What I Look for When Hiring Loan Officers
After years of building and leading mortgage teams, here are the qualities I value most in loan officers, and why experience isn't the only thing that matters.
I've had the privilege of leading teams of loan officers and support staff for years now, first as a branch manager and today as a Vice President. Along the way I've interviewed a lot of people and watched many of them grow into excellent originators. Here's what I've learned to look for.
1. People who care about the client's outcome
A mortgage is one of the biggest financial decisions most people ever make. I want loan officers who think about whether the loan is right for the client, not just whether it closes. That shows up in the questions they ask, the options they lay out, and their willingness to say "wait" when that's the better advice.
2. Communicators
Most problems in this business are communication problems. Clients get anxious when they don't hear from you. Agents lose trust when they have to chase status. The loan officers who thrive are the ones who call before they're asked to, explain things in plain language, and share bad news quickly with a plan attached.
3. Coachability
Guidelines change. Products change. Markets change. I'd rather hire someone eager to learn than someone who believes they already know everything. Coachable people improve every month, and that compounds over a career.
4. Work ethic and follow-through
| What I notice | What it tells me |
|---|---|
| Follow-up after the interview | How they'll follow up with clients |
| Preparation for the conversation | How they'll prepare for complex files |
| Honesty about gaps | How they'll handle problems on a loan |
| Questions about the team | Whether they're thinking long term |
5. Relationship builders
This business runs on relationships with clients, agents, processors, underwriters, and teammates. People who invest in relationships build referral businesses that last. I wrote about this in how loan officers build a realtor referral network.
6. Integrity, without exceptions
Mortgage lending is regulated for good reasons. I look for people who follow the rules even when nobody's watching, who disclose accurately, and who never cut corners on documentation. That protects clients, protects the team, and protects the loan officer's own career.
What I don't require
- A perfect resume. Some of the best loan officers I know came from sales, hospitality, or completely different fields.
- A huge existing book of business. Pipeline matters, but character and effort build pipeline.
- Knowing every product. That's what training and teammates are for.
What I try to give back
Leadership is a two-way commitment. I try to give the people on my team training, real access to leadership, support from processing and operations, and a culture where people share scenarios and help each other close. The broker channel adds another advantage: more lenders and more ways to help clients. I explain why in why more loan officers are choosing the broker channel.
What the interview looks like
When I meet with a potential loan officer, the conversation is less about reciting guidelines and more about how you think. I'll ask how you'd handle a client who's frustrated about a delay, how you'd explain a complex loan option in simple terms, and what you'd do if you realized you made a mistake on a file. There's no trick to these questions. I'm looking for honesty, judgment, and care.
I also want you to interview us. Ask about processing support, training, how leadership is involved in tough files, and how team members help each other. A good fit has to work both ways.
The takeaway
Experience helps, but character, communication, and coachability matter more. If those words describe you and you're curious about what's next in your mortgage career, I'd be glad to have a confidential conversation.
