Senior Loan Fulfillment Specialist

About the Role

Our Senior Loan Fulfillment Specialists are responsible for managing loan application workflows from submission to decisioning, ensuring accuracy, timeliness and compliance with internal and regulatory standards. The role requires proactive communication with applicants, collaboration with internal teams, and strict adherence to performance and quality standards.

This role plays a key part in shaping the Applicant experience. Loan Fulfillment Specialists are expected to bring professionalism and positivity to every interaction, ensuring our Applicants feel supported, understood, and confident throughout the process.

Core Responsibilities

• Process applications as assigned.
• Handle Applicant calls with care, accuracy, and urgency - demonstrating our core values of Love, Trust, and Hustle in every interaction to ensure applicants feel supported and informed.
• Review, validate, and process critical documents such as proof of income and identification, to ensure compliance, authenticity, and accuracy prior to decisioning.
• Daily follow-up outreach (phone call and email) to applicants whose applications are pending documentation or information to be approved.
• Reviewing applications in their active pipelines that have received new documentation or other information provided by the applicant.
• Follow-up on applications that have been escalated for Fraud Team review and have not been responded to within 24 hours.
• Adhere to Genesys schedule for breaks, lunches and other assigned activities.
• Maintain high levels of efficiency, quality, and speed while reviewing loan applications, ensuring deadlines and SLAs are consistently met without increasing risk exposure.
• Proactively identify potential risks, inconsistencies, or fraud indicators within applications and take appropriate action to mitigate exposure.
• Collaborate cross-functionally with fraud, BPO, and operations teams to ensure alignment on processes, procedures, and decisioning.
• Identify process gaps or inefficiencies and propose actionable solutions to improve workflow, scalability, and overall performance.
• Contribute to continuous improvement initiatives by sharing feedback, trends, and insights from day-to-day processing activities.