Licensed Loan Advisor
Licensed Loan Advisor guiding borrowers through Upstart's home lending (HELOC) application process via phone/written consultations, managing tasks, resolving issues with cross-functional teams, and contributing to process improvements in a scaling mortgage operations team. Requires active NMLS license and 2+ years in customer-facing lending roles.
About the job
How you’ll make an impact
- Guide borrowers through the home lending application process, helping them understand next steps, set expectations, and move forward with clarity and confidence.
- Build trust with borrowers through consultative interactions across phone and written channels while delivering a seamless, high-quality customer experience.
- Manage application-related tasks with accuracy and attention to detail, ensuring files progress smoothly and important information is captured clearly.
- Identify issues, gaps, or inconsistencies in borrower information and partner with cross-functional teams to resolve them quickly and effectively.
- Support inbound and outbound borrower communication, including complex questions, escalations, and application updates.
- Contribute to process improvements that strengthen operational excellence and improve the borrower experience as the team scales.
Minimum Qualifications
- Must have an active NMLS license.
- 2+ years of experience in mortgage, consumer lending, personal banking, or related financial services roles supporting customers directly.
- Experience handling complex customer communications verbally and in writing, including escalations and issue resolution.
- Experience reviewing borrower documentation such as tax forms, financial statements, and credit-related information within a lending process.
Preferred Qualifications
- Experience supporting HELOC, mortgage, or other home lending products.
- Knowledge of mortgage laws, regulations, and compliance requirements.
- Ability to balance strong customer service with operational precision in a high-volume environment.
- Experience identifying workflow improvement opportunities and helping implement scalable solutions.
- Experience working effectively in a fast-paced, high-growth environment with changing priorities.
- High school diploma or GED.
Skills
Nmls License, Mortgage Lending, Heloc, Customer Communication, Documentation Review, Tax Forms, Financial Statements, Credit Analysis, Regulatory Compliance, Process Improvement
Similar jobs
Customer Support jobs
SmithRx
United States
Reviews pharmacy prior authorization requests, verifies coverage and claims information, and approves or escalates cases under established protocols. Requires an active pharmacy technician license, 2–4 years of pharmacy technician experience, and strong communication and critical-thinking skills.
SmithRx
Lehi, UT
Provides inbound and outbound member support for a pharmacy benefits management company, resolving issues, explaining benefits, and protecting sensitive health information. Requires two or more years of call center experience, strong communication and empathy, and onsite availability in Lehi during training.
Instacart
United States
Provides bilingual Spanish customer support across phone, chat, and email, investigating order and account issues, documenting cases, and escalating complex problems. Requires at least one year of customer-facing experience, strong communication and problem-solving skills, and schedule flexibility.
BizzyCar
St. Louis, MO
Handles inbound text-based customer service for vehicle recalls, converts inquiries into scheduled appointments, and maintains accurate records across multiple systems. Requires at least one year of high-volume call center experience and strong written communication skills.
BizzyCar
St. Louis, MO
Handles inbound text-based customer service for vehicle recalls, converts service leads into scheduled appointments, and maintains accurate records across multiple systems. Requires at least one year of high-volume call center experience and strong written communication skills.