Penbrothers · 3 weeks ago
Senior Mortgage Operations Analyst
United States
Full-time
Remote
Senior Level
5+ years expPenbrothers is a fast-growing HR and remote talent management partner that connects talented Filipinos to global opportunities. They are seeking a Senior Mortgage Operations Analyst to support the rollout of an AI-enabled mortgage and lending platform, focusing on client communication and mortgage operations while ensuring compliance and quality standards.
Outsourcing/Offshoring
Responsibilities
Support end-to-end mortgage and loan origination workflows
Collaborate with underwriting, compliance, and management teams on escalations
Apply strong working knowledge of loan stages, LTV, documentation, and retail mortgage concepts
Act as the first human quality checkpoint before licensed advisors intervene
Handle AI-assigned inbound and outbound calls based on urgency, complexity, or emotional escalation
Review AI-generated summaries, application data, and client history prior to engagement
Clarify, validate, and fine-tune loan applications through direct client interaction
Ensure client issues are resolved or escalated accurately within SLA expectations
Strict adherence to KYC, AML, and internal compliance protocols
Identify and escalate suspicious, incomplete, or high-risk cases immediately
Maintain audit-ready documentation and CRM discipline
Participate in QA reviews, call scoring, and compliance audits
Maintain accurate, real-time case logs using Google Sheets CRM
Document every interaction using structured formats: Issue, Action, Outcome, Next Step
Track follow-ups, ownership, and resolution timelines without supervision
Absorb systems, workflows, and AI logic deeply during Phase 2
Contribute to playbooks, scripts, and process improvements
Prepare to transition into a trainer / quality lead role as headcount expands in Phase 3
Qualification
Required
Minimum 5 years experience in mortgage operations, loan origination, or financial services support
Proven experience working with underwriting, compliance, and regulated financial workflows
Strong understanding of loan stages, documentation requirements, and retail mortgage concepts
High proficiency in English, both written and spoken, with minimal accent
Strong comfort working with technology, data-driven workflows, CRM tools, and AI-assisted systems
Demonstrated ability to work independently with minimal supervision
Strong judgment, attention to detail, and compliance mindset
Willingness to work Vancouver business hours (Philippines night shift)
Client-centric orientation with high emotional intelligence and professional maturity
Composed and decisive under pressure, with confidence managing escalations and sensitive situations
Naturally proactive, with a track record of identifying gaps, improving processes, and raising standards independently
Comfortable operating as the first and sole contributor in a newly established operational function, with the discipline to build structure while executing
Preferred
Prior exposure to US or Canadian mortgage processes strongly preferred
Background with offshore banking or mortgage BPOs supporting North American markets is a strong advantage
Benefits
Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.
Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.
Company
Penbrothers
We are Penbrothers, your remote HR partner! We work with startups and SMEs worldwide, helping them build and scale their teams with talent in the Philippines at a fraction of the cost.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase