Loan Officer, Inside Sales

Essential Job Functions
Handle inbound calls and make proactive outbound calls to assigned leads and existing customers using approved telephony tools; adhere to scheduled phone coverage, queue procedures, and availability expectations.

Respond promptly to new leads and borrower inquiries, follow established contact cadences, and complete scheduled callbacks and follow-up tasks to maximize meaningful borrower engagement.
Meet established KPIs for funded loan volume and count, call activity, talk time, productive contacts, speed-to-lead, conversion rates, and pipeline pull-through while maintaining loan quality and a positive borrower experience.

Manage and originate loans from company-provided leads. Self-generated leads may also be originated in accordance with company policies, but generating personal business is not an expectation of this role.
Conduct consultative borrower interviews to assess financing objectives, income, assets, and credit information; recommend appropriate available mortgage solutions for purchase and refinance transactions.
Clearly explain mortgage options, pricing, loan terms, costs, and application requirements; address borrower questions and concerns without making misleading statements or commitments.
Set realistic expectations for documentation, milestones, and closing timelines, and provide proactive updates through approved communication channels throughout the loan process.
Assist borrowers with accurate, complete loan applications and required documentation; review information for completeness and potential eligibility issues before submission for processing and underwriting.
Maintain accurate, timely records in customer relationship management (CRM), telephony, and loan origination systems, including contact attempts, call outcomes, borrower information, next steps, and pipeline status.
Actively manage the loan pipeline, monitor aging and outstanding conditions, and coordinate with processing, underwriting, and closing teams to resolve issues, reduce avoidable fallout, and support timely funding.
Maintain current knowledge of mortgage programs and applicable requirements; follow company procedures for required disclosures, fair lending, HMDA reporting, customer contact consent, do-not-call requests, and protection of borrower information.
Follow approved call guides and quality standards, participate in call monitoring and coaching, and apply feedback to improve sales conversations, accuracy, and customer service.
Recognize and promptly escalate borrower complaints, complex loan scenarios, compliance concerns, and system issues through established channels; document actions and follow through on resolution.
Complete required training, participate in team meetings and product updates,