Client Coordinator

Summary

CrossCountry Mortgage is a distributed retail mortgage lender serving borrowers across the United States. The Client Coordinator manages the client journey from initial contact through pre-approval by handling lead intake, communication, documentation, CRM updates, and coordination with loan officers, pre-approval specialists, and Realtors.

Responsibilities

• Serve as the first point of contact for inbound purchase and refinance leads
• Prioritize timely follow‑up to ensure prompt engagement, application progression, and completion of required documentation
• Manage inbound communication across phone, text, email, and CRM queues
• Conduct structured intake calls to assess borrower goals, timing, readiness, and next steps
• Capture comprehensive intake information aligned with borrower objectives and Realtor expectations
• Assist clients in initiating and completing the loan application under Loan Officer supervision, ensuring accuracy and completeness
• Communicate the mortgage process, expectations, and upcoming steps in a clear and accurate manner without providing advisory opinions
• Collect, review, and organize all required borrower documentation
• Proactively follow up on outstanding documentation until the file is complete
• Maintain accurate, real-time CRM notes and status updates
• Drive lead conversion through disciplined follow-up and intake standards
• Prepare fully documented, organized, decision-ready files for handoff to the Pre-Approval Specialist
• Coordinate scheduling and internal logistics for pre-approval review
• Provide clear and non‑advisory updates to clients during the pre‑approval and home‑search stages
• Communicate readiness and timeline updates to Realtors as appropriate
• Maintain an effective working relationship with the Loan Officer and Account Executive

Skills

• High School Diploma or equivalent
• Skilled in communicating effectively by phone with clients and Realtors
• Skilled in managing time‑sensitive tasks, multiple active files, and competing priorities while maintaining accuracy and attention to detail
• Skilled in working effectively in dynamic environments with established standards and accountability
• Skilled in taking ownership of outcomes as well as tasks
• Excellent organizational and time management skills
• Excellent communication skills
• Experience in sales support or customer service, preferred
• Familiarity with the mortgage process and required documentation, preferred

Qualifications

Must Haves

• High School Diploma or equivalent
• Skilled in communicating effectively by phone with clients and Realtors
• Skilled in managing time‑sensitive tasks, multiple active files, and competing priorities while maintaining accuracy and attention to detail
• Skilled in working effectively in dynamic environments with established standards and accountability
• Skilled in taking ownership of outcomes as well as tasks
• Excellent organizational and time management skills
• Excellent communication skills

Nice to Haves

• Experience in sales support or customer service, preferred
• Familiarity with the mortgage process and required documentation, preferred

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401K
• Company-provided short-term disability
• Employee assistance program
• Wellness program
• Remote work