Client Engagement Setter

CrossCountry Mortgage, LLC; Greenwood Village (CO); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Competitive compensation plan

Medical

Dental

Vision

401K

Short-term disability

Employee assistance program

Wellness program

Job summary

CrossCountry Mortgage, LLC is seeking a Client Engagement Setter to be the first contact for prospective borrowers and to coordinate relationships with realtor partners. You will engage inbound leads, qualify basic fit, and set consultations with Loan Advisors, while maintaining CRM records and helping drive engagement across the broker network.

Role focuses on outreach, scheduling, and lead qualification without providing loan advice or handling mortgage applications.

Qualifications

• Experience in appointment setting, customer engagement, mortgage, real estate, financial services, or inside sales, preferred.
• Mortgage-industry familiarity, preferred.
• Demonstrated confidence, professionalism, and a welcoming approach via phone and text.
• Persistent and proactive communication skills to maintain momentum and responsiveness through repeated outreach and engagement activities.
• Highly organized and comfortable working inside a CRM (Insellerate).
• Skill in following a defined process while using sound judgment about when to elevate.
• Proficient in Microsoft Office Suite.

Responsibilities

• Respond to new inbound leads by phone, text, and email within assigned coverage windows.
• Re-engage leads who have not responded or have stalled after initial contact.
• Build rapport, understand the prospect's immediate objective, and identify basic fit for a consultation.
• Schedule qualified prospects for a consultation with the Loan Advisor.
• Drive prospects to complete the application themselves and confirm submission was received.
• Maintain accurate notes, tasks, statuses, and next actions in Insellerate (CRM) in real time.
• Ensure the lead queue is clean by progressing, disqualifying, or moving inactive leads into the appropriate nurture pathway.
• Contact realtor partners at a regular cadence to schedule meetings on the team's behalf.
• Invite realtors to team/company events on schedule; accurately track RSVPs and confirm attendance.
• Maintain accurate realtor contact records and relationship notes in the CRM.
• Support lead reactivation campaigns and proactive outreach initiatives to drive engagement with prospective clients and realtor partners during varying lead volume periods.
• Escalate borrower questions regarding loan terms, rates, product options, or financial advice to the Loan Advisor while ensuring a seamless customer experience.
• Maintain compliance with established role boundaries by facilitating borrower and realtor engagement, encouraging independent application completion, coordinating scheduling activities, and directing loan-related questions or negotiations to the appropriate Loan Advisor.

Skills

Appointment setting

Customer engagement

Inside sales

CRM proficiency

Professional communication

Tools

Insellerate CRM

Job description

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.

• competitive compensation plan
• medical
• dental
• vision
• 401K
• company-provided short-term disability
• employee assistance program
• wellness program

Position Overview

The Client Engagement Setter serves as the first point of contact for prospective borrowers and a key relationship coordinator for realtor partners. This role is responsible for promptly engaging inbound leads, qualifying basic fit, scheduling consultations with Loan Advisors, and maintaining accurate CRM records. The Client Engagement Setter also supports realtor outreach and event coordination to strengthen partner relationships and drive engagement. The Client Engagement Setter is not responsible for providing loan advice, discussing rates or terms, taking mortgage applications, or performing activities requiring Mortgage Loan Originator licensure.

Job Responsibilities

• Respond to new inbound leads by phone, text, and email within assigned coverage windows.
• Re-engage leads who have not responded or have stalled after initial contact.
• Build rapport, understand the prospect's immediate objective, and identify basic fit for a consultation.
• Schedule qualified prospects for a consultation with the Loan Advisor.
• Drive prospects to complete the application themselves and confirm submission was received.
• Maintain accurate notes, tasks, statuses, and next actions in Insellerate (CRM) in real time.
• Ensure the lead queue is clean by progressing, disqualifying, or moving inactive leads into the appropriate nurture pathway.
• Contact realtor partners at a regular cadence to schedule meetings on the team's behalf.
• Invite realtors to team/company events on schedule; accurately track RSVPs and confirm attendance.
• Maintain accurate realtor contact records and relationship notes in the CRM.
• Support lead reactivation campaigns and proactive outreach initiatives to drive engagement with prospective clients and realtor partners during varying lead volume periods.
• Escalate borrower questions regarding loan terms, rates, product options, or financial advice to the Loan Advisor while ensuring a seamless customer experience.
• Maintain compliance with established role boundaries by facilitating borrower and realtor engagement, encouraging independent application completion, coordinating scheduling activities, and directing loan-related questions or negotiations to the appropriate Loan Advisor.

Qualifications and Skills

• Experience in appointment setting, customer engagement, mortgage, real estate, financial services, or inside sales, preferred.
• Mortgage-industry familiarity, preferred.
• Demonstrated confidence, professionalism, and a welcoming approach via phone and text.
• Persistent and proactive communication skills to maintain momentum and responsiveness through repeated outreach and engagement activities.
• Highly organized and comfortable working inside a CRM (Insellerate).
• Skill in following a defined process while using sound judgment about when to elevate.
• Proficient in Microsoft Office Suite.

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.

CrossCountry Mortgage, LLC offers MORE than a job, we offer a career.

CrossCountry Mortgage, LLC strives to provide employees with a robust benefit package: https://mycrosscountrybenefits.com

California residents: Please see CrossCountry’s privacy statement for information about how CrossCountry collects and uses personal information about California applicants.

CrossCountry Mortgage, LLC supports equal employment opportunity in hiring, development and advancement for all qualified persons without regard to race, color, religion, religious creed, national origin, age, physical or mental disability, ancestry, marital status, uniformed service, covered veteran status, citizenship status, sex (including pregnancy, childbirth, and related medical conditions, and lactation), sexual orientation, gender identity, gender expression, transgender status, domestic violence victim status (where applicable), protected hair style or texture, genetic information (testing or characteristics), or any other protected status of an individual or because of the individual’s association with a member of a protected group or any other characteristic protected by federal, state, or local law (“Protected Characteristics”). The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation. The Company is committed to fostering, cultivating and preserving a culture that welcomes diversity and inclusion.

CrossCountry Mortgage, LLC (NMLS3029) is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit www.NMLSConsumerAccess.org.

Our growth is creating great opportunities! Our team is expanding, and we want to hire the most talented people we can. Continued success depends on it!

Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.