Lock Desk Specialist

V.I.P. Mortgage Inc.•Scottsdale, AZ

4d•Hybrid

About The Position

The Mortgage Lock Desk Specialist at V.I.P. Mortgage, Inc. is responsible for the accurate and timely processing of lock-related requests submitted by Loan Officers and TPO originators. This role is execution-focused and volume-driven, with an emphasis on service levels, accuracy, and adherence to pricing and lock policies. The Lock Desk Specialist plays a critical role in ensuring smooth loan origination workflows by processing tickets efficiently and consistently within established guidelines.

Requirements

1–3 years of mortgage experience, preferably in Lock Desk, Secondary, or Operations
Working knowledge of mortgage rate locks, extensions, and pricing concepts
Experience using Encompass LOS and Optimal Blue
High attention to detail and accuracy
Strong time management and organizational skills
Ability to work efficiently in a high-volume, ticket-driven environment
Clear written and verbal communication skills

Responsibilities

Process lock, extension, renegotiation, relock, and cancellation requests in Encompass
Review requests for completeness, accuracy, and compliance with pricing and lock policies
Utilize Optimal Blue to validate pricing, lock terms, and eligibility
Communicate clearly with Loan Officers, Account Executives, and Operations teams regarding lock status, corrections, or issues
Maintain service level standards for ticket turnaround times
Collaborate with Secondary team on loan-level data reconciliation
Assist with ad hoc projects and responsibilities as directed by Lock Desk Manager
Monitor lock desk queues and prioritize tickets based on urgency and established SLAs, generally within 1-2 hours of the request
Maintain responsibility for approximately 20–25% of total lock desk tickets, with a representative mix of both routine and complex requests
Ensure all lock actions are properly documented in Encompass
Escalate pricing discrepancies, system issues, or policy exceptions as appropriate
Assist in maintaining clean pipelines and minimizing rework or corrections
Follow established lock desk policies, procedures, and controls
Assist with audits, post-lock reviews, and quality checks as requested
Identify recurring issues and communicate trends or concerns to management
Other duties as assigned by management