Mortgage Loan Officer- Contact Center

USAA•Phoenix, AZ

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 providing personalized mortgage solutions and guidance. It's a performance-driven position in a fast-paced, high-volume environment where the officer will build relationships, connect with members through various channels, and influence outcomes with expert recommendations. The role offers significant earning potential through a competitive compensation package including a strong base salary, performance-based incentives, and a structured ramp-up guarantee. The position requires being in the Phoenix Office 4 days per week, with remote flexibility for active-duty military spouses.

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 keep appropriate parties informed of loan status.
Stay updated on compliance and regulatory requirements, identifying and managing existing and emerging risks associated with business activities.
Develop and maintain successful partnerships with Real Estate Agents.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.