Mortgage Loan Officer- Contact Center

USAA•San Antonio, TX

4d•Hybrid

About The Position

USAA is seeking a Mortgage Loan Officer for its Contact Center. This role is crucial in helping members achieve homeownership by guiding them through tailored mortgage solutions. The position involves building relationships, connecting with members through various channels, and providing expert advice. It's a performance-driven role in a fast-paced, high-volume environment with significant earning potential through a competitive compensation package including a strong base salary and performance-based incentives. A structured ramp-up guarantee is provided. The role requires being in the office 4 days per week in the San Antonio Office.

Requirements

High School Diploma or General Equivalency Diploma required.
2+ years’ experience as a Mortgage Loan Officer.
Acquisition and maintenance of applicable licenses/state registrations as required.

Nice To Haves

Experience driving mortgage sales in a fast-paced, high-volume contact center.
2+ years of sales and/or high-volume contact center experience.
Active or prior NMLS license/registration.
US military experience through military service or a military spouse/domestic partner.
Proven success in a high-volume, metric-driven call center environment (e.g., conversion, call quality, adherence, sales goals).
Experience managing inbound and outbound loan inquiries in a call center, including application intake, pre-qualification, and funding support.
Background in a bank, credit union, or lending contact center, with working knowledge of mortgage products and regulatory requirements.
Strong consultative sales skills in a call center setting, with the ability to educate customers while balancing customer experience and production goals.
Proficiency with LOS, CRM systems, and call center technologies.

Responsibilities

Under limited supervision, process VA and Conventional mortgage loans (purchase and refinance) within service level objectives, adhering to written risk, compliance, and regulatory requirements.
Assess and grant or reject mortgage applications based on predetermined requirements.
Manage a pipeline of member calls for mortgage products, conducting daily phone calls and managing voicemail/email correspondence.
Partner closely with Processors, Underwriters, and Closers to deliver mortgage products within specified periods.
Respond to member and third-party phone calls to provide loan status updates.
Stay updated on compliance and regulatory requirements, identifying and managing existing and emerging risks.
Ensure risks associated with business activities are effectively measured, monitored, and controlled.
Develop and maintain successful partnerships with Real Estate Agents.