💪 Use Our Core Values as your North Star!

There might be some responsibilities that aren’t on here. Or you might have an encounter with a client that we haven’t been coached on.

Ritz-Carlton Client Experience

Deliver top-tier service to every client, ensuring a positive, stress-free experience.

Champions of Communication

Maintain clear, proactive communication with clients, team members, and lenders.

Growth is Power

Strive for personal and professional growth, consistently enhancing your knowledge of the industry.

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Responsibilities

Key Performance Indexes and Metrics

Data is the lifeblood of the business. The more Questionnaire calls we do ➡️ the more pre-approvals we complete ➡️ the more contracts we get into ➡️ the more fundings we have ➡️ the more word of mouth referrals we get ➡️ This is all possible by hitting the metrics set in place. I know it may seem random, but I promise you the math is mathing!

Client Questionnaire/Application Review

Promptly contact clients upon receiving mortgage applications to review their details for accuracy, ensuring all information is correctly filled out. If unable to reach clients, send a text via our CRM-integrated service to schedule a call using Calendly.

High-Quality Client Experience

Conduct application calls with the utmost professionalism, embodying our Ritz-Carlton client experience. Every client has accomplished a lot to have the courage to speak our their finances to strangers! Make them feel welcomed! Maintain a detailed, thorough approach to help reduce future issues for the client during the loan process.

Loan Pricing and Qualification

Use our Loan Operating System (LOS), Arive, to price loans and input relevant notes from the loan discovery meeting. Verify client eligibility for specific loan programs (Conventional, FHA, VA, Jumbo) based on their financial profile.

Document Follow-up

Regularly follow up with clients to ensure timely submission of income, credit, and asset documentation needed for the pre-approval process, using our integrated CRM and texting service.

Lender Communication

When necessary, consult with multiple lenders and account executives to clarify potential issues with loan files or scenarios.

Task Management

Move clients through different pre-approval stages using our task management tool synced with the CRM, ensuring everything stays organized and on track.

Max and Comfortable Pre-Approval Calculations

Use industry knowledge to determine both the maximum and comfortable pre-approval amounts, considering the client’s financial goals and payment preferences.

Pre-Approval Updates

Keep pre-approvals up to date based on changing rates, income, or other factors. Regularly update the task management tool to maintain organization.

Contract Stage Updates

When a client enters contract, update the CRM and task management tools with key loan details, such as contacts for escrow, title companies, listing/buyer agents, and more, so that the contract processor can take over seamlessly.

Lender Selection

Use your best judgment in selecting the right lender, based on the client’s updated financials, FICO score, DTI, and loan timeline.

Loan Registration

Register loans with the respective lender, ensuring the contract processor has all necessary details to move the file towards closing.

File Issue Resolution

Work closely with the contract processor and loan officer to resolve any loan suspensions. As the main point of contact, provide context and assistance in getting suspended files back on track.

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Experiences

Loan Officer Assistant for Brokers

Have knowledge of what lenders were easy to work with, which ones had weird quirks to be mindful of. Will have a step ahead on knowing how to register loans and disclose!

Hospitality Experience

Being exposed to the hard industry of hospitality, I believe will have soft skills already developed, such as communication, empathy and problem-solving.

Industries to look for on resume

Hotel/Resort Industry (e.g., front desk, guest services, concierge)
- People from this background are trained to prioritize guest satisfaction and provide top-tier service, much like your focus on the “Ritz-Carlton” experience.
Airline Industry (e.g., flight attendants, customer service agents)
- Airline staff are adept at handling various customer needs, multitasking, and remaining calm under pressure, all of which are valuable in mortgage lending.
Restaurants/Food and Beverage (e.g., servers, bartenders, restaurant managers)
- Restaurant professionals deal with fast-paced environments, maintain customer satisfaction, and manage details efficiently, which can be easily transferred to the mortgage world.
Event Planning/Management (e.g., event coordinators, wedding planners)
- Event planners are used to managing multiple clients, organizing details, and delivering exceptional service, often under tight deadlines.
Retail (e.g., high-end sales associates, store managers)
- Retail workers, especially those in luxury brands or customer-centric environments, develop strong communication and service skills, which align with your core values.
Spa and Wellness (e.g., spa managers, wellness coordinators)
- Spa and wellness professionals often focus on creating a seamless, calming experience for their clients, which reflects the kind of customer service you’re aiming for.
Cruise Industry (e.g., guest services, onboard managers)
- Similar to the hotel industry, cruise staff are known for providing round-the-clock customer service and ensuring guest satisfaction, often in complex or stressful situations. </aside>