Mortgage Loan Officer Assistant

Job Description

Job Description

The loan officer assistant (LOA) is responsible for accurately prequalifying home loan applications, issuing and managing quality pre-approval letters, and overseeing the success of every loan in the committed pipeline. The LOA will work cohesively with the Loan Officer(s), borrowers, loan processors, underwriters, and third parties to close 95%+ of all loans on time while providing an outstanding experience from application to close. This position requires substantial cash, credit, capacity (income), collateral, communication skills, and the ability to be resourceful.

$75,000 - $90,000

• Follow up and respond to customer and in-house inquiries on transactions as needed in order to provide superior customer service
• Screen and make calls, book appointments and provide administrative support as needed
• Act as the primary contact between our clients and our company and schedule and conduct meetings to discuss any follow-up issues or items that need to be addressed
• Assemble loan documentation as required necessary for verifications and underwriting such as loan files, loan packages, credit reports, and additional mortgage application paperwork
• Review all loan package documentation for discrepancies, omissions, and income calculation then report any discrepancies to the loan originator

Essential Duties of this Position:

Set-Ups:

• Contact all newly received applications within 24 hours of being assigned by the LO.

• Fully review the 1003 with the Borrower(s) and request any other specific documents for review.

• Exhaust all efforts before turning down a pre-approval request.

• Continue to update the respective Realtor partner on progress (when needed).

• Understand and research all investor guidelines and stay up to date on program changes.

Pre-Approval:

• Effectively communicate all pre-approval parameters to the Borrower(s).

• Supplement the pre-approval letter with any pertinent documents (i.e., Pre-Approval Addendum, completed All About You form, etc.).

• Provide a courtesy phone call to the referring Realtor within 24 hours of issuance, ensuring they fully understand any important details of the pre-approval.

• Rush pre-approval requests when needed.

• Communicate any red flags or major potential issues to the LO or Team Captain (if applicable) and Realtor partner.

• Perform a one-hour weekly time-blocked pre-approval power hour accordingly.

Contract-to-Close:

• Expeditiously onboard any newly received contracts and prepare for LO consultation call.

• Complete a “daily gauge check” each morning to determine any potential choke points.

• Attend a weekly branch pipeline meeting to ensure all the required time-to-task objectives are being met.

• Perform outstanding Tuesday Update phone calls to all borrowers.

• Communicate internally to fully understand all required conditions before contacting any borrower(s) and third parties.

• Proactively contact the borrower(s), borrower’s Attorney, and Real Estate Agent, 24 hours in advance of any mortgage contingency expirations, to request a necessary extension (we fail if we are contacted first).

• Review all Closing Disclosures and compare them to the original Loan Estimates for accuracy.

• Perform a meticulous pre-closing phone call 48 hours before the closing date (if applicable).

• Perform a congratulatory funding phone call on all loans (purchase and refinance) to the borrower(s) and to both Real Estate Agents on all purchase loans (if applicable).

• Answer any post-closing and/or funding questions.

• Be available after normal business hours in case of questions (email on a mobile device).

• Consistently exceed all borrower(s) and third party(s) expectations.

Marketing & Business Development:

• Develop and maintain relationships with referral partners to generate new business opportunities.

• Provide in-depth support for marketing initiatives, including email campaigns, follow-ups with past clients, and engagement with referral sources.

• Work closely with the LO to implement strategic business development initiatives to increase brand awareness and client engagement.

• Proactively go through the database during downtime in a refinance market to identify potential refinance opportunities and reach out to past clients.

Technology & CRM Management:

• Quickly learn and adapt to various technology platforms used in the mortgage process.

• LP1 and LP2 will work together to track all CRM activities, ensuring every lead, referral source, and borrower status is accurately recorded.

• Ensure every lead is categorized correctly (e.g., referred, emailed application, completed application, credit repair needed, etc.).

• Have real-time knowledge of every lead and file status at all times.

• Frequently communicate with first-time homebuyers via text to enhance engagement and responsiveness.

Other:

• Smile on every call and sustain a high level of professionalism in speech and email (no slang, curt/cold emails, etc.).

• Act as a “concierge” between the borrower(s) & business partners on available programs/scenarios.

• Strengthen relationships with referral partners through targeted engagement strategies.

• Provide support in community outreach efforts to enhance brand recognition.

Success Metrics:

• 95% of loans close on time.

• 95% of loan problems resolved before escalating to LO.

• High borrower satisfaction scores and increased referral volume.

Strong pipeline management and proactive loan issue resolution

• Provide administrative support such as screening and making calls, booking appointments, etc.

• Act as the primary contact between our clients and our company and schedule and conduct meetings to discuss any follow-up issues or items that need to be addressed

• Review all loan package documentation for discrepancies, omissions, and income calculation then report any discrepancies to the loan originator

• Answer questions about transactions for clients and company employees to help ensure a high level of customer satisfaction

• Coordinate and prepare documentation necessary for verifications and underwriting such as loan files, loan packages, credit reports, and additional mortgage application paperwork

• Computer proficiency required including MS Office; some CRM, MLS, DU, and proprietary mortgage software preferred
• Excellent customer service and communication skills and willing to go above and beyond for customers and team
• NMLS license or training is not required, but is desired
• High school diploma or equivalent required. College degree in finance or banking preferred
• Possess an understanding of different loan products, such as conventional loans, FHA, VA, adjustable/ fixed, commercial loans, etc.

Key Skills & Qualifications:

• Minimum 5 years of experience in mortgage processing, underwriting, or origination.

• If not licensed, willing to do so within the first 4 months of employment.

• Strong knowledge of investor guidelines, DU/DO, LP, and Encompass Loan Origination System.

• Excellent verbal and written communication skills.

• Ability to handle high-pressure situations and manage multiple files at once.

• Highly organized, self-motivated, and proactive in follow-ups and file tracking.

• Strong ability to generate and nurture referral relationships.

• Ability to quickly learn and navigate mortgage technology systems.

• Ability to communicate effectively via text, especially with first-time homebuyers.

• Ability to provide exceptional customer service and go above and beyond for borrowers.

• High school diploma or equivalent required. College degree in finance or banking preferred

• Preferably 5+ years of experience in a professional office or mortgage environment as a mortgage loan officer assistant or similar position

• Computer proficiency required including MS Office; some CRM, MLS, DU, and proprietary mortgage software preferred

• Strong understanding of loan financing options such as conventional loans, FHA, VA, adjustable/ fixed, commercial loans, etc.

• Excellent customer service and communication skills and willing to go above and beyond for customers and team

• Although not required, having an NMLS license or training is preferred

CCM is America’s #1 Retail Mortgage Lender. We have more than 7,000 employees operating over 700 branches and servicing loans across all 50 states, D.C., and Puerto Rico. In 2025, our team closed over 131,000 home purchases — making 1 in 35 homes a CCM home.

Our company has been recognized 10 times on the Inc. 5000 list of America’s fastest-growing private businesses, received many awards for our standout culture, and been named the nation’s top retail lender by Scotsman Guide and Mortgage Executive Magazine .

We offer more than 120 purchase, refinance, and home equity solutions — ranging from conventional and jumbo mortgages to government-insured programs from FHA and programs for Veterans and rural homebuyers — and we are a direct lender and approved seller and servicer by Freddie Mac, Fannie Mae, and Ginnie Mae.

Through our dedication to getting it done, we make every mortgage feel like a win.