Remote Loan Processor

REMOTE LOAN PROCESSOR (Customer Advocate, Exception Handling)

Location: 100% Remote (Must work EST hours: Mon–Fri, 8:30 AM–5:30 PM)

Start Date: October 27

Equipment Provided

Position Summary:

As a Customer Advocate specializing in Exception Handling, you will play a key role in re-processing mortgage loans that have been rejected and returned for further review. You will not handle loans you originally processed; instead, you’ll manage exceptions and work closely with borrowers, underwriters, and loan advisors to resolve issues and move loans toward closing. This position requires strong customer service skills, attention to detail, and the ability to navigate mortgage guidelines and investor requirements.

Key Responsibilities:

• Serve as the primary point of contact for borrowers, providing exceptional customer service and timely updates throughout the loan process.
• Review and analyze loan applications for compliance with mortgage lending and investor guidelines.
• Validate loan documentation, including the 1003 application, title commitments, fees, and underwriting conditions.
• Order and follow up on third-party items such as insurance, payoffs, and employment verifications.
• Run automated underwriting systems (AUS) and compliance checks to ensure loans meet product and regulatory standards.
• Escalate loans through appropriate channels if restructuring is needed or if qualifications change.
• Maintain accurate records and communication logs in the Loan Operating System.
• Collaborate with sales staff and underwriters to manage expectations and resolve defects or customer objections.
• Track loan status, manage assigned pipeline, and meet monthly funding goals.
• Provide feedback to Loan Credit Advisors regarding loan quality and compliance.
• Ensure adherence to company policies, procedures, and service level agreements.
• Maintain regular and punctual attendance.

Requirements:

• 3–5 years of loan processing experience
• Demonstrated expertise with FHA and VA loan products, with experience managing a balanced portfolio ideally split between FHA, VA, and conventional loans (approximately 30% each)
• Strong understanding of mortgage guidelines and AUS systems
• Excellent communication and customer service skills
• Ability to work independently and manage multiple priorities
• Must be available to work Eastern Standard Time hours