Transaction Coordinator (L2C)

Guild Mortgage•Morgan Hill, CA

18h

About The Position

The Transaction Coordinator performs Lead to Contract duties under direct supervision, assisting originators with building complete loan files for submission. The role supports prospective and new applicants, manages lead and client information, coordinates appointments and calendars, sends pre-qualification links, prepares web applications and performs administrative updates for licensed teammates. The coordinator also serves as a customer and referral-source contact within the limitations of Guild policies and applicable law, maintains client and referral-source follow-up, and provides marketing and clerical support as needed. The position does not require an active MLO license. It has limited independent judgment: the employee carries out standard responsibilities with minor variation and escalates complex matters. The role is prohibited from submitting documents to underwriting; assisting borrowers with completing applications or explaining documents, loan programs, or qualification criteria; quoting rates; making loan-lock commitments; and ordering specified written verifications. Guild Mortgage describes the work as primarily sedentary in an office environment, with frequent computer keyboard and mouse use and regular visual and audio interpretation of information.

Requirements

High school diploma or equivalent preferred.
At least one year of total experience in mortgage lending or a related field.
An active MLO license is not required.
Ability to manage multiple priorities; strong attention to detail and organizational skills.
Strong sense of urgency and responsiveness.
Commitment to excellent customer service; patience and professionalism with internal and external customers.
Proficiency with data entry, PDF software, Microsoft Word, and Excel.
Strong verbal and written communication skills.
Basic math skills.
Ethical conduct and commitment to company values.
Ability to work in a fast-paced, metrics-driven environment.
Proficiency in Microsoft Office Suite, Wiki, collaborative cloud-based programs, and third-party software applications.

Nice To Haves

High school diploma or equivalent.

Responsibilities

Assist originators with setting appointments for prospective and new applicants.
Return calls to new leads within 20 minutes and maintain a 35% conversion rate from lead to appointment.
Manage client databases and trackers, including lead tracker, MyCircle, and Zillow.
Send new clients online pre-qualification links on behalf of originators.
Pull and prepare web applications and perform administrative duties, including updating credit reports and AUS findings, for licensed teammates.
Set and confirm originator appointments and manage calendars.
Prepare and send thank-you cards to referral sources and new clients.
Serve as a customer and referral-source contact and keep them informed within the limitations of Guild policies and applicable law.
Run credit on loans assigned to an originator.
Request weekly status updates from pre-approved clients and referral sources.
Contact expired pre-approved clients to gather documentation for licensed teammates to update pre-approval documentation or letters.
Coordinate, create, obtain compliance approval for, track, and distribute advertising materials as needed.
Manage monthly compliance-approved email marketing to realtors.
Collect supporting customer documentation for pre-approval, subject to Guild’s SAFE Act policy.
Maintain referral-source relationships through prompt responses and customer service.
Stay current with company-approved programs and software systems, and implement new systems for the team and clients.
Answer customer inquiries about active loans or loan application status.
Provide clerical and administrative support as needed.
Escalate complex issues for advice and resolution.
Do not submit documents to underwriting; assist borrowers with completing applications or explaining documents, loan programs, or qualification criteria; quote rates or make loan-lock commitments; or order written non-third-party employment, income, deposit, mortgage, or rental verifications.