Loan Retention Specialist

Mutual of Omaha is a Fortune 300 Company with an iconic brand and outstanding customer loyalty. Mutual of Omaha Mortgage is inspired by hometown values and a commitment to being responsible and caring for each other. We exist for the benefit of our customers and employees. 

Mutual of Omaha Mortgage is a full-service lending company offering both Forward and Reverse Mortgage products including a complete line of residential mortgage, refinancing, specialty, and HECM loans. We employ a knowledgeable staff of experienced Loan Officers with an operations team that is second to none. If you are interested in joining a team that promotes from within and works together toward a common goal of helping customers with their mortgage needs, please review and apply for our opening below!

Position Summary: 
We are seeking a detail-oriented and customer-focused Loan Retention Specialist to support our Consumer Direct Reverse Mortgage team. This role is responsible for managing active loan pipelines, working closely with borrowers throughout the loan lifecycle, and ensuring a smooth and timely closing process. The ideal candidate will have strong mortgage processing experience, excellent communication skills, and the ability to effectively address borrower concerns and objections. 

A minimum of five (5) years of mortgage industry experience is required, with at least one (1) year of direct reverse mortgage experience strongly preferred. This role is not responsible for originating loans but plays a critical role in borrower engagement, retention, and overall loan success. 

Key Responsibilities: 

• Manage pipeline for Consumer Direct Loan Officers 
• Partner closely with processing teams to ensure timely loan closings 
• Provide consistent and proactive updates to borrowers on loan status 
• Address borrower concerns, questions, and objections throughout the loan process 
• Act as a liaison between borrowers and internal departments to ensure a seamless experience 
• Maintain strong follow-up and communication to support borrower retention 
• Ensure accuracy and completeness of loan files in collaboration with processing 
   

Qualifications: 

• Minimum of five (5) years of mortgage industry experience  
• At least one (1) year of reverse mortgage experience  
• Strong mortgage processing background  
• Strong interdepartmental collaboration and customer service skills 
• Experience working directly with borrowers throughout the loan lifecycle 
• Excellent communication and interpersonal skills 
• Strong problem-solving and critical thinking abilities 
• Ability to multitask and manage multiple loans in pipeline 
• High level of attention to detail and organizational skills 
• Familiarity with Encompass, Quantum Reverse, Salesforce, and Microsoft Office (Outlook, Teams) 
• Sales or borrower-facing experience  

• Vacation — Vacation hours accrue on a per pay period basis. Balance maximums are based on years of service. 
• Paid Sick Time — 40 hours of paid sick time after 90 days of employment. State sick time requirements will be added as needed. 
• 9 Paid Holidays + 1 Cultural Celebration Day (Floating Holiday) 
• Multiple PPO Medical Plans, as well as HDHP eligible plan. 
• Dental Coverage 
• Vision Coverage 
• Company Paid Life Insurance 
• 401K with a generous employer match 
• Additional Benefits including – Optional Life, FSA, Pet Insurance etc. 
• Free Legal Services 
• Employee Loan Program 
• 100% Remote