Consumer Direct MLO

Scope/Purpose of the Position

The Consumer Direct Mortgage Loan Originator (“CD MLO”) Is responsible for originating Home Equity Lines of Credit (HELOCs) through a lead-driven, consumer direct sales model. This role includes proactively engaging with warm leads provided by NFTYDoor, communicating with borrowers via phone, email, and SMS, and guiding customers through the digital application process. The CD MLO is accountable for their own production metrics and delivering a fast, compliant, and high-quality borrower experience from initial contact through funding.

Key Performance Indicators

• Lead Engagement & Contact Rate
  1. Contact at least 80% of new assigned leads within 24 hours.
  2. Maintain an average daily call volume of 80–100 outbound dials.
  3. Respond to 100% of inbound calls and chats during assigned shifts.
• Application Conversion
  1. Achieve a lead-to-application conversion rate of 15–18%.
  2. Maintain a qualified application rate of 80%+ of submitted files.
• Loan Funding Performance
  1. Maintain a lead-to-funding conversion rate of 5-7%
  2. Fund a minimum of 10 + HELOCs per month, depending on lead flow.
• Pipeline Management
  1. Maintain accurate lead notes, statuses, and follow-ups in Velocify, with 100% compliance to contact strategy workflows.
  2. No more than 5% of leads left untouched for more than 48 hours.
• Communication & Responsiveness
  1. Respond to all borrower communications (calls, emails, SMS) within one business day.
  2. Use multi-channel communication on at least 6 touchpoints per lead, including calls, emails, and texts.
• Compliance & Documentation
  1. Submit complete, accurate applications with required documentation on first attempt in 90%+ of cases.
  2. 0 compliance violations or audit exceptions related to communication or documentation.

Work Experience and Knowledge, Skills and Abilities

• Prior experience in a high-volume sales or call center environment is strongly preferred.
• Basic understanding of mortgage or consumer lending is a plus.
• Excellent written and verbal communication skills.
• Comfortable with multi-channel borrower communication (calls, email, SMS).
• Technologically proficient with systems such as Velocify, Microsoft Outlook, and CRM platforms.
• Highly organized, self-motivated, and responsive in a remote work environment.
• Goal-driven and accountable to production benchmarks.

Minimum Qualifications

• High School Diploma or equivalent required; college coursework preferred.
• Active NMLS license, with at least one state license in good standing.
• Must meet and maintain all SAFE Act compliance and licensing requirements.
• Willingness to pursue additional state licenses as directed by the Company (costs covered by Homebridge).
• Strong phone presence and comfort working in a fast-paced, metric-driven sales environment.