Role Description The Intake Specialist will be the first point of contact for prospective borrowers and partners seeking information about loan products and services. This role is responsible for capturing and qualifying incoming inquiries, gathering initial documentation, and ensuring a seamless intake process that sets the foundation for a smooth lending experience.

Key Responsibilities

• Answer high-volume inbound calls from prospective borrowers, brokers, and partners, providing information about loan products and services.
• Collect and verify initial borrower information, assess potential loan eligibility, and accurately record details in the system.
• Guide callers through the initial stages of the loan application process, ensuring all required documentation is received and properly logged.
• Qualify and transfer leads to the appropriate loan officer or department based on loan type, property, and borrower profile.
• Conduct follow-up calls and emails to ensure incomplete applications or missing documentation are addressed promptly.
• Maintain accurate and up-to-date records of all customer interactions, inquiries, and application statuses.
• Adhere to company policies, lending regulations, and confidentiality standards when handling sensitive borrower information.
• Provide a positive, professional, and helpful experience to every caller, reinforcing the reputation for fast and reliable lending solutions.

Qualifications

• 1–2 years of call center, customer service, or intake experience, preferably in financial services, mortgage, or real estate lending.
• Strong verbal and written communication skills; ability to explain loan programs clearly and professionally.
• Proficient in CRM systems, Microsoft Office Suite, and other intake or loan processing software.
• Familiarity with loan origination, real estate, or hard money lending is a plus.
• Excellent data entry and organizational skills with strong attention to detail.
• Ability to handle a high volume of calls and multitask effectively.