Client Services Representative

Company Description: Capstone Financial, founded in 2010, is a mortgage bank, led by experienced real estate and finance professionals. The company specializes in real estate-backed loans that help investors and business owners solve cash flow challenges and capitalize on opportunities in evolving markets. Capstone has funded over $100 million in private asset-based loans and originated more than 2,000 loans, establishing a strong reputation as a performing direct lender. The organization serves a wide range of borrowers, from those with perfect credit to individuals who have experienced bankruptcy, foreclosure, or short sale, offering flexible solutions when conventional lending falls short. Capstone’s commitment to real estate investing and client service is reflected in its personalized support and proven results in solving complex funding needs.

Position Summary

This position is responsible for guiding brokers and borrowers through the loan funding process, reviewing loan documentation, coordinating with brokers and closing teams, and ensuring loans are funded accurately, efficiently, and in compliance with company policies and applicable lending regulations. This role requires strong attention to detail, excellent communication skills, and the ability to manage multiple loan files while delivering a professional borrower/broker experience.

Key Responsibilities

• Review loan applications, closing documents, and funding conditions for accuracy and completeness.
• Coordinate with borrowers, brokers, and escrow/title companies to move loans from processing to servicing.
• Verify borrower information, credit details, income documentation, asset records, insurance, payoff information, and other required funding documentation.
• Identify missing, inaccurate, or inconsistent documentation and work with appropriate parties to resolve issues quickly.
• Prepare, review, and submit complete funding packages according to established procedures and deadlines.
• Explain loan terms, funding requirements, and next steps to borrowers/brokers in a clear and professional manner.
• Partner with management to improve funding workflows, reduce errors, and increase processing efficiency.

Required Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree in business, finance, accounting, real estate, or related field preferred.
• Previous experience in lending, loan processing, mortgage operations, escrow, funding, banking, finance, or customer service preferred.
• Working knowledge of loan documentation, funding procedures, underwriting conditions, and lending compliance standards.
• Ability to review financial documents, identify discrepancies, and follow up on missing or incomplete information.
• Strong organizational skills with the ability to manage multiple loan files and deadlines.
• Excellent written and verbal communication skills.
• Proficiency with Microsoft Office, CRM, or financial services software.

Preferred Skills

• Strong attention to detail and accuracy.
• Customer-focused approach with the ability to explain complex lending information simply.
• Ability to work in a fast-paced, deadline-driven environment.
• Problem-solving skills and sound judgment when reviewing loan conditions.
• Professional communication with borrowers, vendors, title/escrow partners, and internal teams.
• Knowledge of residential mortgage, consumer lending, commercial lending, or business funding products.
• Ability to maintain confidentiality and handle sensitive borrower information responsibly.

Work Environment

This position is in person and will work in an office. The role will require regular communication by phone, email, and video meetings with brokers.

Compensation

Compensation will include a salary and bonus structure

Daily Tasks:

• Communication with brokers regarding all submitted documents and ensure they are submitted in a timely manner
• Appraisal ordering, revision, and dispute resolution
• Credit report ordering
• Due diligence report ordering and analysis
• Tracking time for loan document submission
• Checking in on any loans missing documents and documenting statuses
• Ensuring all documents are submitted properly while being signed and in proper formatting
• Communication with Appraisal processors and inspectors
• Adjusting/creating automations on Monday CRM
• Tracking status of all appraisals and filing properly once received
• Checking borrowers' assets and bank statements alongside credit to ensure payments can be made
• Checking closing documents
• Creating final loan terms and loan documents to be sent to broker/borrower
• Draft cancellation for any loans that are inactive or unresponsive
• Track amounts of loan applications made by each broker