Pylon is hiring a Mortgage Operations Loan Processor. This is an entrepreneurial role focused on hands-on management of originating customers and cross-team collaboration to ensure efficient, compliant loan originations. You will shape the platform's future by maintaining excellent customer relationships and building flexible, automated systems.
What You'll Do
- Respond to inbound customer inquiries via phone, email, and chat regarding mortgage loans, applications, payments, and refinancing.
- Diagnose and resolve customer issues, providing clear information and escalating complex issues when necessary.
- Maintain detailed records of customer interactions and transactions, ensuring follow-up actions are completed.
- Provide step-by-step assistance to customers throughout the mortgage application and approval process, including document submission and loan status updates.
- Work closely with underwriting, processing, and external loan officers to resolve customer queries and ensure timely updates.
- Stay up-to-date with mortgage industry regulations and company policies to ensure compliance in all customer interactions.
- Identify opportunities to enhance customer satisfaction through proactive communication, including follow-up on pending loan statuses.
- Gather customer feedback and provide insights to the management team to improve processes and customer experience.
What We're Looking For
- 2-5 years of experience as a Loan Officer, Loan Processor, or in customer support, preferably in the mortgage industry.
- Understanding of mortgage processes, terminology, and regulations (e.g., underwriting guidelines, TRID timelines, third-party services).
- Excellent verbal and written communication skills, with the ability to explain complex concepts clearly and concisely.
- Strong empathy, patience, and a customer-first attitude to build rapport and trust with clients.
- Strong analytical and problem-solving skills, with the ability to handle challenges in a calm, professional manner.
- High level of accuracy and attention to detail in handling customer inquiries and documentation.
- Ability to handle multiple customer inquiries simultaneously and prioritize effectively in a fast-paced environment.
Team & Environment
This role involves cross collaboration with internal partners such as underwriting and processing.
Benefits & Compensation
- Meaningful early-stage equity.
- Top-tier medical, vision & dental with support for dependents.
- 401(k) plan.
- Flexible Time Off policy.
- $2,000 hardware allowance to fix up your workspace.
- Fully paid annual team off-sites.
- At-cost mortgages to help finance your next home.
Pylon is an equal opportunity employer.
