pipeline issues efficiently.
• Maintain accurate loan data and ensure timely processing of requests.
• Manage multiple shared inboxes and respond to high email volumes.
• Collaborate with cross-functional teams to support daily Lock Desk operations.

Required Qualifications

• Previous experience in the mortgage industry preferred.
• Strong understanding of basic mortgage terminology, including rates, credits, debits, locks, relocks, and extensions.
• Above-average mathematical skills with the ability to accurately work with fractions, percentages, and pricing calculations.
• Strong Microsoft Office skills, especially Excel.
• Excellent written and verbal communication skills.
• Strong organizational, analytical, and problem-solving abilities.
• High attention to detail with accurate data entry skills.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Strong customer service mindset and ability to work collaboratively across teams.
• No college degree required.

Preferred Skills

• Experience with Empower , Encompass , PollyEx , or similar mortgage platforms.
• Experience supporting mortgage operations, lock desk, pricing, or loan processing functions.

Tools & Systems

• Empower
• SPARK (Proprietary Platform)
• Encompass
• PollyEx
• Microsoft Excel

Additional Details

• Immediate coverage need.
• High-touch collaborative environment.
• Manage approximately 30 50 emails per shared inbox daily .
• Opportunity to support pricing rule rollouts, testing, reporting, and operational improvements.