Lock Desk Specialist
V.I.P. Mortgage Inc.•Scottsdale, AZ
•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
- High School diploma or GED, required.
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
