Relomote
HO

Sr. Consumer Direct MLO

HomebridgeOther
Hiring from
United States
Work type
Remote
Posted

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Scope/Purpose of the Position

The Senior Consumer Direct Mortgage Loan Originator (“Sr. CD MLO”) is responsible for originating Home Equity Lines of Credit (HELOCs) while supporting the performance of the broader Consumer Direct sales team. This includes mentoring junior MLOs, sharing best practices, and serving as a trusted resource in pipeline management, compliance, and lead conversion. The Senior MLO ensures adherence to all applicable policies, procedures, and regulatory requirements while delivering a seamless borrower experience from application to funding.

Key Responsibilities and Essential Functions

% of Time

Production Responsibilities:

  • Proactively engage with leads from our lead management system (Velocify), including those sourced via paid media, inbound calls, and third-party lead aggregators.
  • Conduct a high volume of outbound outreach and manage inbound borrower inquiries, offering a consultative approach to help customers understand their HELOC options.
  • Analyze borrower financial profiles including credit, income, assets, and existing mortgage obligations to determine HELOC eligibility.
  • Educate borrowers on HELOC products, rate structures, repayment options, and access to funds, while explaining the risks and benefits.
  • Maintain consistent communication with borrowers throughout the loan process, ensuring transparency, responsiveness, and satisfaction.
  • Collaborate with operations, underwriting, and processing teams to ensure loans move swiftly and efficiently to funding.
  • Serve as a go-to resource for junior MLOs on product knowledge, lead follow-up strategy, and borrower engagement best practices.

90%

Administrative Responsibilities

  • Accurately manage lead follow-up using Velocify; ensure prompt updates to lead statuses, detailed notes, and scheduled tasks in compliance with workflows.
  • Review and verify borrower documentation (income, assets, employment, etc.) to determine qualification for HELOC products.
  • Communicate HELOC guidelines, underwriting criteria, and the full lifecycle of the application process clearly and compliantly.
  • Use a multi-channel communication strategy including calls, email, and SMS to maximize contact and engagement rates.
  • Monitor and assist with team lead conversion efforts, helping others overcome objections and refine scripts as needed.
  • Participate in feedback loops with leadership to optimize workflows, scripts, and lead management performance.
  • Take initiative to support management with special projects or training sessions, and act as a leader-in-training for future advancement opportunities.

10%






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 18–22%.
    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 12 + 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 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.
  • Team Support
    1. Provide regular guidance and troubleshooting support to fellow MLOs.
    2. Contribute at least 1 internal knowledge share, script update, or tip per month.


Work Experience and Knowledge, Skills and Abilities

  • In-depth knowledge of HELOC products preferred; familiarity with FNMA, FHLMC, FHA, VA products is a plus.
  • Exceptional verbal and written communication skills.
  • Comfortable working in a high-volume, metrics-driven remote environment.
  • Ability to interpret and analyze complex financial documentation.
  • Technologically adept with Velocify, Microsoft Office Suite, and CRM tools.
  • Strong interpersonal skills, able to mentor peers and collaborate cross-functionally.
  • Organized, proactive, and solutions-oriented with excellent time management.
  • Demonstrated leadership qualities or mentorship experience in a previous role.


Minimum Qualifications

  • High School Diploma or equivalent required; college coursework or degree preferred.
  • Active NMLS license, with all applicable state licenses current and in good standing.
  • Must comply with all federal and state regulations under the SAFE Act, including continuing education and re-certification.
  • Minimum 3+ years of experience in a consumer direct or inside sales mortgage role.
  • Proven experience working with lead management systems like Velocify.
  • Demonstrated success converting aggregator leads (e.g., LendingTree, Bankrate, etc.).
  • Track record of consistent loan production, compliant file submission, and team collaboration.
  • Strong multi-channel communicator: phone, email, SMS.
  • Previous leadership or peer-mentorship experience is highly preferred.

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