Loan Experience Specialist

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 weve been reimagining the residential real estate experience. With operations across the U.S. Canada India and the District of Columbia were 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 Schedule: This position follows a MondayFriday 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 communicationsincluding calls emails and chat messageswith 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 Youll 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 compliantcommunicating 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 clients 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 clients experience promoting transparency empathy and trust from application to closing.

• Providing additional support functions as may be needed.

What Youll 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 Reals 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 focuswithout 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:

One Real Mortgage Inc 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.

Required Experience:

IC