Digital Mortgage Loan Officer Associate

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Pen Fed is hiring a Digital Mortgage Loan Officer Associate to work onsite at our San Antonio, Texas service center. The primary purpose of this job is to learn how to become a trusted advisor to our members and assist with the appropriate decision of mortgage or home equity loan for their needs. This position will spend a significant amount of time in classroom training to learn about various mortgage products, member engagement, compliance, mortgage rules and regulations, loan origination systems and sales techniques.

At the end of the training, incumbents will be required to take and pass the Company Sponsored licensing test.

• Complete formalized training curriculum focused on digital mortgage platforms, lead management systems, compliance regulations and customer relations management (CRM) tools.
• Shadow experienced Digital Mortgage Loan Officers during member calls to better understand the end-to-end process.
• Participate in weekly coaching sessions and milestone evaluations.
• Assist with the pre-qualification process, application review, document collection and CRM data entry.
• Act as a key liaison during training between borrowers and loan officers by providing updates, requesting documents and clarifying borrower needs.
• Learn how to navigate the LOS (Loan Origination System) and automated Underwriting systems.
• Communicate with processing and underwriting teams to facilitate smooth loan closings.
• Understand and display the ability to conduct initial borrower interviews to gather financial information and understand client needs.
• Display ability to act as a trusted advisor to Pen Fed members and prospective membership, related to the purchase and refinance of their home or investment property.
• Understand how to explain the mortgage process and set the right expectations of what the experience will entail.
• Display ability to promptly answer all phone calls and follow up with prospects and pipeline regularly to keep clients engaged and informed.
• Understand the end-to-end process to ensure the closing date is met in a mortgage transaction.
• to complete the application over the phone for the member, capture e-consent, and obtain ITP to progress a loan forward into processing.
• Display knowledge and skillset to fully explain the loan estimate (LE), end to end loan process and initial documentation requirements.
• Responsible for understanding follow up cadence on all pre-approvals and prospects to answer questions and provide advice.
• Understand the roles and responsibilities of the Lender vs Realtor in a Mortgage transaction.
• Understand the partnership between Loan Officer and Processor to obtain credit approval within established days of consent.
• Display qualified behaviors to ensure Application and Call Quality metrics are satisfactory.
• Display knowledge and expertise to be able to provide sound mortgage advice to members regarding the advantages and disadvantages of different loan products, pricing, and guidelines.
• Learn and utilize assigned programs, resources and technology to maintain regulatory loan documentation requirements.
• Develop and maintain knowledge of Agency, Non-agency, VA and Home Equity lending policies and procedures.

• High school degree and experience that provide the necessary skills and knowledge to satisfactorily perform the essential job functions is required. An associate’s degree is preferred.
• Strong communication, organizational and analytical skills required.
• The ability to learn, understand and explain financial concepts simply and clearly is required.
• Basic financial literacy and strong math skills is required.
• Must be comfortable using multiple digital tools at the same time (CRM, chat, web portals, LOS systems, etc.). Ability to prioritize and handle multiple tasks in a fast-paced environment is required.
• Must be able to troubleshoot basic tech issues independently.
• Strong follow up and task tracking capabilities is required.
• No mortgage experience required, we provide full training.
• Experience in handling client communication in a fast-paced, goal-oriented…