Loan Partner (East Coast)

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:

The Loan Partner serves as the first point of contact, creating a positive first impression for clients and referral partners. This role is responsible for converting new opportunities into qualified buyers through timely follow-up, proactive communication, and a high level of service. The Loan Partner ensures every lead moves efficiently through the pipeline with accuracy, responsiveness, and attention to detail.

This position primarily operates within Eastern and Central Time zone working hours to support the East Coast region. 

Job Responsibilities:

• Respond to every purchase lead within 1 hour and every refinance lead by end of business day.
• Build rapport and gather a comprehensive understanding of each client's needs using discovery questions.
• Complete Jungo/CRM intake with detailed notes and next steps.
• Obtain and review credit information, verify income, and collect all required documentation.
• Review documentation for accuracy and consistency before handoff.
• Build and maintain the loan file in Encompass.
• Prepare complete loan files for Processing.
• Manage rate locks, milestone dates, closing dates, and pipeline accuracy.
• Identify and address issues in a timely manner to minimize impact on clients.
• Provide consultative mortgage guidance by assessing client needs and recommending appropriate lending solutions.
• Gather and assess client goals and needs before discussing available financing options.
• Clearly communicate the mortgage process, requirements, and timelines to clients.
• Provide proactive updates to clients and referral partners, including outreach to referral partners following significant client interactions.
• Prepare the Branch Manager for Homebuyer Consultations and Loan Strategy Meetings.
• Follow up with clients throughout the processing phase as needed.
• Foster positive client and referral partner relationships through professional follow-up, appreciation, and efforts to support client satisfaction and business development.
• Maintain CRM with complete notes, tasks, and follow-up dates.
• Respond to incoming calls and emails in a professional, timely, and courteous manner, ensuring communications are addressed by the end of each workday.
• Manage the Branch Manager’s calendar, appointments, team inbox, and priorities.
• Contact pre-approved homebuyers weekly until they are under contract.
• Call the top 10 referral partners weekly to strengthen relationships.
• Monitor servicing and refinance opportunities.
• Maintain marketing assets including webinar updates, presentations, and contact lists.
• Support team reporting, lead tracking, and KPI reviews.
• undefined.

Qualifications and Skills:

• High School Diploma or equivalent.
• 1+ years of experience in mortgage lending, banking, financial services, sales support, customer service, or a related field.
• Experience with Encompass, preferred.
• Experience with RESPA and general knowledge of all mortgage and consumer lending regulations and loan documents, preferred.
• Excellent math and analytical skills.
• Excellent communication and collaboration skills.
• Excellent organizational and time management skills.
• Proficiency with DU, LP, Microsoft Outlook, and Microsoft Windows. 

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.