What are the responsibilities and job description for the Branch Team Captain – Loan Officer Assistant position at Security National Mortgage Company?
Description
Compensation: Salary Performance-Based Bonus (commensurate with experience)
About the Role
We are seeking a dynamic, detail-oriented, and customer-focused Branch Team Captain to support a top-producing mortgage loan officer and help drive branch performance. This pivotal role blends operations, customer service, marketing coordination, and loan officer assistance. The ideal candidate thrives in a fast-paced, deadline-driven environment and has a passion for delivering outstanding service while keeping a team organized and accountable.
Key Responsibilities
- Serve as the right-hand partner to the branch’s lead loan officer, ensuring daily operations run smoothly and efficiently
- Run Desktop Underwriter (DU) and Loan Product Advisor (LP) for new pre-approvals; assist with structuring files and helping clients get qualified
- Fix problems in the process—whether operational, transactional, or related to borrower communication—proactively and resourcefully
- Track loan files through each stage, managing deadlines, follow-ups, and ensuring smooth transitions between milestones
- Act as the main point of contact for clients, agents, and internal team members—ensuring all communication is timely, clear, and empathetic
- Assist with CRM data management (Salesforce preferred), including tracking lead status, updating notes, and maintaining file integrity
- Help submit and reconcile various business expenses and branch-related reimbursements
- Support team morale and accountability, keeping operations moving forward even when the loan officer is unavailable
- Create and execute basic marketing campaigns (social media, email, print) to support brand awareness and referral generation
- Take full ownership of assigned projects and responsibilities, ensuring no loose ends and consistent follow-through
Ideal Candidate Profile
- Recent mortgage industry experience preferred, but not required
- Background in fast-paced, high-touch environments such as hospitality, real estate, or customer service strongly valued
- Familiarity with DU, LP, and mortgage pre-approval processes preferred
- Highly organized and detail-oriented with the ability to manage multiple priorities and deadlines
- Strong interpersonal and written communication skills—empathetic, articulate, and confident
- Proficient with Salesforce or similar CRM platforms
- Tech-savvy; capable of handling tools like Microsoft Office, Google Workspace, and light marketing tools
- Smart, dependable, and solutions-oriented—someone who takes ownership and sees tasks through to completion without being micromanaged
- A natural team leader—calm under pressure, resourceful, and adaptable
Requirements
Compensation & Perks
- Competitive base salary
- Performance-based bonuses for exceeding goals and driving results
- Opportunity to grow into a licensed mortgage originator role or expanded leadership position
- High-energy, supportive team culture
- Direct mentorship from a 20-year veteran in the mortgage industry
- Opportunities for long-term career development within a high-producing branch