Lock Desk Team Leader

Lock Desk Team Leader

The Lock Desk Team Leader plays a critical role in overseeing daily lock desk operations, ensuring pricing accuracy, compliance with investor guidelines, and timely execution of rate lock requests. This position manages a team of Lock Desk Associates, provides training and support, resolves escalated issues, and collaborates with internal departments including Secondary Marketing, Underwriting, and Sales. The ideal candidate is highly organized, technically proficient, and experienced in mortgage pricing and lock procedures, with proven leadership abilities.

Key Responsibilities

Supervise the daily operations of the lock desk team, ensuring timely and accurate execution of rate lock requests.

Review and resolve escalated pricing or lock issues, including lock extensions, relocks, and pricing exceptions.

Ensure compliance with investor guidelines, company policies, and federal regulations related to rate locking.

Train, mentor, and support Lock Desk Associates to ensure team accuracy, consistency, and development.

Monitor team productivity and service level agreements (SLAs); generate and analyze performance reports.

Collaborate with Secondary Marketing, Sales, Processing, and Underwriting teams to resolve lock-related inquiries.

Maintain and update pricing templates and guidelines in Optimal Blue and / or other pricing engines.

Assist in testing and implementing system updates or guideline changes that impact pricing and locking procedures.

Support audits and quality control reviews by ensuring proper documentation and lock desk procedures are followed.

Identify process improvement opportunities and contribute to policy and workflow enhancements.

Skills, Knowledge and Expertise

High school diploma or equivalent required; Bachelor's degree in Finance, Business, or related field preferred.

Minimum 35 years of experience in mortgage pricing, lock desk operations, or secondary marketing.

At least 1 year of leadership, supervisory, or training experience within a mortgage-related role preferred.

Strong knowledge of mortgage loan products including Conventional, FHA, VA, and Non-Agency.

Proficiency in Encompass, Optimal Blue, and investor portals (e.g., Fannie Mae, Freddie Mac, or private investors).

Excellent analytical skills with strong attention to detail and accuracy.

Effective written and verbal communication skills; ability to explain complex pricing scenarios clearly.

Ability to work independently in a fast-paced, deadline-driven environment while managing a team.

Understanding of interest rate trends, mortgage-backed securities, and loan pricing strategies is a plus.

Experience managing pricing exceptions or working closely with Secondary Marketing teams.

Familiarity with hedging strategies and pipeline management tools.

Strong organizational and documentation skills.

Knowledge of mortgage compliance requirements including TRID and lock disclosure timing.

Benefits

Above market salary

HMO on Day 1 for principal and two dependents

Government-mandated benefits

Performance-based Incentives

Quarterly Company Events

1,000 PHP De Minimis

Equipment and software provided

About NightOwl Consulting

NightOwl Consulting was born from the desire for more! As prior clients of a BPO, we found ourselves struggling with support, understanding of our business industry, and the treatment of our global family from this, NightOwl Consulting was born. Our mission is to connect companies with world-class talent with the overall vision to build a global family that aspires to reach its highest potential.