Remote Mortgage Loan Processor & Customer Experience Lead

RemoteFetch; Plano (TX); Remote; USD 50,000 - 75,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays + PTO

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking a Mortgage Loan Processor - Customer Contact Specialist for a fully remote role in the United States with Dallas, TX residents considered. The role covers end-to-end loan processing, coordinating with officers, underwriters, title, and closing partners to deliver accurate, compliant loans while ensuring a positive customer experience.

The candidate will manage multiple stakeholders, resolve issues promptly, and maintain documentation in loan origination systems.

Qualifications

• High school diploma or equivalent required; bachelor’s degree preferred.
• 2 - 5 years of experience in mortgage lending, consumer lending, financial services, customer service, or related field preferred.
• Exceptional verbal and written communication skills.
• Demonstrated ability to build relationships and establish credibility with customers and business partners.
• Strong conflict resolution and service recovery skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Proficiency with loan origination and customer relationship management systems.

Responsibilities

• Serve as the primary customer advocate throughout the loan process.
• Establish trust and build strong relationships with customers through proactive, timely, and professional communication.
• Deliver exceptional service by keeping customers informed of loan status, next steps, and anticipated timelines.
• Demonstrate empathy, professionalism, and confidence when navigating complex or challenging customer situations.
• Represent the company's values and brand in every customer interaction.
• Act as the central coordinator and owner of the loan process from assignment through closing.
• Drive momentum by managing all parties involved in the transaction, including customers, loan officers, underwriters, title companies, attorneys, appraisers, and closing partners.
• Anticipate and remove obstacles that may impact the customer experience or closing timeline.
• Ensure all stakeholders remain aligned on priorities, requirements, and deadlines.
• Take ownership of loan outcomes and proactively elevate issues when necessary.
• Identify potential customer concerns before they become larger issues.
• Resolve complex situations with urgency, professionalism, and a customer-first mindset.
• Effectively de-escalate customer frustrations while maintaining confidence and trust.
• Create positive outcomes during challenging situations through effective service recovery techniques.
• Demonstrate critical thinking and sound judgment when navigating exceptions and unique borrower circumstances.
• Review loan applications and supporting documentation for accuracy and completeness.
• Collect, validate, and organize required documentation to satisfy underwriting and regulatory requirements.
• Ensure loan files meet investor, regulatory, and company standards.
• Monitor loan milestones and conditions to drive timely and accurate loan approvals.
• Maintain complete and accurate records within loan origination systems.
• Communicate effectively across all levels of the organization.
• Partner closely with loan officers, underwriters, closers, and operational teams to deliver a seamless customer experience.
• Maintain a proactive communication cadence with customers and business partners.
• Translate complex lending requirements into simple, customer-friendly explanations.
• Provide clear and concise updates regarding status, risks, and solutions.

Skills

Verbal communication

Written communication

Customer service

Mortgage lending experience

Relationship building

Organizational skills

Education

High school diploma

Bachelor's degree preferred

Tools

Loan origination systems

CRM systems

Job description

Cognizant is seeking a Mortgage Loan Processor - Customer Contact Specialist for a fully remote role in the United States with Dallas, TX residents considered. The role covers end-to-end loan processing, coordinating with officers, underwriters, title, and closing partners to deliver accurate, compliant loans while ensuring a positive customer experience.

The candidate will manage multiple stakeholders, resolve issues promptly, and maintain documentation in loan origination systems.