What are the responsibilities and job description for the Loan Closer & Client Care Specialist (Remote, USA) Full Time position at Trophy Point Investment Group, LLC?
Job Description: Client Services & Closing Coordinator
Job Title: Client Services & Closing Coordinator
Company: Trophy Point Investment Group
Location: Remote (USA)
Status Type: Full-Time Employee
Compensation: Based on experience
Reports to: Loan Servicing Manager
Website: https://trophypointlending.com
Position Overview:
Trophy Point Investment Group is seeking a dynamic, detail-oriented Client Services & Closing Coordinator who can expertly manage residential loan closings while serving as a frontline contact for incoming client inquiries via phone and Zendesk. The ideal candidate is adaptable, not bound by traditional closer-only responsibilities, and is excited to expand their role within a growing, innovative lending company.
This hybrid position combines traditional closing expertise with strong client service and call triage skills to ensure seamless communication and operational excellence across departments.
Key Responsibilities:
Loan Closing Responsibilities (70%):
- Prepare, review, and finalize loan documents ensuring compliance and accuracy.
- Collaborate with underwriters, processors, title companies, and borrowers to facilitate seamless closings.
- Ensure all post-closing documents are complete and stored properly for packaging and secondary sale.
- Track and manage closing pipeline to ensure timely funding and reporting.
Client Services / Zendesk Management (30%):
- Monitor Zendesk and phone system for inbound calls and tickets.
- Serve as the first point of contact for general inquiries; triage and route calls to appropriate departments.
- Maintain clear communication logs and ensure timely follow-up.
- Identify common misroutes and recommend improvements for system automation.
Team & Company Collaboration:
- Participate in cross-functional meetings and communicate borrower/client trends.
- Maintain a learning mindset and demonstrate flexibility to take on special projects.
- Support continuous improvement initiatives related to customer experience and loan closing processes.
Ideal Candidate Profile:
- Experienced in loan closing with a passion for client service and communication.
- Not rigidly attached to one role — seeks growth, learning, and cross-departmental collaboration.
- Comfortable with CRM tools (e.g., Zendesk, Hubspot), phone systems, and task-tracking platforms.
- Strong multi-tasker with polished written and verbal communication skills.
Required Skills & Qualifications:
- 3 years of experience in residential loan closing or mortgage operations.
- Familiarity with loan documentation, title policies, and funding process.
- Previous experience with customer service platforms (Zendesk, Freshdesk, etc.).
- Excellent interpersonal and call handling skills.
- Strong organizational abilities and attention to detail.
- Tech-savvy with the ability to adapt to new systems.
- Notary Public or Escrow experience is a plus.
Why Join Trophy Point:
- Be part of a leading private direct lender with a strong reputation in the real estate industry.
- Work with a dedicated and professional team committed to excellence and integrity.
- Enjoy the flexibility and convenience of a remote working environment, with opportunities to work from anywhere in the world.
- Contribute to the success of our insurance management and post-closing operations, ensuring compliance and efficiency.
About Us:
Trophy Point is a premier private direct lender providing flexible financing solutions for real estate professionals. Founded by West Point graduates, we uphold the highest standards of integrity and service.