Copy of Branch Team Captain – Loan Officer Assistant

Security National Mortgage Company•Santa Rosa, CA

45d

About The Position

We are seeking a dynamic, detail-oriented, and customer-focused Branch Team Captain to support a top-producing mortgage loan officer and help drive branch performance. This pivotal role blends operations, customer service, marketing coordination, and loan officer assistance. The ideal candidate thrives in a fast-paced, deadline-driven environment and has a passion for delivering outstanding service while keeping a team organized and accountable.

Nice To Haves

Recent mortgage industry experience preferred, but not required
Background in fast-paced, high-touch environments such as hospitality, real estate, or customer service strongly valued
Familiarity with DU, LP, and mortgage pre-approval processes preferred
Highly organized and detail-oriented with the ability to manage multiple priorities and deadlines
Strong interpersonal and written communication skills—empathetic, articulate, and confident
Proficient with Salesforce or similar CRM platforms
Tech-savvy; capable of handling tools like Microsoft Office, Google Workspace, and light marketing tools
Smart, dependable, and solutions-oriented—someone who takes ownership and sees tasks through to completion without being micromanaged
A natural team leader—calm under pressure, resourceful, and adaptable

Responsibilities

Serve as the right-hand partner to the branch’s lead loan officer, ensuring daily operations run smoothly and efficiently
Run Desktop Underwriter (DU) and Loan Product Advisor (LP) for new pre-approvals; assist with structuring files and helping clients get qualified
Fix problems in the process—whether operational, transactional, or related to borrower communication—proactively and resourcefully
Track loan files through each stage, managing deadlines, follow-ups, and ensuring smooth transitions between milestones
Act as the main point of contact for clients, agents, and internal team members—ensuring all communication is timely, clear, and empathetic
Assist with CRM data management (Salesforce preferred), including tracking lead status, updating notes, and maintaining file integrity
Help submit and reconcile various business expenses and branch-related reimbursements
Support team morale and accountability, keeping operations moving forward even when the loan officer is unavailable
Create and execute basic marketing campaigns (social media, email, print) to support brand awareness and referral generation
Take full ownership of assigned projects and responsibilities, ensuring no loose ends and consistent follow-through

Benefits

Competitive base salary
Performance-based bonuses for exceeding goals and driving results
Opportunity to grow into a licensed mortgage originator role or expanded leadership position
High-energy, supportive team culture
Direct mentorship from a 20-year veteran in the mortgage industry
Opportunities for long-term career development within a high-producing branch

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