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TPO Client Success and Systems Specialist

TPO Client Success and Systems Specialist

V.I.P. Mortgage Inc.Scottsdale, AZ, USA
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SUMMARY :

A TPO Client Success and Systems Specialist anchors the front end of our TPO channel. It orients new clients, guides them through our tech stack, and prepares loans for Candor, Account Managers, and Underwriting with precision. You remove friction for brokers, keep the pipeline crisp, and partner across teams to drive smooth, compliant closings. You unblock issues in the moment and then codify the fix, so it does not recur.

This role may be a great fit for someone with a background in mortgage operations or processing, client success or support, business or systems analysis, or change management, especially if you thrive in a fast-paced environment and enjoy driving change.

ESSENTIAL JOB FUNCTIONS :

Top Priorities

  • Move files cleanly and compliantly : Clear alerts, validate data, and deliver Candor and AUS ready files with no surprises.
  • Disclosure Expert : Assist with ordering of disclosures, COCs, and assessing when and if they're needed during the upfront portion of the process. Help with resolving disclosure issues and following up on non-compliance.
  • Proactively assist brokers : provide white glove guidance, route questions to the right owners, and drive issues to closure.
  • Strong communication : Communication with brokers and internal employees to help keep loans moving and addressing issues in an expedient manner.

Core Responsibilities

  • Submission and disclosures : confirm complete packages, trigger or repair initial and re disclosures, and manage TBD to property-identified transitions.
  • Facilitate file changes : execute documented COCs for pricing and lock adjustments, coordinate redisclosures, manage expirations, and close out cancels and withdrawals when appropriate.
  • Case numbers and appraisals : pull or transfer FHA case numbers, coordinate appraisal transfers, corrections, and waivers per conditional approvals.
  • Pre-underwriting file preparation : reissue credit, import liabilities, run DU and LP where applicable, configure Candor inputs, and document outcomes for Underwriting.
  • Pipeline hygiene and communication : maintain milestones and target dates, publish clear status updates, anticipate risks, and escalate early with Setup, Underwriting, Legal, Compliance, and Funding.
  • Question triage and routing : act as central intake for broker and internal inquiries, route to AE or AM, Underwriting, Compliance, Secondary or Lock Desk, Valuation, or IT, track to closure, and capture FAQs for reuse.
  • Systems support : field "how do I" questions, guide early pipeline movement, troubleshoot TPO systems, and assist with clearing compliance alerts to keep moving.
  • System credentials and access : coordinate broker credentials and user setup across systems; manage provisioning and deprovisioning, MFA resets, permission changes, and access quality assurance.
  • Client orientation and training : provision access, deliver quick starts on our tech stack, and publish concise job aids with the Training team.
  • Other duties as assigned.

    • QUALIFICATIONS :

  • High School Diploma or equivalent, required.
  • 1-3 years of experience in mortgage required.
  • Experience in TPO Wholesale and and / or non-delegated preferred.
  • Tools proficiency : Encompass, LON, Candor, preferred.
  • Communication strength : professional, calm, and clear with brokers and internal partners.
  • Workflow discipline : detail focus, strong task management, and comfort running multiple files to a clean handoff.
  • Process mindset : comfort with technology and systems; basic HTML helpful; curiosity for automations that remove manual work.

    • WORK ENVIRONMENT :

  • Office Setting / Remote

    • PHYSICAL DEMANDS :

  • Dexterity of hands to operate a computer keyboard.
  • Reaching overhead above the shoulders and horizontally bending at the waist, climbing, kneeling, and stooping for installation of hardware and more.
  • Hearing and speaking to communicate and provide information to others.
  • Prolonged periods sitting at a desk and working on a computer.
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