Customer Service Representative to LO

Customer Service Representative / Loan Officer Pathway

Security National Mortgage Company - Mesa, AZ | Full-Time | In-Person

Security National Mortgage Company, one of the nation's leading mortgage lenders, is seeking motivated and driven individuals to join our direct-to-consumer team as a Customer Service Representative with a clear pathway to become a Licensed Direct to Consumer (Inside Sales) Loan Officer. This unique role allows you to start by developing foundational client-service and mortgage knowledge, then transition into a full Loan Officer position upon strong performance, completion of training, and obtaining the required licensing.

Employment in this role is contingent upon successfully obtaining the required state licensing within the designated timeframe (3-6 months).

We're looking for candidates who are passionate about helping clients achieve home ownership, eager to grow professionally, and excited to learn the business from the ground up. Bilingual Spanish-speaking candidates are strongly encouraged to apply.

Why Join Security National Mortgage?

A Great Company Culture

We foster a supportive, collaborative, inclusive environment where every team member is valued. We promote open communication and a healthy work-life balance.

Supportive Leadership & Career Growth

Our leadership team is committed to your success, offering resources, mentorship, and a structured development path that prepares you to become a top-performing Loan Officer.

Robust Training & Cutting-Edge Systems

You will receive comprehensive mortgage training, industry updates, and access to leading technology platforms to help you excel in both customer service and future loan origination responsibilities.

Competitive Pay & Benefits

• $15/hour + bonus
• On Target Earnings: $50,000-$75,000 per year
• Health, dental, and vision insurance
• Retirement plan
• Bonus opportunities

Stage 1:
Customer Service Representative Responsibilities

• Work with company-provided leads and make outbound calls to engage clients.
• Answer questions and connect prospective borrowers with licensed Loan Officers.
• Maintain strong communication and rapport to build trust and ensure client satisfaction.
• Learn company mortgage products and stay current on key industry trends.
• Meet or exceed monthly and quarterly production goals.

Preferred Qualifications:

• Bilingual Spanish/English (preferred)
• Previous experience in customer service, sales, or mortgage-related roles
• Strong communication, organizational, and time-management skills
• Ability to work independently and as part of a team

Compensation:

• $15/hour + bonus
• On Target Earnings: $50,000-$75,000 per year

Stage 2:
Loan Officer Responsibilities (Post-Training & Licensing)

Once licensing is obtained and performance benchmarks are met, responsibilities expand to include:

Relationship Building & Business Development

• Establish strong relationships with realtors, builders, developers, CPA's, and financial planners.
• Gain expertise in local and national real estate markets.

Loan Origination & Negotiation

• Guide customers through the full loan application process.
• Negotiate loan terms, conditions, and pricing.
• Identify and resolve issues during the loan process.

Regulatory & Industry Knowledge

• Learn and apply FNMA, FHLMC, FHA, and VA guidelines.
• Stay informed on origination, processing, appraisal, underwriting, and closing requirements for both government-insured and privately-insured mortgages.

Loan Officer

Preferred Qualifications:

• Bachelor's degree in business, finance, or related field (preferred)
• Minimum 3 years of loan originator experience (for external applicants; not required for internal promotion path)
• Advanced knowledge of lending and credit markets
• Strong understanding of federal and state real estate lending regulations
• Excellent written, verbal, and interpersonal communication skills
• High attention to detail and customer-service mindset

Schedule

• Monday-Friday: 8:00am-6:00pm
• Saturdays as needed

Compensation:

• $15/hourly Draw plus commissions
• On Target Earnings: $75,000-$180,000 plus per year

Requirements

Additional Requirements:

Ability to obtain and maintain required state licensing (NMLS), especially in the following states (which may require additional credit and background screenings):

• Idaho
• Nevada
• Texas
• Florida
• New Jersey
• North Carolina
• Georgia
• California

Must work on-site in Mesa, AZ 85204.

Physical Requirements:

• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state, and local standards
• Must be able to occasionally lift and carry up to 15 lbs.
• Must be able to sit for prolonged periods at a desk, while working on a computer
• Must be able to talk, listen, and speak clearly on telephone
• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.