Weekend Chat Support Jobs in Rio Rancho, NM (NOW HIRING)

Reports to: Senior Director of Lending

Classification: Full-time, Exempt

Supervisory Responsibilities: No

Position Mission:

The Lending Support and Program Specialist ensures every loan is set up, managed, and closed with accuracy, efficiency, and compliance—providing seamless operational support that empowers the lending team to deliver on Homewise’s mission of making homeownership more affordable, sustainable, and accessible, while strengthening our communities.

Essential Duties and Responsibilities:

Loan Assignment and Initial Setup

• Assign contracts to lending and create loans in the Loan Origination System (LOS), ensuring proper categorization and accuracy.
• Complete initial setup of loans by verifying borrower details, property details, and compliance with Homewise policies.
• Assign closing disclosure (CD) requests to the closing team.
• Schedule closings by coordinating with Real Estate Sales, Title, and clients.

Escrow Holdback & Program Management

• Manage and track escrow holdbacks (including HomeStyle), ensuring proper documentation, monitoring contractor progress, and adhering to disbursement schedules.
• Maintain and update escrow agreement records and collaborate with internal teams to resolve issues or delays.
• Serve as department liaison for Down Payment Assistance programs (e.g., FHLB HELP, ABQ CDBG).
• Complete and submit FHLB/ABQ CDBG documentation.

Funding & Loan Closeout

• Conduct timely review of fully executed mortgage loan closing documents for compliance, completeness, and accuracy.
• Authorize release of funds to title companies and loan servicing boarding.
• Prepare and upload fully executed funding documents into Homewise systems of record and ensure storage of originals.
• Complete final loan closeout in all systems (Calyx, ICE DDA, MERS, STARS).
• Handle secondary marketing collateral shipment (Notes to Warehouse Lender only).

Administrative & Operational Support

• Maintain accurate and organized loan file records and departmental activities.
• Manage STARS database for Homewise and outside brokers.
• Use Outlook, Calyx, AIQ, ICE DDA, and other tools to provide quality service to customers.
• Collaborate with internal departments (Home Purchase Advisors, Real Estate Sales, Real Estate Development, Lending) to ensure best practices and customer service.

Compliance & Quality Assurance

• Ensure compliance with internal policies, investor guidelines, and regulatory standards.
• Conduct quality checks on data and documentation, promptly addressing discrepancies.
• Stay current with program guidelines and regulatory updates.
• Manage condo certifications as required.

Backup Support

• Serve as a backup to the Closing Team for CD preparation, document collection, loan file preparation, and communication with stakeholders.
• Assist with processing role activities, ensuring alignment with regulatory and investor requirements.
• Down Payment Assistance coordination and commitment

Expected Outcomes

• Accurate and Timely Loan Assignment and Setup: New loans are assigned and set up in the Loan Origination System (LOS) with 100% accuracy, meting client expectations, and alignment with staff capacity.
• Effective Escrow Holdback Management: Escrow holdbacks are efficiently coordinated, tracked, and managed, with all disbursement schedules met and contractor progress monitored. Issues are proactively identified and resolved in collaboration with internal teams.
• Seamless Backup Loan Processing Support: Loan processing activities are successfully supported during backup periods, ensuring minimal disruption to workflows, complete and accurate loan file preparation, and timely communication with internal stakeholders.

Competencies

• Customer service: Extremely responsive internal and external customer requests, exceeding customers’ expectations. Abides by Homewise, Inc., Customer Service Standards.
• Listening skills: Listens to understand other's viewpoints. Anticipates customer needs and offers innovative solutions.
• Communication skills: Able to clearly present issues – both orally and written.
• Flexibility and adaptability: Adjusts quickly to changing priorities and conditions. Cope effectively with complexity and change.
• Problem-solving skills: Grapples to understand a problem and its underlying causes before finding a solution.
• Accountability: Embraces accountability to achieve meaningful results.
• Computer skills. Competence in Microsoft Excel, Word, Outlook, Loan Origination software, Windows, and other software applications as appropriate.
• Work independently: Ability to work independently with little or no supervision.
• High standards: Expect personal performance to be nothing short of the best.
• Strong attention to detail and organizational skills.
• Computer skills: Proficiency in Microsoft Office Suite (Word, Excel, Outlook).

Education and Experience

• High School Diploma or equivalent; additional coursework or certification in finance, administration, or a related field preferred.
• Administrative or operational support experience in a financial, mortgage, or lending environment preferred.
• Familiarity with Loan Origination Systems (LOS) and mortgage lending processes is a plus.

Work Schedule

• Ability to travel as needed.
• Availability to work flexible hours, including evenings or weekends, as needed.

Physical Requirements.

• This is largely a sedentary role with frequent computer use and occasional file handling.
• Must be able to occasionally lift objects up to 20 pounds.
• Schedule: Full-time position; occasional overtime may be required during high-volume periods.

This position is integral to the efficiency and success of Homewise’s Mortgage Operations team, ensuring smooth, accurate, and compliant loan processing. The ideal candidate will excel in a detail-oriented, collaborative, and non-client-facing role that supports Homewise’s mission of promoting affordable homeownership.