What are the responsibilities and job description for the Loan Experience Specialist position at Real?
Who We Are:
Real (Nasdaq: REAX) is a publicly traded, fast-growing global real estate brokerage powered by technology and driven by people. Since our founding in 2014, we’ve been reimagining the residential real estate experience. With operations across the U.S., Canada, India, and the District of Columbia, we’re leading the industry with our cutting-edge platform that empowers agents, simplifies the buying and selling journey, and unlocks greater financial opportunities.
At Real, we believe in pairing Tech x Humanity to create something truly different.
Learn more at https://www.onereal.com/
Work Schedule: This position follows a Monday–Friday schedule during standard business hours aligned to Pacific Standard Time (PST). Occasional flexibility may be required based on business needs.
About the Role:
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.
What You’ll Do:
Manage a high volume of inbound and outbound communications (calls, emails, and chat messages) with clients, agents, loan officers, and other partners throughout the loan process.
Provide accurate, timely updates on loan milestones and next steps, ensuring all parties stay informed and confident.
Request, track, and verify receipt of required documentation while coordinating with internal teams (vendors, underwriters, and closers) to meet deadlines.
Review and ensure all documentation and underwriting conditions are complete, accurate, and compliant—communicating requirements clearly to clients and all parties involved.
Maintain organized and detailed communication records and loan status updates within the loan origination or CRM system.
Respond to all inquiries urgently and professionally, balancing multiple communication channels while maintaining accuracy and service quality.
Identify communication gaps or process delays and proactively suggest improvements to enhance efficiency and overall client experience.
Demonstrate full ownership of each client’s experience, promoting transparency, empathy, and trust from application to closing.
Providing additional support functions as may be needed.
Identify communication gaps or process delays and proactively suggest improvements to enhance efficiency and overall client experience.
Demonstrate full ownership of each client’s experience, promoting transparency, empathy, and trust from application to closing.
Providing additional support functions as may be needed.
What You’ll Bring:
Excellent verbal and written communication skills with the ability to manage a high volume of conversations daily.
Strong sense of urgency and accountability to follow up on tasks and close communication loops quickly.
Organized and detail-oriented; able to manage multiple loan files and competing priorities effectively.
Proven ability to deliver exceptional customer service and maintain composure under pressure.
Proficiency with Microsoft Office and comfort working in loan origination or CRM systems.
Education & Experience:
High school diploma or equivalent required; college coursework or degree preferred.
Minimum of 5 years of experience in the mortgage industry required.
Proven ability to manage communication directly with clients and partners over the phone, ensuring clear updates and strong relationships throughout the loan process.
Demonstrated success working in a fast-paced environment with a focus on quick turn times and accuracy.
Familiarity with loan origination software (LOS) and CRM systems is highly desirable.
How We Work: Our Operating Principles
Our Operating Principles are the blueprint of Real’s culture. They guide how we show up, make decisions, and bring our mission to life every day:
Be Agent Obsessed: We design every decision around creating value for our agents and their clients.
Move Fast with Purpose: We act with urgency, clarity, and focus—without compromising our standards.
Own Your Outcome: Effort matters, but results matter more. We adapt, learn, and improve.
Be Bold; Challenge Often: We challenge assumptions, rethink “the usual,” and push for smarter, simpler solutions.
Win Together: We set high standards, collaborate deeply, and celebrate shared success.
Additional Details:
Location Requirements: Candidates must be based in U.S., to be considered.
Physical Requirements: Ability to sit for long periods of time.
Our Commitment:
[Insert Company] is proud to be an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees. We welcome applicants of all backgrounds and identities, and we do not discriminate on the basis of race, color, ancestry, religion, sex, sexual orientation, gender identity or expression, age, marital or family status, disability, citizenship, veteran status, or any other status protected by applicable law.