Loan Associate

Finance of America Loan Support Role

Finance of America helps homeowners 55+ access the equity they've built while staying in full control of their home and their financial future. Through a range of reverse mortgage solutions, we help customers shape the retirement they've earned while continuing to evolve how we serve and work together. Joining Finance of America now means stepping into a period of momentum and growth, with teams actively shaping what comes next and opportunities to make an impact and grow your career.

Purpose of Role: Responsible for supporting Loan Officers in increasing production by performing high-frequency, process-driven administrative and clerical activities while maintaining a high standard of borrower experience and file quality. Performs front-end pre-processing activities to help ensure loan files are complete, accurate, and ready for transfer to Operations and timely submission to underwriting.

Key Responsibilities and Expectations:

• Collects, tracks, and uploads required borrower documentation and manages document checklists to support complete, submission-ready loan files.
• Sends counseling certificates and other assigned documents through DocuSign, monitors completion, and uploads completed documents to applicable systems.
• Follows up on unsigned applications, resends DocuSign packages as needed, and guides borrowers through the electronic-signature process in accordance with Loan Officer direction.
• Coordinates appraisal payment, ordering, scheduling, and related follow-up, including timely coordination of second appraisals when required.
• Reviews assigned files for readiness, completes required loan handoff information accurately, and supports an efficient transfer to processors and underwriting.
• Maintains accurate and timely loan status information from application through funding in Salesforce, MCP, the shared Loan Pipeline Tracker Spreadsheet, and other applicable systems.
• Serves as a primary point of contact for Sales Support, processors, and underwriters on routine file-status and outstanding-item matters, escalating decisions and material issues to the Loan Officer as appropriate.
• Communicates proactively with borrowers by email, phone, and text to support document collection, portal access, texting opt-in, appraisal coordination, and other limited administrative needs while keeping the Loan Officer copied on borrower email communication.
• Monitors active pipeline files from application through submission to underwriting, follows up on outstanding requirements, and works to prevent avoidable processing delays.
• Coordinates routine post-underwriting follow-up, including minor repair items, appraisal-related needs, and outstanding borrower items, to support continued progression toward closing.
• Acknowledges Loan Officer requests within 45 minutes, responds to internal and external emails within two hours, and completes assigned tasks the same day when practicable or communicates clear completion expectations.
• Updates Salesforce and MCP notes and the shared Loan Pipeline Tracker Spreadsheet with current file status, outstanding items, next steps, and follow-up activity.
• Identifies borrower resistance, missing documentation, appraisal concerns, delays, and other file risks and escalates issues promptly to the Loan Officer or manager when appropriate.
• Manages on-hold files in coordination with the manager and maintains appropriate follow-up and status visibility.
• Reviews assigned Loan Officer pipelines at the beginning of the day and ensures end-of-week pipeline information reflects current status, outstanding items, and next steps.
• Performs other duties as assigned.

Reports To: Sales Manager

Qualifications - Experience/Skills/Competencies:

• Minimum 6 months of prior experience in a role related to mortgage loan origination.
• Active NMLS licensing is required.
• Must have excellent written communication and interpersonal skills.
• Demonstrated computer proficiency.
• Previous call center experience.
• Excellent customer service, communication, and organizational skills.
• Prior experience working with automated Loan Origination Systems.
• Self-motivated with a strong sense of ownership and accountability.
• Possess a hybrid of technical and soft skills.
• Ethical, with a commitment to company values.

Qualifications - Education:

• Required: High School Diploma or GED
• Preferred: Bachelor's Degree

Compensation: The base salary range for this position is inclusive of all geographical differences in the labor market. The base salary for the position will be determined based on factors such as the candidate's work location, skills, education, and experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members in determining any final offer. We offer a competitive benefits package including health, dental, vision, life insurance, paid time-off benefits, flexible spending account, 401(k) with employer match, and ESPP.

Additional Information: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Finance of America is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex (including pregnancy), sexual orientation, religion, creed, age, national origin, physical or mental disability, gender identity and/or expression, marital status, veteran status or other characteristics protected by law.