Mortgage Loan Officer - Contact Center

About the role

Step into a role where your expertise helps members achieve one of life's biggest milestones-homeownership. As a dedicated Loan Officer, you'll deliver a highly personalized experience by guiding members through tailored mortgage solutions that support their financial security. You'll build strong relationships, connect with members across multiple channels, and influence outcomes through thoughtful recommendations and a deep understanding of their needs. This is a high-impact, performance-driven role within a fast-paced, high-volume environment that calls for a driven, high-capacity professional who thrives on delivering results. In return for your focus and performance, you'll have the opportunity to significantly increase your total earnings. We offer a competitive compensation package that includes a strong base salary combined with performance-based incentives tied directly to individual production and results. This role includes a structured ramp-up guarantee to support you as you establish your pipeline. With consistent performance, there is substantial earning potential and the opportunity to grow both your career and total compensation over time. Incentive earnings will vary based on individual performance, experience, and business conditions, reinforcing that outcomes are driven by results and not guaranteed. We offer a flexible work environment that requires an individual to be in the office 4 days per week in our Phoenix Office. Relocation assistance is not available for this position.

Responsibilities

• Under limited supervision, follows established written risk, compliance and regulatory requirements to process VA and Conventional mortgage loans, both purchase and refinance within a service level objective requirement.
• Based on predetermined requirements, assesses, and grants or rejects mortgage applications.
• Manages a pipeline of member calls for mortgage products; conducts daily phone calls and manages voicemail/email correspondence
• Partners closely with Processors, Underwriters and Closers to deliver on the mortgage products within a specified period of time. Responds to member and third-party phone calls to keep appropriate parties informed of loan status.
• Stays updated on compliance and regulatory requirements and identifies and manages existing and emerging risks that stem from business activities; ensures risks associated with business activities are effectively measured, monitored, and controlled.
• Develops and maintains successful partnerships with Real Estate Agents.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
• What you have:
• High School Diploma or General Equivalency Diploma required.
• 1-2 years of experience as a Loan Officer or in a comparable sales role
• Acquisition and maintenance of applicable licenses/state registrations as required.
• What sets you apart:
• Experience driving mortgage sales in a fast-paced, high-volume contact center
• 2+ years of sales and/or high-volume contact center experience
• Active or prior NMLS license/registration
• US military experience through military service or a military spouse/domestic partner
• Proven success in a high-volume, metrics-driven call center environment (e.g., conversion, call quality, adherence, sales goals)
• Experience managing inbound and outbound loan inquiries in a call center, including application intake, pre-qualification, and funding support
• Background in a bank, credit union, or lending contact center, with working knowledge of mortgage products and regulatory requirements
• Strong consultative sales skills in a call center setting, with the ability to educate customers while balancing customer experience and production goals
• Proficiency with LOS, CRM systems, and call center technologies
• Compensation range: The base salary for this role is $45,000.00 annual with a tiered incentive program.
• USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).
• Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range base

Benefits

Additional Information

Why USAA? At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families. Embrace a fulfilling career at USAA, where our core values - honesty, integrity, loyalty and service - define how we treat each other and our members. Be part of what truly makes us special and impactful. We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

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