Mortgage Loan Officer - Contact Center

USAA•Phoenix, AZ

7d•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, communicating across multiple channels, and providing expert recommendations. It's a performance-driven role in a fast-paced, high-volume environment, suitable for a motivated professional. The role offers significant earning potential through a competitive compensation package including a base salary and performance-based incentives, with a structured ramp-up guarantee. The work environment is hybrid, requiring 4 days per week in the Phoenix Office.

Requirements

High School Diploma or General Equivalency Diploma required.
1–2 years of experience as a Loan Officer or in a comparable sales role.
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, metrics-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, follows established written risk, compliance and regulatory requirements to process VA and Conventional mortgage loans, both purchase and refinance within a service level objective requirement.
Based on predetermined requirements, assesses, and grants or rejects mortgage applications.
Manages a pipeline of member calls for mortgage products; conducts daily phone calls and manages voicemail/email correspondence.
Partners closely with Processors, Underwriters and Closers to deliver on the mortgage products within a specified period of time.
Responds to member and third-party phone calls to keep appropriate parties informed of loan status.
Stays updated on compliance and regulatory requirements and identifies and manages existing and emerging risks that stem from business activities; ensures risks associated with business activities are effectively measured, monitored, and controlled.
Develops and maintains successful partnerships with Real Estate Agents.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.