Branch Team Captain – Loan Officer Assistant at Security National Mortgage Company – Santa Rosa, California

Compensation: Salary + Performance-Based Bonus (commensurate with experience)

We are seeking a dynamic, detail-oriented, and customer-focused Branch Team Captain to support a top-producing mortgage loan officer and help drive branch performance. This pivotal role blends operations, customer service, marketing coordination, and loan officer assistance. The ideal candidate thrives in a fast-paced, deadline-driven environment and has a passion for delivering outstanding service while keeping a team organized and accountable.

• Serve as the right-hand partner to the branch’s lead loan officer, ensuring daily operations run smoothly and efficiently
• Run Desktop Underwriter (DU) and Loan Product Advisor (LP) for new pre-approvals; assist with structuring files and helping clients get qualified
• Fix problems in the process—whether operational, transactional, or related to borrower communication—proactively and resourcefully
• Track loan files through each stage, managing deadlines, follow-ups, and ensuring smooth transitions between milestones
• Act as the main point of contact for clients, agents, and internal team members—ensuring all communication is timely, clear, and empathetic
• Assist with CRM data management (Salesforce preferred), including tracking lead status, updating notes, and maintaining file integrity
• Help submit and reconcile various business expenses and branch-related reimbursements
• Support team morale and accountability, keeping operations moving forward even when the loan officer is unavailable
• Create and execute basic marketing campaigns (social media, email, print) to support brand awareness and referral generation
• Take full ownership of assigned projects and responsibilities, ensuring no loose ends and consistent follow-through

• Recent mortgage industry experience preferred, but not required
• Background in fast-paced, high-touch environments such as hospitality, real estate, or customer service strongly valued
• Familiarity with DU, LP, and mortgage pre-approval processes preferred
• Highly organized and detail-oriented with the ability to manage multiple priorities and deadlines
• Strong interpersonal and written communication skills—empathetic, articulate, and confident
• Proficient with Salesforce or similar CRM platforms
• Tech-savvy; capable of handling tools like Microsoft Office, Google Workspace, and light marketing tools
• Smart, dependable, and solutions-oriented—someone who takes ownership and sees tasks through to completion without being micromanaged
• A natural team leader—calm under pressure, resourceful, and adaptable

• Competitive base salary
• Performance-based bonuses for exceeding goals and driving results
• Opportunity to grow into a licensed mortgage originator role or expanded leadership position
• High-energy, supportive team culture
• Direct mentorship from a 20-year veteran in the mortgage industry
• Opportunities for long-term career development within a high-producing branch