Description
The Due Diligence Coordinator plays a critical role in supporting the success of our Jumbo Mortgage Program offered in our Correspondent channel by serving as the primary escalation point for complex underwriting and guideline questions received from the Client Support Team. This role requires advanced mortgage operations knowledge, strong judgment, and the ability to clearly communicate decisions within established program guidelines.
The Due Diligence Coordinator acts as a key liaison between correspondent clients and sellers, internal teams, and third-party due diligence and review partners to ensure issues are resolved accurately, efficiently, and professionally. This position reports directly to the Due Diligence Manager and serves as the designated backup during PTO, ensuring continuity of service and workflow.
Expected Outcomes: Ensure accurate and timely resolution of complex jumbo due diligence inquiries and escalations by providing consistent guideline interpretation and effective cross-functional coordination, supporting program integrity, operational efficiency, and positive correspondent client relationships.
You will know you are successful in this role, if you can do the following confidently and independently...
Underwriting & Guideline Escalation Support
- Serve as the subject matter expert for escalated Jumbo mortgage underwriting and guideline questions.
- Provide accurate, timely guidance to the Client Support Team based on agency guidelines (Fannie Mae/Freddie Mac), investor overlays, and internal policies.
- Review escalated loan scenarios to identify documentation gaps, guideline conflicts, eligibility concerns, or elevated risk factors.
- Analyze credit, income, asset, and collateral documentation to support confident determinations and recommendations.
- Clearly articulate compensating factors, risk considerations, and rationale for decisions in both written and verbal communication.
Third-Party Due Diligence & Vendor Coordination
- Act as the primary point of contact between clients and external due diligence, review, valuation, fraud, and compliance vendors.
- Ensure review requests, conditions, findings, and clarifications are accurately communicated and resolved in a timely manner.
- Track outstanding conditions and escalation items, proactively following up to prevent pipeline delays.
- Maintain consistent, professional, and solution-oriented communication with all external partners.
- Operations, Risk Management & Process Improvement
- Support the Due Diligence Manager with daily operational flow, issue resolution, and workload management.
- Serve as full backup for the Due Diligence Manager during PTO, maintaining service levels and escalation oversight.
- Assist with identifying recurring issues or risk trends; participate in root-cause analysis and recommend improvements to guidelines, workflows, or communication practices.
- Ensure all escalations, decisions, and resolutions are properly documented in accordance with company standards.
- Participate in evaluating current loan review and escalation processes, providing feedback to improve efficiency, consistency, and risk controls.
Customer & Internal Partner Support
- Deliver white-glove service to clients by maintaining responsiveness, professionalism, and clarity in all interactions.
- Support internal stakeholders including Client Support, Processing, Underwriting, QC, Compliance, and Sales as needed.
- Maintain a calm, diplomatic, and customer-focused approach when managing complex or high-pressure scenarios.
- Support the Due Diligence Manager with daily operational flow, issue resolution, and workload management.
- Serve as full backup for the Due Diligence Manager during PTO, maintaining service levels and escalation oversight.
- Assist with identifying recurring issues or risk trends; participate in root-cause analysis and recommend improvements to guidelines, workflows, or communication practices.
- Ensure all escalations, decisions, and resolutions are properly documented in accordance with company standards.
- Participate in evaluating current loan review and escalation processes, providing feedback to improve efficiency, consistency, and risk controls.
Customer & Internal Partner Support
- Deliver white-glove service to clients by maintaining responsiveness, professionalism, and clarity in all interactions.
- Support internal stakeholders including Client Support, Processing, Underwriting, QC, Compliance, and Sales as needed.
- Maintain a calm, diplomatic, and customer-focused approach when managing complex or high-pressure scenarios.
Requirements
What we are looking for...
- 7+ years of mortgage industry experience, with a strong background in processing, underwriting, or credit review.
- Demonstrated experience with Jumbo and Non-Agency mortgage products.
- Deep working knowledge of Fannie Mae and Freddie Mac guidelines, investor overlays, and mortgage compliance standards.
- Proven ability to interpret and assess complex income scenarios (e.g., self-employed borrowers, tax returns, bank statements, DSCR, 1099 income).
- Strong familiarity with loan documentation, risk assessment, and eligibility decisioning.
- Experience working with or managing third-party due diligence or review vendors strongly preferred.
- Technologically proficient, with experience using loan origination systems, document management platforms, and Excel.
- Exceptional written and verbal communication skills.
- High attention to detail, strong organizational skills, and the ability to manage multiple escalations simultaneously.
