Mortgage Loan Processor - Customer Contact Specialist- Remote Mesa/Phoenix, AZ

Cognizant • Frankfort, KY • 1d ago

Fully Remote position for Mesa/Phoenix, AZ residents ONLY!

Position Summary

The Loan Processor serves as the primary point of contact for customers throughout the lending journey and is responsible for quarterbacking the loan from application through closing. This role is the face of the organization for many customers and plays a critical role in delivering an outstanding customer experience while ensuring loans are processed accurately, efficiently, and compliantly.

A successful Loan Processor combines exceptional communication skills with operational expertise to proactively solve problems, manage expectations, coordinate multiple stakeholders, and guide customers through what is often one of the most important financial decisions of their lives. The ideal candidate demonstrates ownership of the loan experience, excels at service recovery when challenges arise, and consistently reinforces the company's commitment to customer care and excellence.

Key Responsibilities

Customer Experience & Relationship Management

Serve as the primary customer advocate throughout the loan process.

Establish trust and build strong relationships with customers through proactive, timely, and professional communication.

Deliver exceptional service by keeping customers informed of loan status, next steps, and anticipated timelines.

Demonstrate empathy, professionalism, and confidence when navigating complex or challenging customer situations.

Represent the company's values and brand in every customer interaction.

Loan Quarterback & Process Ownership

Act as the central coordinator and owner of the loan process from assignment through closing.

Drive momentum by managing all parties involved in the transaction, including customers, loan officers, underwriters, title companies, attorneys, appraisers, and closing partners.

Anticipate and remove obstacles that may impact the customer experience or closing timeline.

Ensure all stakeholders remain aligned on priorities, requirements, and deadlines.

Take ownership of loan outcomes and proactively escalate issues when necessary.

Service Recovery & Problem Resolution

Identify potential customer concerns before they become larger issues.

Resolve complex situations with urgency, professionalism, and a customer-first mindset.

Effectively de-escalate customer frustrations while maintaining confidence and trust.

Create positive outcomes during challenging situations through effective service recovery techniques.

Demonstrate critical thinking and sound judgment when navigating exceptions and unique borrower circumstances.

Loan Processing & Compliance

Review loan applications and supporting documentation for accuracy and completeness.

Collect, validate, and organize required documentation to satisfy underwriting and regulatory requirements.

Ensure loan files meet investor, regulatory, and company standards.

Monitor loan milestones and conditions to drive timely and accurate loan approvals.

Maintain complete and accurate records within loan origination systems.

Communication & Collaboration

Communicate effectively across all levels of the organization.

Partner closely with loan officers, underwriters, closers, and operational teams to deliver a seamless customer experience.

Maintain a proactive communication cadence with customers and business partners.

Translate complex lending requirements into simple, customer-friendly explanations.

Provide clear and concise updates regarding status, risks, and solutions.

Required Qualifications

High school diploma or equivalent required; bachelor's degree preferred.

2 - 5 years of experience in mortgage lending, consumer lending, financial services, customer service, or a related field preferred.

Exceptional verbal and written communication skills.

Demonstrated ability to build relationships and establish credibility with customers and business partners.

Strong conflict resolution and service recovery skills.

Ability to manage multiple priorities in a fast-paced environment.

Strong organizational skills and attention to detail.

Proven problem-solving and critical-thinking abilities.

Proficiency with loan origination and customer relationship management systems.

Salary and Other Compensation:

Applications will be accepted until August 7, 2026.

The annual salary for this position is between $60,000 - $70,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting.

Cognizant reserves the right to modify this information at any time, subject to applicable law.

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

Cog2026

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

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