Lock Desk Specialist
VIP Mortgage Inc, Scottsdale, AZ, United States
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:
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.
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:
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.