Non-Agency Scenario Desk Specialist

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 Non-Agency Scenario Desk Specialist is responsible for providing guidance to all employees by way of in-person and virtual communications. This role meets turn times and maintains customer satisfaction within a given region and is the central point of contact for Loan Officers and Loan Processors to provide a thorough understanding of product and policy guidelines. This guidance ranges from answering “how-to” questions, providing investor specific guidelines, reviewing and analyzing income scenarios/documentation, and assisting in detailed loan structure/scenario questions.
Job Responsibilities:

• Provide daily loan support for all company employees via a ticketing system, inbound phone calls, and email for underwriting/loan scenario-based questions and communication.

• Review and respond to general underwriting scenarios.

• Assist Loan Officers and Loan Processors in finding answers regarding loan eligibility and lending guidelines.

• Analyze various underwriting scenarios and suggest potential alternate options with different investors.

• Review and analyze complex income documentation, including personal and business tax returns and provide calculations to be used for qualifying.

• Create technical documentation, system documentation, “how to” guides, FAQ’s and self-help references.

• Track tasks, activities, and time spent within the ticketing system and meet expected turn-times.

• Participate in Underwriting, Regional, and Sales department calls, leading calls as necessary.

• Assist with training sales or processing staff in areas where additional guidance is needed.

• Collaborate amongst team members and other departments.

• Maintain essential underwriting knowledge.

• Maintain all UW designations, as applicable.

Qualifications and Skills:

• Bachelor’s degree and/or equivalent combination of education/experience.

• 4+ years of mortgage underwriting experience, underwriting to multiple agency and investor guidelines, preferred.

• Experience using Microsoft Word, Excel, and Outlook, preferred.

• Excellent communication, negotiation, and problem-solving skills.

• Excellent customer service skills.

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.