Job Description

JOB DESCRIPTION

Job Title: Broker Concierge

Department: Broker Operations

Reports To: TBD

FLSA Status: Non-Exempt

Management: No

Salary Range: TBD

PRIMARY FUNCTIONS

The Broker Concierge is responsible for delivering a high‑touch, 'white glove' service experience to brokers throughout the loan manufacturing process. Acting as the central point of contact between brokers, Account Executives, and Underwriters, this role ensures loans move efficiently from submission through closing with accuracy, urgency, and exceptional communication.

ESSENTIAL DUTIES AND RESPONSIBILITIES

- Serve as the primary liaison between brokers, Account Executives, and Underwriters, providing exceptional and personalized service.

- Manage condition submissions to Underwriters, ensuring efficient and timely reviews.

- Sign off on designated conditions within delegated authority.

- Oversee communication and coordination throughout the loan manufacturing process from start to finish.

- Drive loan files to close quickly, efficiently, and accurately.

- Monitor file flow to identify and address bottlenecks or missing elements.

- Maintain detailed and accurate records within the LOS and per company procedures.

- Collaborate proactively with internal teams to resolve discrepancies or documentation issues.

- Uphold compliance with federal, state, investor, and company guidelines throughout the process.

- Provide outstanding customer service to both internal stakeholders and external partners.

DESIRED PERSONAL CHARACTERISTICS

- Strong communication and problem‑solving skills

- Ability to work independently and manage deadlines

- Ability to multitask in a fast‑paced, high‑volume environment

- Customer‑focused mindset with a 'concierge' level service approach

- Detail‑oriented and committed to high‑quality work

- Calm under pressure and adaptable to change

- Open‑minded, collaborative, and innovation‑oriented

EDUCATION

- High School Diploma or equivalent required

EXPERIENCE

- Minimum of 5 years of mortgage processing experience with a strong emphasis on customer service

- Thorough understanding of GSE (Fannie Mae and Freddie Mac), FHA, and VA guidelines

- Strong knowledge of TRID regulations and closing practices in both wet and dry states

- Junior Underwriting experience preferred

- Proficiency with loan origination platforms and related systems

- Excellent organizational skills and communication abilities

- Demonstrated ability to thrive in a deadline‑driven environment

PHYSICAL REQUIREMENTS

- Standard office environment with computer and general office equipment

- Ability to move throughout the department and related work areas

Additional Information

All your information will be kept confidential according to EEO guidelines.