About arenaflex

At arenaflex, we believe that the strength of our organization lies in the diverse perspectives, backgrounds, and experiences of our team members. As a leading provider in the mortgage and financial services industry, we are committed to fostering an inclusive workplace where every individual has the opportunity to thrive, grow, and contribute to our shared success. Our culture is built on respect, collaboration, and a dedication to excellence in everything we do. We understand that diversity is not just a metric—it is the foundation of innovation and exceptional service to our partners and clients alike. When you join arenaflex, you become part of a community that values your unique contributions and supports your professional development every step of the way.

We are currently seeking a motivated and detail-oriented professional to join our Third Party Origination (TPO) team as a TPO Customer Service Specialist. This pivotal role is responsible for ensuring seamless onboarding, ongoing support, and maintaining strong relationships with all TPO partners within our Union Home Third Party Origination channel. If you thrive in a fast-paced environment and are passionate about delivering outstanding service to business partners, this could be the perfect opportunity for you.

Note: This position requires the ability to work until 6:00 PM Pacific Time to accommodate our partners across various time zones.

Position Overview

The TPO Customer Service Specialist will serve as the primary point of contact for all Third Party Origination partners, providing daily technical support, managing partner approvals, and maintaining comprehensive lists of activities related to TPO operations. This role is essential to ensuring our partners are properly affiliated, fully supported, and equipped with the resources they need to succeed in their respective roles. The ideal candidate will possess strong communication skills, a keen eye for detail, and the ability to manage multiple priorities in a dynamic, fast-paced environment.

Key Responsibilities

• Partner Onboarding & Affiliation: Enhance and execute standard onboarding routines for all new TPO partners, ensuring a smooth and efficient integration process that sets the stage for long-term success.
• Partner Approvals & Renewals: Manage the complete lifecycle of TPO partner approvals, renewals, and de-activations, including documentation, verification, and compliance with company standards.
• Third-Party Processing Company Management: Oversee approvals, renewals, and de-activations for third-party processing companies, ensuring all requirements are met and relationships remain strong.
• Warehouse Provider Relations: Handle approvals, renewals, and de-activations for warehouse providers, maintaining accurate records and fostering productive partnerships.
• Contact List Maintenance: Responsible for maintaining master contact lists of both internal and external TPO partners, guaranteeing up-to-date and accessible information across the organization.
• Rate Sheet Delivery: Ensure daily rate sheets are delivered promptly to external partners, supporting their ability to serve clients effectively and competitively.
• VA Sponsorship Process: Manage VA sponsorship process approvals, renewals, and de-activations with precision and attention to regulatory requirements.
• White Glove Process Execution: Enhance and execute standard processes related to our White Glove Process, ensuring every interaction reflects our commitment to excellence and premium service.
• Bulletin Management: Execute the bulletin process as directed by TPO leadership, disseminating critical information to relevant stakeholders in a timely manner.
• Web Presence Maintenance: Maintain timely and accurate information regarding TPO web presence, ensuring digital platforms reflect current offerings, policies, and partner resources.
• Training Coordination: Serve as the liaison for Union University to ensure training needs are executed and delivered effectively, supporting continuous education for all partners.
• Training Development: Develop and implement standard training routines for all new TPO partners, creating comprehensive materials and modules that drive competency and confidence.
• Technical Support: Provide daily technical issue support to brokers and account managers, troubleshooting challenges and resolving concerns with speed and accuracy.
• Loan Level Issue Resolution: Diagnose and resolve loan-level issues and errors, working diligently to ensure smooth processing and timely closings.
• Direct Assistance: Offer direct assistance via phone and video to partners with questions and system issues, delivering personalized support that builds trust and loyalty.
• Deadline Management: Meet crucial deadlines requested by leadership and partners, demonstrating strong organizational skills and a commitment to reliability.

Essential Qualifications

• Education: High school diploma or equivalent required.
• Experience: A minimum of two years of work experience in the mortgage industry is required. Prior experience in a TPO or wholesale environment is highly preferred but not mandatory—we welcome candidates with a strong foundation in related fields who are eager to grow.

Required Skills & Competencies

• Communication Excellence: Exceptional verbal and written communication skills, with the ability to interact professionally with diverse partners and stakeholders at all levels.
• Adaptability: Thrives in a fast-paced, dynamic environment where priorities may shift quickly and multiple demands require simultaneous attention.
• Multi-Tasking Mastery: Proven ability to manage multiple tasks and deadlines routinely, prioritizing effectively to meet both daily and long-term objectives.
• Customer & Partner Engagement: Demonstrated experience dealing directly with consumers and/or business partners, with a customer-first mentality and relationship-building mindset.
• Attention to Detail: Strong attention to detail and precision, ensuring accuracy in documentation, data entry, and process execution.
• Technical Acumen: Comfortable working with technology platforms, systems, and software relevant to mortgage operations and partner management.
• Problem-Solving Skills: Analytical mindset with strong problem-solving abilities, capable of diagnosing issues and implementing effective solutions.
• Team Orientation: Collaborative spirit and willingness to work cross-functionally to achieve shared goals and support team success.

Career Growth & Development Opportunities

At arenaflex, we are deeply invested in the professional growth and career advancement of our team members. As a TPO Customer Service Specialist, you will gain invaluable experience in the mortgage industry, developing expertise in partner relations, process management, and technical support. This role serves as an excellent foundation for future advancement within the organization, offering pathways to leadership positions in operations, training, or management.

We provide ongoing training, professional development resources, and mentorship opportunities to help you build the skills and knowledge necessary to excel in your career. Whether you aspire to specialize further in TPO operations, transition into a training and development role, or explore other areas of our business, arenaflex is committed to supporting your journey.

Work Environment & Culture

arenaflex takes pride in cultivating a positive, inclusive, and supportive work environment where every team member feels valued and empowered to do their best work. We believe that diversity strengthens our organization, and we are dedicated to building a workplace where individuals from all backgrounds can succeed and flourish. Our culture emphasizes respect, collaboration, and a commitment to excellence, ensuring that each team member has the opportunity to grow both professionally and personally.

We offer flexible work arrangements, cutting-edge technology and tools, and a team-oriented atmosphere that fosters open communication and mutual support. Our leaders are accessible and invested in your success, and we encourage feedback, innovation, and continuous improvement at all levels of the organization.

Compensation & Benefits

arenaflex is committed to providing competitive compensation and a comprehensive benefits package designed to support your well-being and financial security. We offer:

• Competitive base salary with performance-based incentive opportunities
• Health, dental, and vision insurance coverage
• 401(k) retirement plan with company contributions
• Paid time off, including vacation, sick leave, and holidays
• Professional development and tuition assistance programs
• Employee assistance program (EAP) for holistic well-being support
• Various optional benefits and perks tailored to your needs

Why Join arenaflex?

When you join arenaflex, you become part of a team that values diversity, promotes inclusion, and is committed to your success. We believe that every individual brings something unique to our organization, and we celebrate those differences as strengths. Our inclusive culture ensures that you will feel welcomed, supported, and empowered to contribute your best work every day.

We are dedicated to providing an environment where you can grow, learn, and build a rewarding career. If you are ready to take the next step in your professional journey and make a meaningful impact within a dynamic organization, we invite you to apply and become part of the arenaflex family.

arenaflex is an equal opportunity employer. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This employer participates in E-Verify. If hired, the employer will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States.

We look forward to welcoming you to the arenaflex team!