Job Summary The Mortgage Loan Processor will support the Customer Experience Managers (CXM) pipeline, assisting each CXM in achieving the goal of closing loans within 14 days or less. Responsibilities include supporting closing processes, borrower communication, file management, and problem resolution. Job Description Guide borrowers through accepting loan offers and the closing process. Troubleshoot any issues borrowers may encounter during the signing process. Ensure all closing documents are prepared for either Remote Online Notary (RON) or traditional notary closings. Confirm the status of closing documents via the CLOSING tab and maintain communication with necessary parties (e.g., EXOS for notary closings). Review and resolve errors in generated closing documents, escalating issues to the closing review team in Zendesk as needed. Monitor and manage closing timelines, ensuring all loans are completed within the required 14-day window. For Texas transactions, confirm borrowers accept the final offer for title processing and coordinate with borrowers to schedule attorney appointments for closing. Review and respond to open tickets in Zendesk, providing solutions and support. Answer inquiries from CXMs or borrowers regarding the closing process. Upload documents from borrowers or loan officers to the Admin system and make appropriate notes for review. Document completed tasks and responses in Zendesk for transparency and tracking. Required Qualifications Ability to manage and prioritize multiple tasks simultaneously, ensuring efficiency and timely resolution of customer concerns. Motivated team player committed to contributing to the collective success of the customer service team. Strong verbal and written communication skills, capable of clearly conveying information and solutions to both customers and team members. Professional and customer-friendly demeanor in all customer-facing interactions, ensuring a positive company representation. Flexible and resilient, adapting to various customer scenarios and challenges to meet unique needs. Familiarity with company systems and a thorough understanding of the loan life cycle, ensuring informed responses to customer inquiries. Proactive in providing timely, constructive feedback to management, contributing to continuous improvement in service delivery. Willingness to take on additional duties, demonstrating versatility and a proactive approach to team success. Seniority level Associate Employment type Full-time Job function Finance #J-18808-Ljbffr