Lock Desk Specialist

Summary: 

The Mortgage Lock Desk Specialist at V.I.P. Mortgage, Inc. is responsible for the accurate and timely processing of lock-related requests submitted by Loan Officers and TPO originators. This role is execution-focused and volume-driven, with an emphasis on service levels, accuracy, and adherence to pricing and lock policies.

The Lock Desk Specialist plays a critical role in ensuring smooth loan origination workflows by processing tickets efficiently and consistently within established guidelines.

Essential Job Functions:

Lock Desk Operations

• Process lock, extension, renegotiation, relock, and cancellation requests in Encompass
• Review requests for completeness, accuracy, and compliance with pricing and lock policies
• Utilize Optimal Blue to validate pricing, lock terms, and eligibility
• Communicate clearly with Loan Officers, Account Executives, and Operations teams regarding lock status, corrections, or issues
• Maintain service level standards for ticket turnaround times
• Collaborate with Secondary team on loan-level data reconciliation
• Assist with ad hoc projects and responsibilities as directed by Lock Desk Manager

Ticket & Workflow Management

• Monitor lock desk queues and prioritize tickets based on urgency and established SLAs, generally within 1-2 hours of the request
• Maintain responsibility for approximately 20–25% of total lock desk tickets, with a representative mix of both routine and complex requests
• Ensure all lock actions are properly documented in Encompass
• Escalate pricing discrepancies, system issues, or policy exceptions as appropriate
• Assist in maintaining clean pipelines and minimizing rework or corrections

Quality & Compliance Support

• Follow established lock desk policies, procedures, and controls
• Assist with audits, post-lock reviews, and quality checks as requested
• Identify recurring issues and communicate trends or concerns to management

• Other duties as assigned by management

Qualifications:

• High School diploma or GED, required.
• 1–3 years of mortgage experience, preferably in Lock Desk, Secondary, or Operations
• Working knowledge of mortgage rate locks, extensions, and pricing concepts
• Experience using Encompass LOS and Optimal Blue
• High attention to detail and accuracy
• Strong time management and organizational skills
• Ability to work efficiently in a high-volume, ticket-driven environment
• Clear written and verbal communication skills

Work Environment:

• Office Setting
• Hybrid
• Shift time of 9am-6pm PST

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.