Retention Partner

CrossCountry Mortgage, LLC; Northern (KY); Hybrid; USD 75,000 - 110,000; Full time

Benefits offered by this job

Medical benefits

401K

Wellness program

Employee assistance

Job summary

CrossCountry Mortgage, LLC is seeking a Retention Partner to proactively identify and mitigate attrition risk among Loan Officers using data-driven analysis and targeted engagement.

The role leverages production metrics, system activity, and performance trends to detect disengagement and partner with sales leadership to take timely action. The position emphasizes retention strategies and organizational stability across CCM.

Qualifications

• Experience in mortgage banking, retail lending, financial services, organizational development, or workforce analytics.
• Experience in Loan Officer production, recruiting, sales management, or HR business partnership, preferred.
• Experience conducting stay interviews, exit interviews, or employee engagement initiatives.
• Experience with mortgage systems such as Encompass or similar LOS/CRM tools.

Responsibilities

• Develop predictive models and trend analyses to anticipate attrition risks in Loan Officers.
• Monitor Loan Officer activity to identify disengagement indicators.
• Develop dashboards and tracking mechanisms for key risk indicators.
• Create executive-level reports and data visualizations for leadership.
• Interpret data trends with leadership to develop retention strategies.
• Evaluate retention programs using data-driven methodologies.
• Identify at-risk Loan Officers and initiate targeted outreach.
• Collaborate with Sales, HR, and Operations to address engagement issues.
• Conduct stay conversations to understand employee sentiment and career intentions.
• Build relationships with Loan Officers to facilitate open communication.

Skills

Data analysis

Communication

Relationship building

Cross-functional collaboration

Mortgage industry knowledge

Confidential data handling

Stay/interview experience

Education

Bachelor’s degree or equivalent experience

Tools

Encompass

CRM tools

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. 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 Retention Partner is responsible for proactively identifying and mitigating attrition risk within the Mortgage Loan Officer workforce through data-driven analysis and targeted engagement. This role leverages production metrics, system activity, and performance trends to detect early indicators of disengagement, and partners with sales leadership to take timely, informed action. By combining advanced data insights with strategic outreach, this role supports retention efforts and drives organizational stability across CrossCountry Mortgage.

Job Responsibilities

• Develop predictive models and trend analyses using internal systems (e.g., Encompass, CRM platforms, reporting tools) to anticipate attrition risks and identify at-risk Loan Officers before performance declines.
• Monitor Loan Officer activity and performance trends to identify early indicators of disengagement (e.g., declining application volume, reduced system usage, changes in credit pull activity).
• Develop and maintain dashboards and tracking mechanisms to highlight key risk indicators, including declines in production metrics, reduced activity levels, and expiring retention incentives.
• Create executive-level reporting and data visualizations to communicate insights, risks, and recommendations to leadership.
• Partner with leadership to interpret data trends and develop data-driven retention strategies aligned with business objectives.
• Evaluate the effectiveness of retention programs, incentives, and engagement initiatives using data-driven methodologies.
• Leverage data and behavioral indicators to identify Loan Officers at risk of leaving, initiate targeted outreach, and apply retention strategies to improve engagement and reduce attrition.
• Collaborate with Sales Leadership, HR, and Operations to address issues impacting employee engagement and retention.
• Initiate proactive outreach and conduct stay conversations to understand employee sentiment, concerns, and career intentions.
• Build trusted relationships with Loan Officers to encourage open and candid communication.
• Provide recommendations and support resolution of concerns related to compensation, workload, tools, or team dynamics.
• Review stay interview and exit interview data to identify trends and root causes of attrition.

Qualifications and Skills

• Bachelor’s degree or equivalent relevant experience.
• Experience in mortgage banking, retail lending, financial services, organizational development, or workforce analytics.
• Experience in Loan Officer production, recruiting, sales management, or HR business partnership, preferred.
• Experience conducting stay interviews, exit interviews, or employee engagement initiatives.
• Experience with mortgage systems such as Encompass or similar LOS/CRM tools.
• Experience with handling sensitive and confidential information with discretion.
• Familiarity with sales performance metrics in a commission-based environment.
• Excellent collaboration and communication skills with a focus on relationship building.
• Skilled in analyzing and interpreting data to identify trends, risks, and actionable insights.

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 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, and 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! So once you've had a chance to explore our current open positions, and keep track of both your progress in the selection process, and new postings that might interest you!

Thanks for your interest in working on our team!

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.