Loan Officer Assistant

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 Officer Assistant (Loan Partner I/Lead Intake) supports the front end of the mortgage process by delivering exceptional client service, managing lead intake, and preparing accurate pre‑approval and loan documentation. The role is responsible for tracking lead conversion metrics, organizing application packages, maintaining CRM accuracy, and ensuring timely communication with borrowers, realtors, and referral partners. By coordinating client applications, verifying documentation, and maintaining structured follow‑up practices, the Loan Partner I/Lead Intak role plays a critical part in driving conversion, supporting loan production, and ensuring a smooth path from initial inquiry to pre‑approval.

Job Responsibilities:

• Deliver exceptional customer service to clients which includes constant and clear communication with borrowers and realtors.
• Compute daily lead conversion metrics using the Lead Tracker and manual tracking.
• Monitor and track assigned new purchase contracts and refinance originations.
• Maintain reporting for Realtor referrals and transactions (VIP Pyramid).
• Assemble complete application packages for review, as assigned.
• Order Day One fees and appraisals for new purchase and refinance files prior to assignment.
• Enter client information and referral sources into the CRM and schedule follow‑ups.
• Prepare and issue finalized pre‑approval packages to clients and referral partners when ready to place an offer.
• Prepare and issue updated loan approval letter and payment/cash to close for offers, as necessary.
• Order income and employment verifications and ensure proper disclosures are obtained.
• Download, organize, and save documents required for pre‑approval review.
• Review and prepare credit re‑score documentation and manage follow‑up plans.
• Receive new leads, acknowledge receipt, and initiate contact within 30 minutes (speed‑to‑lead).
• Complete full applications by phone, gathering goals, income, assets, credit, and personal data.
• Calculate detailed pre‑qualifications to determine next steps for each client.
• Create and manage client portals (Blend) to collect applications and required documents.
• Proactively maintain accurate and timely updates within the CRM throughout all client stages within established timelines; submit loans to LP2 within 72 hours or less.
• Maintain consistent structure over client follow-ups (throughout all stages) and ‘givebacks’ to referral sources.
• Strive for lead conversion rate of 90% or higher, lead to Pre-Approval 70% or higher, and two credit condition resolutions per month.

Qualifications and Skills:

• Graduation from an accredited high school or equivalent.
• Excellent math and analytical skills.
• Excellent written, oral, and interpersonal communication skills.
• Skilled in managing priorities and meeting established deadlines.
• Skill in completing a variety of tasks in a high-volume environment.
• Proficient in Google and Microsoft programs (Google Sheets, Excel, PowerPoint, Word, etc.).

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.