Wholesale Sales Support Specialist

Position Summary

The Wholesale Sales Support Specialist serves as the first point of contact for day-to-day broker support. This role assists brokers with questions, navigation, loan status, product resources, pricing guidance, and general operational support, allowing Account Executives to focus on business development and relationship management. The Specialist provides timely, accurate assistance while delivering an exceptional broker experience.

Essential Duties & Responsibilities

• Respond to broker questions regarding products, guidelines, processes, and company resources.
• Assist brokers with navigating TPO Connect and other company systems.
• Help brokers with pricing questions and direct them to the appropriate tools and resources.
• Provide loan status updates and assist brokers in obtaining information from internal departments.
• Help resolve routine issues by coordinating with Processing, Underwriting, Closing, Funding, and other operational teams.
• Guide brokers through common system or process questions before escalating issues.
• Direct brokers to the appropriate department when specialized assistance is required.
• Maintain a thorough understanding of company products, programs, guidelines, and internal workflows.
• Document broker conversations, support requests, resolutions, and follow up activities in the CRM to maintain accurate records and provide Account Executives with visibility into broker interactions.
• Identify recurring broker questions and recommend improvements to processes, tools, and broker resources.
• Deliver prompt, professional service that enhances the broker experience.
• Partner with Account Executives to reduce non sales activities so they can focus on prospecting, relationship management, and growing production.

PAEI Profile

Producer (P)

• Respond promptly to broker questions and requests.
• Help brokers find answers, resources, and solutions.
• Resolve routine issues efficiently to keep loans moving.

Administrator (A)

• Document broker conversations and activities in the CRM.
• Maintain accurate records of broker interactions.
• Follow established processes and ensure consistent execution.
• Direct inquiries to the appropriate department when necessary.

Entrepreneur (E)

• Identify recurring broker questions and recommend improvements.
• Suggest enhancements to broker resources, FAQs, and job aids.
• Share feedback that improves the overall broker experience.

Integrator (I)

• Build positive relationships with brokers and internal teams.
• Coordinate with Processing, Underwriting, Closing, Funding, and other departments to resolve issues.
• Keep Account Executives informed of meaningful broker interactions and escalated issues.

Qualifications

• Mortgage industry experience preferred, with wholesale lending experience strongly preferred.
• Working knowledge of mortgage products and the loan origination process.
• Familiarity with loan origination systems, pricing engines, and broker portals.
• Strong customer service, communication, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.

Success Measures

• Provide fast and accurate responses to broker inquiries.
• Resolve broker issues on the first interaction whenever possible.
• Deliver an exceptional broker experience.
• Reduce the volume of non-sales requests handled by Account Executives.
• Increase Account Executive selling time by removing operational distractions.