Loan Associate

Finance of America•,

About The Position

The Loan Associate supports Loan Officers in increasing production by handling frequent, process-driven administrative and clerical activities while maintaining borrower experience and file quality. The role performs front-end pre-processing to help ensure loan files are complete, accurate, and ready for transfer to Operations and timely submission to underwriting. It monitors loan files from application through funding, coordinates routine follow-up with borrowers and internal teams, and escalates material issues to the Loan Officer or manager as appropriate.

Requirements

At least 6 months of prior experience in a role related to mortgage loan origination.
Active NMLS licensing.
Excellent written communication and interpersonal skills.
Demonstrated computer proficiency.
Previous call center experience.
Excellent customer service, communication, and organizational skills.
Prior experience working with automated Loan Origination Systems.
Self-motivation and a strong sense of ownership and accountability.
A combination of technical and soft skills.
Ethical conduct and commitment to company values.
High School Diploma or GED.

Nice To Haves

Bachelor's Degree.

Responsibilities

Collect, track, and upload borrower documentation and maintain document checklists for complete, submission-ready loan files.
Send counseling certificates and other assigned documents through DocuSign, monitor completion, and upload completed documents to applicable systems.
Follow up on unsigned applications, resend DocuSign packages as needed, and guide borrowers through electronic signatures in accordance with Loan Officer direction.
Coordinate appraisal payments, ordering, scheduling, and follow-up, including second appraisals when required.
Review assigned files for readiness, accurately complete loan handoff information, and support efficient transfer to processors and underwriting.
Maintain timely and accurate loan status information in Salesforce, MCP, the shared Loan Pipeline Tracker Spreadsheet, and other applicable systems.
Serve as a primary contact for Sales Support, processors, and underwriters on routine file-status and outstanding-item matters; escalate decisions and material issues as appropriate.
Communicate with borrowers by email, phone, and text about document collection, portal access, texting opt-in, appraisal coordination, and other limited administrative needs, keeping the Loan Officer copied on borrower email communication.
Monitor active pipeline files from application through underwriting submission, follow up on outstanding requirements, and work to prevent avoidable processing delays.
Coordinate routine post-underwriting follow-up, including minor repairs, appraisal-related needs, and outstanding borrower items, to support progress toward closing.
Acknowledge Loan Officer requests within 45 minutes, respond to internal and external emails within two hours, and complete assigned tasks the same day when practicable or communicate clear completion expectations.
Update Salesforce and MCP notes and the shared Loan Pipeline Tracker Spreadsheet with current status, outstanding items, next steps, and follow-up activity.
Identify borrower resistance, missing documentation, appraisal concerns, delays, and other file risks and promptly escalate them when appropriate.
Manage on-hold files in coordination with the manager and maintain appropriate follow-up and status visibility.
Review assigned Loan Officer pipelines at the beginning of the day and ensure end-of-week pipeline information reflects current status, outstanding items, and next steps.
Perform other duties as assigned.