Mortgage Operations Specialist

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 7,000 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 Mortgage Operations Specialist is responsible for performing loan opening duties for the branch, including ordering required third‑party documentation and preparing files for transfer to processing. In addition, the role provides dedicated support to the Senior VP of Lending by serving as a primary point of contact after application, managing borrower, agent, and third‑party communications, coordinating documentation, monitoring milestones, supporting closing activities, and assisting with post‑closing client care. The Mortgage Operations Specialist plays a key role in ensuring a smooth, timely, and high‑quality borrower experience while supporting consistent loan production and relationship management.

Job Responsibilities:

• Review loan files to ensure accuracy and compliance with company policy and regulatory requirements.
• Order and manage required third‑party services and verifications for the branch, including title reports, appraisals, IRS tax transcripts, and condominium documentation.
• Obtain updated homeowner’s insurance policies from insurance agents.
• Verify borrower information, including rental history, deposited funds, mortgage payment history, and two‑year employment history.
• Coordinate subordination agreements when multiple mortgages are present and only one is being paid off.
• Coordinate mortgage transactions for the Senior VP of Lending by serving as a primary point of contact for borrowers, agents, title companies, and internal teams, ensuring smooth progression from application through closing.  Duties include:
  • Send introduction emails to borrowers and real estate agents outlining primary contacts, outstanding documentation needs, and relevant title and appraisal timelines.
  • Support and back up loan processing by proactively collecting required documentation from borrowers and agents throughout the loan process.
  • Provide timely milestone updates to agents, including appraisal receipt, title clearance, and clear‑to‑close status, and coordinate scheduling of closings as appropriate.
  • Facilitate timely loan closings by working directly with title companies and borrowers on refinances, second mortgages, and FSBO transactions, and coordinating with agents on other purchase closings.
  • Review and approve final Closing Disclosures (CDs).
  • Prepare and deliver closing preparation communications to borrowers, including Important Closing Information emails.
  • Conduct post‑closing outreach, including first payment reminders and thank‑you correspondence to borrowers and agents.
  • Update internal social media or recognition platforms with closing announcements on a regular basis.
  • Respond to borrower servicing inquiries and route questions to appropriate departments as needed.
  • Perform additional post‑closing support to ensure accurate records, proper follow‑up, and continued borrower, and referral partner satisfaction.

Qualifications and Skills:

• High School diploma or equivalent.
• A minimum of 4 years of residential mortgage/industry experience.
• Experience with RESPA regulations.
• Encompass experience.
• Experience with mortgage and consumer lending regulations, including but not limited to Regulation Z and Regulation B requirements, and loan documents, preferred.
• Excellent analytical skills, with attention to detail to prevent processing delays, compliance issues, closing problems, and poor borrower experience.
• Excellent communication skills to keep multiple parties aligned, informed, and moving forward.
• Excellent prioritization and time management skills.
• Proficient in Microsoft Office & Windows.
• Proficient in DU, LP.
• Commitment to learning additional tasks and growing in the position.

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.

Pay Range:

• Hourly Rate: $26.00 - $32.00

• This position is bonus plan eligible

The posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.