Loan Partner II

CrossCountry Mortgage • Tucson, AZ

20d

About The Position

The Loan Partner II delivers exceptional customer service from contract to closing by guiding borrowers through each step of the loan process. This role oversees the end-to-end loan pipeline, including interest rate locks, to ensure timely and compliant closings. By providing consistent updates on key milestones, next steps, and action items, this role keeps borrowers and real estate partners well-informed. The Loan Partner II drives high customer satisfaction and fosters lasting client relationships through proactive communication and engagement.

Requirements

• High School Diploma or equivalent.
• 3+ years of experience in conventional fixed-rate and ARM, HELOC, and construction mortgage loan processing or origination.
• Experience with mortgage loan processing.
• Experience with Encompass.
• Excellent communication and collaboration skills.
• Proficiency in DU, LP, Microsoft Office, and Windows.

Nice To Haves

• State and Federal NMLS License, preferred.

Responsibilities

• Deliver high-quality customer service throughout the loan process, from contract execution to closing.
• Contact the borrower within 24 hours of file receipt to introduce the role, set expectations, outline next steps, and review the Uniform Residential Loan Application (Form 1003) for completeness and accuracy.
• Send introductory emails to both the buyer’s and seller’s agents for new purchase contracts, copying the Loan Officer.
• Create and distribute personalized introductory and appreciation videos to enhance client engagement.
• Distribute, review, and explain (via phone call) the Closing Disclosures (CDs) to borrowers, addressing questions and correcting errors before sending the documents out for signature.
• Notify Realtors and builders to coordinate closing, providing client support as needed.
• Draft and distribute closing notifications to all parties, detailing the date, time, location, required documents, cash-to-close amounts, and remittance instructions.
• Notify the Marketing team of the closing date, time, and location to ensure on-site closing gift delivery.
• Maintain a minimum 95% five-star rating on post-closing client satisfaction surveys.
• Manage a pipeline of loans to ensure smooth and on-time closings; participate in daily and weekly pipeline review meetings to track loan status and address processing bottlenecks.
• Stay current on loan products and regulatory requirements to ensure accurate and compliant processing.
• Review loan files to identify and notate any items needed from the borrower within 24 hours prior to submission.
• Collaborate with the Operations Manager to troubleshoot and resolve processing challenges.
• Communicate underwriting conditions to borrowers within 48 hours of receipt, providing both verbal explanations and written condition lists.
• Perform a quality control review of final loan paperwork against established checklists and compliance standards.
• Submit loans to Underwriting at least 15 days before the scheduled closing.
• Deliver closing documents to Closing within 72 hours (3 business days) prior to the closing date.
• Distribute weekly lender status updates (LSUs) to Realtors, Loan Officers, and Operations Managers.
• Notify borrowers of key milestones such as appraisal completion, underwriting approval, and document delivery to the title company and provide weekly status updates through scheduled phone calls and follow-up emails, summarizing progress, soliciting feedback, and requesting referrals.
• Conduct post-closing follow-up via phone call and email to congratulate, thank, and gather feedback from the borrower.
• Generate at least one client referral per transaction through proactive relationship management and service excellence.

Benefits

• CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K.
• We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees