Retention Specialist

Company Overview

Lending Force is a premier national mortgage brokerage partnered with United Wholesale Mortgage (UWM). Headquartered in Troy, Michigan, we are committed to providing competitive mortgage solutions while fostering a collaborative, professional, and performance-driven environment. We provide our team members with the technology, operational support, and resources necessary to build long-term careers in the financial services industry.

Position Summary

Lending Force is currently seeking a licensed Retention Specialist to maintain and strengthen relationships with our existing and prospective client base. In this role, you will focus on auditing inactive loan files, contacting clients to understand their hesitation, and re-engaging them by providing viable mortgage solutions. This position requires a relationship-driven professional who is highly organized, possesses strong communication skills, and has a deep understanding of mortgage origination.

Essential Responsibilities

• Pipeline Review: Evaluate inactive or stalled loan files that did not proceed to closing to identify missed opportunities and viable restructuring options.
• Client Outreach: Conduct outbound calls to prospective clients to gain insight into their reasons for pausing the mortgage process.
• Client Re-engagement: Address client concerns, navigate objections professionally, and present financial solutions to re-engage them.
• Internal Collaboration: Work closely with licensed Senior Loan Officers and internal processing teams to properly structure viable loan options for returning clients.
• Data Management: Maintain detailed, organized, and accurate records of all client interactions and follow-ups within the CRM (Salesforce).
• Process Improvement: Recognize patterns in client feedback and share insights with leadership to enhance standard operating procedures and improve overall conversion rates.

Qualifications & Requirements

• An active Mortgage Loan Originator (MLO) license through the NMLS is required.
• 1–3 years of professional experience in mortgage lending, loan origination, or a related financial sales role.
• Excellent verbal and written communication skills with a strong, professional phone presence.
• Proven ability to handle objections, analyze complex financial situations, and identify workable solutions for clients.
• Experience working with CRM systems (Salesforce preferred) and managing structured follow-up schedules.
• Highly organized, detail-oriented, and self-motivated with an ability to work effectively in a fast-paced environment.

Benefits & Compensation

Lending Force offers a competitive compensation structure that includes performance-based incentives, alongside a comprehensive benefits package designed to support the health and well-being of our employees:

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan with a 4% company match
• Paid Time Off (PTO) and Paid Sick Leave
• Troy Headquarters Amenities: On-site access to a fitness center, barber shop, hair salon, and nail salon
• Regular wellness initiatives, including monthly chiropractor visits
• Ongoing access to training, professional tools, and career growth opportunities