Broker Concierge

HomeXpress Mortgage Corp•Santa Ana, CA

24d

About The Position

The Broker Concierge is responsible for delivering a high‑touch, 'white glove' service experience to brokers throughout the loan manufacturing process. Acting as the central point of contact between brokers, Account Executives, and Underwriters, this role ensures loans move efficiently from submission through closing with accuracy, urgency, and exceptional communication.

Requirements

Strong communication and problem‑solving skills
Ability to work independently and manage deadlines
Ability to multitask in a fast‑paced, high‑volume environment
Customer‑focused mindset with a 'concierge' level service approach
Detail‑oriented and committed to high‑quality work
Calm under pressure and adaptable to change
Open‑minded, collaborative, and innovation‑oriented
High School Diploma or equivalent required
Minimum of 5 years of mortgage processing experience with a strong emphasis on customer service
Thorough understanding of GSE (Fannie Mae and Freddie Mac), FHA, and VA guidelines
Strong knowledge of TRID regulations and closing practices in both wet and dry states
Proficiency with loan origination platforms and related systems
Excellent organizational skills and communication abilities
Demonstrated ability to thrive in a deadline‑driven environment

Nice To Haves

Junior Underwriting experience preferred

Responsibilities

Serve as the primary liaison between brokers, Account Executives, and Underwriters, providing exceptional and personalized service.
Manage condition submissions to Underwriters, ensuring efficient and timely reviews.
Sign off on designated conditions within delegated authority.
Oversee communication and coordination throughout the loan manufacturing process from start to finish.
Drive loan files to close quickly, efficiently, and accurately.
Monitor file flow to identify and address bottlenecks or missing elements.
Maintain detailed and accurate records within the LOS and per company procedures.
Collaborate proactively with internal teams to resolve discrepancies or documentation issues.
Uphold compliance with federal, state, investor, and company guidelines throughout the process.
Provide outstanding customer service to both internal stakeholders and external partners.