# Module 1: Introduction to the Role

A loan officer assistant (LOA) is a professional who provides administrative support to loan officers. The duties of the LOA cover the entire loan origination process, including managing documentation and interacting with everyone involved to keep the process moving efficiently. They help to ensure that loans are processed accurately and efficiently, all while supporting loan officers, allowing them to focus on their core responsibilities.

In PMG MX, the loan officer assistant’s responsibilities are defined as follows:

* Communicates with and liaises between clients, Branch Managers, Sales Managers, Loan Originators, and other interested parties in matters relating to active loan files, answering questions, and providing updates.
* Communicates with leads that are interested in applying for a mortgage loan.
* Tracks quality of service and satisfaction from clients and obtains referrals from all clients.
* Aids clients in completing applications over the phone.
* Reviews loan applications for each customer file to ensure completeness.
* Tracks all requested documents in Encompass.
* Reviews documentation received within 24 hours of receipt for discrepancies, omitted data, verified income calculation, asset verification, AUS requirements, and Encompass updates based on verified information, and notifies Loan Originators when any discrepancies are found on documentation.
* Partners with Loan Originators in resolving problems on files/documents.
* Ensures files are complete and set up per Company policy and procedures.
* Verifies accuracy and consistency of information in file to ensure “closing” documents are prepared according to investor/product guidelines.
