Home Loan Member Advocate

As a Home Loans Member Advocate, you will serve as a subject matter expert in loan restructuring, loan conversion, and complex income analysis. This role combines mortgage underwriting expertise with member-facing consultation to identify solutions that support loan conversion, business retention, and an exceptional member experience.

You will evaluate mortgage and home equity scenarios ranging from straightforward to highly complex, analyzing borrower income, tax documentation, credit profiles, and applicable lending guidelines to identify viable restructuring opportunities. You will also work directly with members to present and negotiate revised loan terms, resolve financing challenges, and help borrowers move successfully toward closing.

Working closely with Sales, Processing, Underwriting, and Secondary Marketing, you will balance member needs, regulatory compliance, and business objectives to improve conversion rates and deliver timely, effective lending solutions.

• Analyze and execute loan restructuring solutions for mortgage and home equity transactions, including complex borrower income scenarios involving self-employment, multiple business entities, and nontraditional income sources.

• Perform detailed income and liquidity calculations using personal and business tax returns, including IRS Forms 1040, 1065, and 1120S, Schedule L, Schedule K-1, and profit and loss statements.

• Identify, troubleshoot, and resolve complex eligibility scenarios involving Fannie Mae, Freddie Mac, FHA, VA, Jumbo, and other non-conforming lending guidelines.

• Evaluate borrower credit, income, assets, collateral, and overall risk to identify viable loan restructuring options while maintaining underwriting accuracy and regulatory compliance.

• Utilize automated underwriting systems, including Desktop Underwriter (DU) and Loan Product Advisor (LPA), to validate restructured loan scenarios and eligibility.

• Manage a pipeline of approximately 10–15 active files, prioritizing timely resolutions, maintaining production service-level agreements (SLAs), and maximizing lock-to-fund conversion rates.

• Engage directly with members through outbound and escalated interactions to present restructuring options, explain revised loan terms, negotiate solutions, and retain business.

• Partner with Secondary Marketing to evaluate pricing and restructuring options that meet member needs while maintaining appropriate profitability margins.

• Collaborate with Sales, Processing, Underwriting, and Secondary Marketing to resolve loan conditions, minimize cycle times, and facilitate successful loan closings.

• Take ownership of escalated and high-risk files, identifying solutions that improve retention, member satisfaction, and overall conversion performance.

• Active NMLS licensing and ability to meet all applicable federal licensing requirements, including required background checks and fingerprinting.

• 3+ years of combined experience in licensed mortgage loan origination, mortgage underwriting, or senior-level loan restructuring.

• In-depth knowledge of Fannie Mae, Freddie Mac, FHA, and VA lending guidelines, including experience evaluating complex loan eligibility and restructuring scenarios.

• Demonstrated proficiency in analyzing self-employed borrower income, including S-Corporations, partnerships, sole proprietorships, business tax returns, and related financial documentation.

• Hands-on experience with automated underwriting systems, including Desktop Underwriter (DU) and Loan Product Advisor (LPA).

• Ability to evaluate borrower income, credit, liquidity, collateral, and overall risk while maintaining rigorous quality control and regulatory compliance standards.

• Strong consultative communication, presentation, and negotiation skills, with the ability to explain complex financial information and lending solutions clearly to members.

• Proficiency with Encompass loan origination system (LOS) and Optimal Blue pricing engine.

• Strong organizational and problem-solving skills, with the ability to manage multiple active files, meet production deadlines, and collaborate effectively across lending teams.

• Active FHA Direct Endorsement (DE) or VA Staff Appraisal Reviewer (SAR)/Credit Authority.

• Experience with Jumbo and other non-conforming mortgage products.

• Familiarity with Day One Certainty validations, HomeReady, and Home Possible loan programs.

• Knowledge of Texas-specific lending regulations, including Section 50(a)(6) home equity loans.

• Bachelor's degree in Finance, Accounting, Business, or a related field.