Intake Specialist

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. 

Skills, Knowledge & Expertise

• 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.