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 specialist works closely with all parties involved to facilitate a smooth and efficient loan experience while maintaining compliance with bank, regulatory, and investor guidelines.

• Manage the mortgage loan process from initial approval to closing.
• Serve as primary point of contact for customers, loan officers, and partners.
• Ensure timely communication and document collection.
• Process loan conditions and facilitate efficient loan experience.
• Maintain compliance with bank, regulatory, and investor guidelines.

• High school diploma or equivalent.
• Three or more years of job‑related experience.
• Minimum of 5 years of mortgage loan processing experience.

• Effective problem‑solving and decision‑making skills.
• Ability to produce results in a fast‑paced, production‑oriented, 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.
• 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.
• Exceptional attention to detail and accuracy when reviewing loan documentation and underwriting conditions.
• Strong customer service orientation.
• Proven ability to proactively identify issues, follow through on outstanding conditions, and drive loans to final approval and closing.
• Commitment to delivering a positive borrower experience throughout the mortgage process.

Remote – Ohio, Illinois, Indiana, Kentucky, Minnesota or Tennessee

$27.00 - $33.00 per hour, subject to location and eligibility.

• 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 (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

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 in all facilities located in the United States and certain U.S. territories. The program is an internet‑based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E‑Verify program.