Client Engagement Setter

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:

The Client Engagement Setter serves as the first point of contact for prospective borrowers and a key relationship coordinator for realtor partners. This role is responsible for promptly engaging inbound leads, qualifying basic fit, scheduling consultations with Loan Advisors, and maintaining accurate CRM records. The Client Engagement Setter also supports realtor outreach and event coordination to strengthen partner relationships and drive engagement. The Client Engagement Setter is not responsible for providing loan advice, discussing rates or terms, taking mortgage applications, or performing activities requiring Mortgage Loan Originator licensure.

Job Responsibilities:

• Respond to new inbound leads by phone, text, and email within assigned coverage windows.
• Re-engage leads who have not responded or have stalled after initial contact.
• Build rapport, understand the prospect's immediate objective, and identify basic fit for a consultation.
• Schedule qualified prospects for a consultation with the Loan Advisor.
• Drive prospects to complete the application themselves and confirm submission was received.
• Maintain accurate notes, tasks, statuses, and next actions in Insellerate (CRM) in real time.
• Ensure the lead queue is clean by progressing, disqualifying, or moving inactive leads into the appropriate nurture pathway.
• Contact realtor partners at a regular cadence to schedule meetings on the team's behalf.
• Invite realtors to team/company events on schedule; accurately track RSVPs and confirm attendance.
• Maintain accurate realtor contact records and relationship notes in the CRM.
• Support lead reactivation campaigns and proactive outreach initiatives to drive engagement with prospective clients and realtor partners during varying lead volume periods.
• Escalate borrower questions regarding loan terms, rates, product options, or financial advice to the Loan Advisor while ensuring a seamless customer experience.
• Maintain compliance with established role boundaries by facilitating borrower and realtor engagement, encouraging independent application completion, coordinating scheduling activities, and directing loan-related questions or negotiations to the appropriate Loan Advisor.

Qualifications and Skills:

• Experience in appointment setting, customer engagement, mortgage, real estate, financial services, or inside sales, preferred.
• Mortgage-industry familiarity, preferred.

• Demonstrated confidence, professionalism, and a welcoming approach via phone and text.

• Persistent and proactive communication skills to maintain momentum and responsiveness through repeated outreach and engagement activities.
• Highly organized and comfortable working inside a CRM (Insellerate).
• Skill in following a defined process while using sound judgment about when to escalate.
• Proficient in Microsoft Office Suite.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.