Loan Experience Specialist

The Loan Experience Specialist (LES) serves as the communication hub for all parties involved in the mortgage process. This role requires performing a high volume of inbound and outbound communications—including calls, emails, and chat messages—with agents, clients, loan officers, title companies, and other stakeholders. The LES ensures that every party receives timely, accurate, and clear information throughout the loan process. This position demands a proactive communicator who responds urgently, balances multiple communication channels effectively, and prioritizes delivering a positive, seamless experience from application through closing. The LES plays a vital role in building trust, reducing client stress, and maintaining transparency across every stage of the transaction. This position replaces the traditional mortgage processor role with a more client-facing focus, ensuring every borrower and partner feels informed and supported through consistent, high-quality communication.