Job Description

POSITION SUMMARY A Consumer Direct Mortgage Loan Originator (MLO) is responsible for generating mortgage loan applications through inbound and outbound consumer engagement. This role focuses on working directly with borrowers-often remotely or via call center environments-to understand their financial needs, recommend appropriate mortgage products, and guide them through the loan process from initial inquiry to closing. The MLO ensures compliance with federal and state regulations, delivers exceptional customer service, and meets or exceeds production goals in a fast‑paced, metrics‑driven environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions include, but are not limited to the following:

Customer Engagement & Lead Management

• Respond to inbound consumer inquiries generated through marketing campaigns, online applications, and referral sources.
• Conduct outbound calls to warm leads, past customers, and prospects to generate new loan opportunities.
• Build rapport quickly and maintain a high level of professionalism in all customer interactions.
• Assess borrower needs and financial goals to recommend suitable mortgage products.

Loan Origination & Application Management

• Collect and analyze borrower financial information, including income, assets, credit, and liabilities.
• Pre‑qualify borrowers and provide accurate loan estimates based on underwriting guidelines.
• Guide borrowers through the application process, ensuring all required documentation is obtained.
• Submit complete and compliant loan files to processing and underwriting teams.
• Maintain detailed notes and accurate data entry in CRM and loan origination systems.

Product Knowledge & Compliance

• Maintain a strong understanding of conventional, FHA, VA, and other mortgage products.
• Stay current on lending regulations, investor guidelines, and company policies.
• Ensure all communications and loan recommendations comply with federal and state laws, including RESPA, TILA, ECOA, and SAFE Act requirements.
• Maintain active NMLS licensing and continuing education requirements.

S ales Performance & Pipeline Management

• Meet or exceed monthly production goals for funded loans, conversion rates, and call metrics.
• Manage a robust pipeline of active borrowers, ensuring timely follow‑up and proactive communication.
• Collaborate with processors, underwriters, and closers to ensure smooth loan progression and on‑time closings.
• Identify opportunities to cross‑sell additional financial products when appropriate.

KNOWLEDGE, SKILLS & ABILITIES

• Strong critical thinking and sound judgment, with the ability to evaluate data, anticipate downstream impacts, and assess risk.
• Ability to prioritize multiple tasks in a fast ‑ paced, deadline ‑ driven environment with a strong sense of urgency.
• Excellent customer service, interpersonal, verbal, and written communication skills.
• Intermediate math proficiency.
• High attention to detail and strong organizational skills.
• Professionalism and patience when interacting with internal and external customers.
• High ethical standards and alignment with company values.
• Proficiency with data entry, PDF software, Microsoft Word, and Excel.

EDUCATION & EXPERIENCE

• Active NMLS license required.
• High school diploma or GED equivalent, must also be 18 years or older.
• 1-3+ years of mortgage sales or call ‑ center lending experience preferred.
• Strong knowledge of mortgage products and underwriting guidelines.
• Excellent communication, negotiation, and customer service skills.
• Ability to thrive in a high ‑ volume, metrics ‑ driven environment.
• Proficiency with LOS/CRM systems and basic financial calculations.

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