Loan Officer Assistant (Full WFH - US Client)

About the Role: We are seeking a highly motivated and customer-focused Loan Officer Assistant (LOA) to support our U.S.-based mortgage team. The Loan Officer Assistant serves as the primary point of contact for borrowers through the pre-approval stage, helping guide clients through the mortgage application process while ensuring a seamless customer experience. This role requires excellent communication skills, strong attention to detail, and the ability to manage a pipeline of mortgage leads in a fast-paced sales environment. Key Responsibilities: Loan Origination & Processing Be available for live lead transfers and maintain a pipeline in accordance with performance standards. Gather, review, and organize required borrower documentation, including income documents, tax returns, and credit information. Ensure loan files are complete and ready for review by the assigned Licensed Loan Officer. Coordinate closely with Loan Officers throughout the pre-approval process. Borrower Engagement Engage with prospective homebuyers to understand their financing needs and mortgage goals. Guide borrowers through the mortgage application process using company systems and mobile applications. Deliver exceptional customer service while following established scripts, processes, and compliance requirements. Address borrower questions and concerns promptly and professionally. Sales & Relationship Management Manage and nurture a pipeline of prospective borrowers. Conduct timely follow-ups to maximize lead conversion opportunities. Build trust and rapport with clients to encourage referrals and repeat business. Meet or exceed individual performance and sales goals. Mortgage Product Knowledge Maintain knowledge of various mortgage products, including: FHA Loans VA Loans USDA Loans Conventional Loans Non-QM Loans Help identify mortgage solutions that align with borrowers' financial circumstances and goals. Administrative & Compliance Support Provide regular updates to borrowers regarding their loan status. Respond to emails, text messages, and voicemails within established service-level expectations. Maintain accurate records and documentation throughout the loan process. Ensure adherence to company policies, mortgage regulations, and compliance standards. Training & Development Attend weekly coaching and training sessions with the Loan Officer Assistant Team Lead. Participate in sales meetings and ongoing professional development opportunities. Escalation Management Professionally manage borrower concerns and complaints. Escalate complex issues when necessary and assist in finding timely resolutions. Qualifications: Previous experience in the U.S. mortgage industry is highly preferred. Experience as a Loan Officer Assistant, Loan Processor, Loan Coordinator, Mortgage Assistant, Mortgage Customer Service Representative, or a related role is an advantage. Strong understanding of the mortgage origination process and mortgage terminology. Excellent English communication skills, both written and verbal. Strong customer service and relationship-building skills. Ability to multitask, prioritize responsibilities, and manage a high volume of leads. Detail-oriented with strong organizational and follow-up skills. Experience using CRM systems, mortgage platforms, and communication tools is preferred.