Lock Desk Specialist

Summary The Mortgage Lock Desk Specialist at V.I.P. Mortgage, Inc. is responsible for the accurate and timely processing of lock-related requests submitted by Loan Officers and TPO originators. This role is execution-focused and volume-driven, with an emphasis on service levels, accuracy, and adherence to pricing and lock policies. The Lock Desk Specialist plays a critical role in ensuring smooth loan origination workflows by processing tickets efficiently and consistently within established guidelines. Essential Job Functions Lock Desk Operations Process lock, extension, renegotiation, relock, and cancellation requests in Encompass Review requests for completeness, accuracy, and compliance with pricing and lock policies Utilize Optimal Blue to validate pricing, lock terms, and eligibility Communicate clearly with Loan Officers, Account Executives, and Operations teams regarding lock status, corrections, or issues Maintain service level standards for ticket turnaround times Collaborate with Secondary team on loan-level data reconciliation Assist with ad hoc projects and responsibilities as directed by Lock Desk Manager Ticket & Workflow Management Monitor lock desk queues and prioritize tickets based on urgency and established SLAs, generally within 1-2 hours of the request Maintain responsibility for approximately 20–25% of total lock desk tickets, with a representative mix of both routine and complex requests Ensure all lock actions are properly documented in Encompass Escalate pricing discrepancies, system issues, or policy exceptions as appropriate Assist in maintaining clean pipelines and minimizing rework or corrections Quality & Compliance Support Follow established lock desk policies, procedures, and controls Assist with audits, post-lock reviews, and quality checks as requested Identify recurring issues and communicate trends or concerns to management Other Duties Other duties as assigned by management Qualifications High School diploma or GED, required. 1–3 years of mortgage experience, preferably in Lock Desk, Secondary, or Operations Working knowledge of mortgage rate locks, extensions, and pricing concepts Experience using Encompass LOS and Optimal Blue High attention to detail and accuracy Strong time management and organizational skills Ability to work efficiently in a high-volume, ticket-driven environment Clear written and verbal communication skills Work Environment Office Setting Hybrid Shift time of 9am-6pm PST Physical Demands Dexterity of hands to operate a computer keyboard. Reaching overhead above the shoulders and horizontally bending at the waist, climbing, kneeling, and stooping for installation of hardware and more. Hearing and speaking to communicate and provide information to others. Prolonged periods sitting at a desk and working on a computer. #J-18808-Ljbffr VIP Mortgage Inc