Mortgage Loan Officer - Contact Center

Why USAA?

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 at USAA, 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. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

The Opportunity

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. In return for your focus and performance, you’ll have the opportunity to significantly increase your total earnings.

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, reinforcing that outcomes are driven by results and not guaranteed.

We offer a flexible work environment that requires an individual to be in the office 4 days per week in our Phoenix Office.

Relocation assistance is not available for this position.

What you'll do:

• Under limited supervision, follows 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, assesses, and grants or rejects mortgage applications.
• Manages a pipeline of member calls for mortgage products; conducts daily phone calls and manages voicemail/email correspondence.
• Partners closely with Processors, Underwriters and Closers to deliver on the mortgage products within a specified period of time.
• Responds to member and third-party phone calls to keep appropriate parties informed of loan status.
• Stays updated on compliance and regulatory requirements and identifies and manages existing and emerging risks that stem from business activities; ensures risks associated with business activities are effectively measured, monitored, and controlled.
• Develops and maintains successful partnerships with Real Estate Agents.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

What you have:

• High School Diploma or General Equivalency Diploma required.
• 2 years of experience as Loan Officer
• Acquisition and maintenance of applicable licenses/state registrations as required.

What sets you apart:

• High Volume Mortgage Sales Experience in a Contact Center
• Current or Prior NMLS #
• US military experience through military service or a military spouse/domestic partner
• Prior experience in a bank or credit union call center/contact center environment, supporting consumer or mortgage lending
• Experience handling inbound and outbound loan inquiries, including application intake, pre-qualification, and funding support
• Demonstrated success in a high-volume, metrics-driven environment (conversion, call quality, adherence, sales goals)
• Strong consultative sales approach, with the ability to educate customers on loan products and guide them through the lending process via phone
• Working knowledge of consumer lending or mortgage products, underwriting basics, and regulatory/compliance requirements
• Experience using loan origination systems (LOS), CRM tools, and call center technology platforms
• Ability to balance customer experience with production goals in a fast-paced environment

Compensation Range: The base salary for this role is $45,000.00 annual with a tiered incentive program.

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.