Operations Support Specialist - Paramus, NJ or Houston, TX Preferrednew

Job Description

The Operations Support Specialist provides flexible, cross-functional support across mortgage operations to maintain service levels, workflow continuity, accuracy, and timely loan progression. The specialist is responsible for developing advanced proficiency in at least two Operations Support functions and maintaining sufficient working knowledge of the remaining functions to provide backup coverage as business needs require. Functional assignments may include Wholesale and Retail appraisal support, loan assignments, lock desk, re-disclosure, and case assignments. The role requires strong judgment, attention to detail, adaptability, customer service, and the ability to shift priorities quickly while following applicable regulatory requirements, company procedures, and service-level expectations.

Primary Job Duties:

• Develop and maintain advanced proficiency in at least two assigned Operations Support functions and cross-train in the remaining functions to provide reliable backup coverage as directed by the Operations Support Manager.

• Rotate among functional assignments based on business volume, staffing, deadlines, and operational priorities while maintaining accuracy, responsiveness, and established turn times.

• Provide exceptional service to internal and external customers; communicate status, outstanding items, and next steps clearly and promptly.

• Maintain accurate records, trackers, logs, loan data, and supporting documentation; identify discrepancies, trends, capacity concerns, and process risks and report them to management.

• Collaborate with processors, underwriters, closers, account executives, loan officers, vendors, appraisal management companies, and other business partners to resolve issues and facilitate timely loan progression.

• Follow company policies, operational procedures, investor requirements, and applicable regulatory requirements for each assigned function.

• Support process improvement, workflow standardization, cross-training documentation, reporting, special projects, and other department initiatives.

Functional Responsibilities:

Appraisal Support - Wholesale and Retail

• Process, track, update, cancel, deliver, and maintain appraisal and inspection requests submitted by authorized partners, processors, Intake, and other internal teams.

• Upload appraisal-related documents and data to applicable systems; follow up with internal stakeholders and vendors regarding pending items and order status.

• Maintain appraisal order tracking, monitor service performance, escalate material discrepancies or trends, and support vendor and appraisal management company relationships.

Loan Assignment Support

• Assign new loan submissions to processors and underwriters timely and in accordance with established capacity and assignment procedures.

• Monitor loan cabinets and pipelines, analyze volume and capacity trends, and make or coordinate file reassignments as approved or needed.

• Obtain approvals, documents, and vendor information; provide updates and follow up on missing or pending items that affect assignment or loan progression.

Lock Desk Support

• Complete pricing lock requests for Principal Agent and Broker loans accurately and within established turn times.

• Manage and track partner incentives, pricing exceptions, processing fee logs, and related pricing support records.

• Update applicable calculators, rate sheet files, file builders, and flat files; distribute approved materials and communicate with Wholesale Sales regarding pricing, incentives, and price sheets.

Case Assignment Support

• Receive, review, organize, index, and upload loan documentation; perform preliminary reviews and identify missing or incomplete items.

• Order and track FHA case number assignments, transfers and other services needed to support the team.

• Respond to questions regarding status, documentation, and operational processes.

Re-Disclosure Support

• Process re-disclosures in accordance with applicable requirements, company procedures, and required timelines.

• Review change-of-circumstance activity and daily pipelines to determine whether revised disclosures are required and allowable.

• Apply working knowledge of RESPA, TILA, MDIA, state-specific fees and taxes, FHA requirements, adverse action scenarios, and loan file transfers as applicable to assigned work.

 

 

 

Qualifications

 

• One to two years of residential mortgage lending, mortgage operations, or closely related experience preferred.

• Working knowledge of mortgage loan documents, loan origination processes, and underwriting or operational guidelines.

• Ability and willingness to learn multiple operational functions, achieve advanced proficiency in at least two functions, and maintain readiness to provide backup coverage in other assigned areas.

• Ability to read, analyze, and interpret procedures, manuals, policies, regulations, reports, and loan documentation.

• Strong attention to detail, organization, analytical ability, judgment, and time-management skills.

• Ability to prioritize competing requests, adapt quickly to changing assignments, and work independently with limited supervision.

• Excellent written and verbal communication, customer service, follow-up, and relationship-management skills.

• Intermediate proficiency in Microsoft Word, Excel, and Outlook; ability to learn loan origination, pricing, appraisal, workflow, reporting, and other business systems.

• Experience with ReverseVision, Salesforce, Tableau, appraisal management platforms, or similar mortgage technology is preferred.

• Reliable, punctual, self-motivated, and able to work effectively both independently and as part of a cross-functional team.

• Ability to work extended hours or adjusted schedules as business needs require.

Additional Information

• Working in a growing and dynamic industry
• Full benefits: Medical, Dental, Vision, FSA/HSA, and wide array of voluntary products and discounts
• 401(k) with company match
• Paid time off
• This is a non-exempt role
• Target base salary range is 50-60K, which is based on various factors including skills and work experience.
• In addition to base salary, this role is eligible for a competitive additional compensation program via monthly bonus
• LBF is an EEO/AA/Vet/Disabled Employer
• Please note that salaries that are estimated on various job sites may not reflect the actual compensation. Job sites, set the estimated salary, not Longbridge Financial.

 

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