Job Title

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 OperationsProcess lock, extension, renegotiation, relock, and cancellation requests in EncompassReview requests for completeness, accuracy, and compliance with pricing and lock policiesUtilize Optimal Blue to validate pricing, lock terms, and eligibilityCommunicate clearly with Loan Officers, Account Executives, and Operations teams regarding lock status, corrections, or issuesMaintain service level standards for ticket turnaround timesCollaborate with Secondary team on loan-level data reconciliationAssist with ad hoc projects and responsibilities as directed by Lock Desk ManagerTicket & Workflow ManagementMonitor lock desk queues and prioritize tickets based on urgency and established SLAs, generally within 1-2 hours of the requestMaintain responsibility for approximately 20–25% of total lock desk tickets, with a representative mix of both routine and complex requestsEnsure all lock actions are properly documented in EncompassEscalate pricing discrepancies, system issues, or policy exceptions as appropriateAssist in maintaining clean pipelines and minimizing rework or correctionsQuality & Compliance SupportFollow established lock desk policies, procedures, and controlsAssist with audits, post-lock reviews, and quality checks as requestedIdentify recurring issues and communicate trends or concerns to management Other duties as assigned by managementQualifications:1–3 years of mortgage experience, preferably in Lock Desk, Secondary, or OperationsWorking knowledge of mortgage rate locks, extensions, and pricing conceptsExperience using Encompass LOS and Optimal BlueHigh attention to detail and accuracyStrong time management and organizational skillsAbility to work efficiently in a high-volume, ticket-driven environmentClear written and verbal communication skillsWork Environment:Office SettingHybridShift time of 9am-6pm PSTPhysical 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.