Non-QM Operations Support Specialist

Job Description

Job Description

Non-QM Mortgage Operations Support Specialist

Location: Plano, TX
Department: Mortgage Operations
Reports To: Director, Non-QM Operations

Position Summary

The Non-QM Mortgage Operations Support Specialist provides operational support throughout the Non-Qualified Mortgage (Non-QM) loan lifecycle. This position partners closely with Sales, Underwriting, Processing, Closing, Funding, Secondary Marketing, Compliance, and external partners to facilitate accurate, efficient, and timely loan execution.

The Specialist serves as a key operational resource for assigned loans and is responsible for pipeline support, exception tracking, issue resolution, partner service, and process improvement. This role requires strong ownership, attention to detail, sound judgment, and the ability to identify and address potential issues before they impact the loan or partner experience.

Loan Operations & Pipeline Support

• Provide operational support to Sales and internal teams throughout key stages of the loan lifecycle.
• Maintain ownership of assigned loans and proactively monitor pipeline activity, milestones, and outstanding items.
• Research and assist with operational, documentation, pricing, and guideline-related questions.
• Identify potential delays, risks, or roadblocks and coordinate with the appropriate internal team to support timely resolution.
• Monitor loan aging, turnaround times, exception activity, and other key pipeline metrics.
• Maintain accurate loan information and ensure required updates are reflected in applicable systems.
• Assist management with special projects, reporting, and departmental initiatives.

Exception & Issue Management

• Track Non-QM loan exceptions from initial submission through final resolution.
• Facilitate exceptions requested prior to Underwriting submission and coordinate required information with the appropriate teams.
• Maintain accurate records of exception status, supporting documentation, investor responses, and outstanding requirements.
• Coordinate follow-up with internal teams and external partners when additional information or documentation is needed.
• Monitor escalated and time-sensitive issues to ensure appropriate action and follow-through through resolution.
• Identify recurring exception and operational trends and communicate opportunities for process, training, or guideline improvements.

Partner & Internal Communication

• Provide professional, responsive, and service-focused support to external partners, Sales, and internal Operations teams.
• Serve as a knowledgeable point of contact for questions related to loan status, exceptions, documentation, pricing, and operational processes.
• Provide timely and accurate updates to stakeholders regarding outstanding items, decisions, and next steps.
• Coordinate communication between internal departments to ensure information is clear, consistent, and actionable.
• Handle escalated partner and internal concerns with professionalism, urgency, and sound judgment.
• De-escalate challenging situations while maintaining a positive and solution-oriented approach.
• Communicate by phone and email as needed to facilitate timely resolution and maintain strong partner relationships.

Process Improvement & Quality

• Identify process gaps, recurring issues, and opportunities to improve efficiency, accuracy, and the overall partner experience.
• Recommend and assist with implementation of process improvements and standardized procedures.
• Support quality control initiatives, including post-closing reviews and document corrections, as needed.
• Assist with identifying training opportunities based on recurring operational issues, exceptions, or process gaps.
• Contribute to department initiatives designed to improve turnaround times, operational consistency, and loan quality.

Required Qualifications

• High school diploma or equivalent required.
• 2+ years of mortgage industry experience, preferably within Non-QM lending.
• Knowledge of mortgage operations, loan processing, underwriting support, or quality control.
• Experience working with Loan Origination Systems (LOS) and mortgage technology platforms; Encompass preferred.
• Working knowledge of mortgage documentation and the residential mortgage loan lifecycle.
• Proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and Teams.

Key Competencies

• Strong critical thinking, problem-solving, and decision-making skills.
• Exceptional attention to detail and accuracy.
• Strong customer service and relationship-management skills.
• Ability to effectively de-escalate challenging situations.
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
• Strong written and verbal communication skills.
• Professional, service-oriented approach.
• Comfortable communicating by phone and handling escalated situations.
• Ability to work independently while effectively collaborating with cross-functional teams.
• Strong sense of urgency, ownership, accountability, and follow-through.
• Adaptability and willingness to learn new systems, processes, and guidelines.

Success Measures

Success in this role is demonstrated through:

• Strong ownership and proactive management of assigned loans.
• Effective support of Sales and Operations throughout the loan lifecycle.
• Accurate loan documentation and system data.
• Consistent and accurate pipeline and exception tracking.
• Timely identification and resolution of potential loan issues.
• Clear, professional, and proactive communication with partners and internal teams.
• Effective management and de-escalation of escalated situations.
• Consistent follow-through on assigned responsibilities and outstanding items.
• Contribution to improved operational efficiency, turnaround times, and partner experience.
• Identification and implementation of opportunities for continuous process improvement.