Mortgage Customer Specialist

Job Description

The Mortgage Customer Specialist is responsible for managing the mortgage loan process from initial approval through final approval and closing. This role serves as the primary point of contact for customers, Mortgage Loan Officers, and internal and external partners, ensuring timely communication, document collection, and processing of loan conditions. The Mortgage Customer Specialist works closely with all parties involved in the transaction to facilitate a smooth and efficient loan experience while maintaining compliance with bank, regulatory, and investor guidelines.

The ideal candidate demonstrates strong communication, organization, and follow‑up skills, with the ability to manage multiple files, prioritize competing deadlines, and provide exceptional customer service throughout the origination process.

• High school diploma or equivalent.
• Three or more years of job‑related experience.

• Effective problem‑solving and decision‑making skills.
• Ability to produce results in a fast‑paced, production‑oriented, and customer‑centric role.
• Ability to manage multiple tasks, projects and deadlines simultaneously.
• Effective verbal and written communication skills.
• Thorough knowledge of loan processing and closing policies and procedures and credit policy to include automated underwriting system approver authority.
• Minimum of 5 years of mortgage loan processing experience.
• Experience processing conventional, agency, and bond loan products.
• Proficiency with Loan Product Advisor (LPA) and Desktop Underwriter (DU) automated underwriting systems.
• Demonstrated ability to manage a high‑volume pipeline and meet multiple deadlines in a fast‑paced environment.
• Strong time management, organizational, and prioritization skills with the ability to balance competing demands.
• Exceptional attention to detail and accuracy when reviewing loan documentation and underwriting conditions.
• Effective verbal and written communication skills with the ability to collaborate across customers, loan officers, underwriters, and business partners.
• Proven ability to proactively identify issues, follow through on outstanding conditions, and drive loans to final approval and closing.
• Strong customer service orientation and commitment to delivering a positive borrower experience throughout the mortgage process.

Location: Remote in Ohio, Illinois, Indiana, Kentucky, Minnesota or Tennessee.

• Healthcare (medical, dental, vision).
• Basic term and optional term life insurance.
• Short‑term and long‑term disability.
• Pregnancy disability and parental leave.
• 401(k) and employer‑funded retirement plan.
• Paid vacation (from two to five weeks depending on salary grade and tenure).
• Up to 11 paid holiday opportunities.
• Adoption assistance.
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law.

We also provide a comprehensive benefits package including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (subject to eligibility requirements). Pay Range: $27.00 - $33.00.

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program.