TPO Customer Service Specialist – Third Party Origination Partner Support (Pacific Time Zone)

Join Our Dynamic Team at arenaflex

Are you ready to become an essential part of a forward-thinking organization that's transforming the mortgage industry? At arenaflex, we believe that exceptional service is the foundation of lasting partnerships. We're currently seeking a dedicated and motivated TPO Customer Service Specialist to join our Third Party Origination team. This is a fantastic opportunity for professionals who thrive in fast-paced environments and are passionate about delivering outstanding support to our valued mortgage partners.

In this role, you'll be the backbone of our TPO channel operations, ensuring that all Third Party Origination partners are properly affiliated, supported, and equipped with the resources they need to succeed. You'll be working directly with brokers, account managers, warehouse providers, and processing companies—playing a critical role in maintaining the seamless operation of our mortgage origination pipeline.

Note: This position requires the ability to work until 6:00 PM Pacific Time to accommodate our partners across various time zones and ensure consistent, responsive support throughout the business day.

Why arenaflex?

At arenaflex, we understand that diversity comes in many different forms. It's our commitment to improve inclusion in the workplace through programs and policies that establish a positive and inclusive environment where every team member, regardless of their background, can grow and excel. We value diversity, educate on equity, and create inclusive opportunities to ensure that you know #YouBelongArenaflex!

Our culture is built on collaboration, integrity, and a relentless focus on customer success. We invest in our people because we know that when our team thrives, our partners thrive, and our organization flourishes. Join us and become part of a team that's redefining what's possible in the mortgage industry.

Key Responsibilities

As a TPO Customer Service Specialist at arenaflex, you'll be entrusted with a variety of critical responsibilities that keep our Third Party Origination channel running smoothly. Your daily activities will include:

• Partner Onboarding & Affiliation: Enhance and execute standard onboarding routines for all new TPO partners, ensuring they receive comprehensive orientation and are fully equipped to operate within our channel.


• Partner Approvals & Management: Responsible for processing New TPO Partner Approvals, Renewals, and De-Activations in a timely and accurate manner.


• Processing Company Management: Handle Third Party Processing Company Approvals, Renewals, and De-Activations, maintaining strong relationships with our processing partners.


• Warehouse Provider Relations: Manage Warehouse Provider Approvals, Renewals, and De-Activations to ensure our lending partners have access to the capital they need.


• Contact List Maintenance: Maintain master contact lists of internal and external TPO Partners, ensuring information is always current and accessible.


• Rate Sheet Distribution: Responsible for the delivery of daily rate sheets to external partners, keeping them informed of current market conditions.


• VA Sponsorship Processing: Handle VA Sponsorship Process Approvals, Renewals, and De-Activations with precision and attention to compliance requirements.


• White Glove Process: Enhance and execute standard processes related to our White Glove Process, ensuring premium service delivery to our valued partners.


• Bulletin Execution: Responsible for execution of bulletin processes as directed by TPO leadership, ensuring all partners receive critical updates.


• Web Presence Management: Maintain timely and accurate information regarding TPO web presence, collaborating with marketing and technology teams.


• Training Coordination: Serve as a liaison between arenaflex and training institutions to ensure training needs are executed and delivered effectively.


• Training Development: Develop and implement standard training routines for all new TPO partners, creating engaging educational content.


• Technical Support: Provide daily Broker/Account Manager Technical Issue Support, serving as the first line of defense for system-related inquiries.


• Loan Level Issue Resolution: Perform loan level issue diagnosis and error resolution, working collaboratively with underwriting and processing teams.


• Direct Assistance: Offer direct assistance via phone and video conferencing to address questions and system issues in real-time.


• Deadline Management: Meet crucial deadlines requested by internal and external stakeholders, demonstrating strong time management skills.

Essential Qualifications

To succeed in this role, you'll need:

• High school diploma or equivalent (required)


• Minimum of 2+ years of work experience in the mortgage industry


• TPO/Wholesale environment experience is preferred but not required—we're willing to train the right candidate!

Skills & Competencies

The ideal candidate will possess:

• Exceptional Communication Skills: Strong verbal and written communication abilities to effectively interact with diverse partners and internal stakeholders.


• Adaptability: The ability to thrive in a fast-paced, dynamic environment where priorities may shift throughout the day.


• Multi-tasking Excellence: Experience managing multiple tasks and deadlines routinely without sacrificing quality or attention to detail.


• Customer Service Orientation: Experience dealing directly with consumers and/or business partners, with a genuine desire to help others succeed.


• Analytical Thinking: Strong problem-solving abilities to diagnose loan-level issues and implement effective solutions.


• Technical Aptitude: Comfortable learning new systems and software applications quickly; prior experience with mortgage technology platforms is a plus.


• Organizational Skills: Exceptional attention to detail with the ability to maintain accurate records and documentation.


• Team Player Mindset: Willingness to collaborate with cross-functional teams to achieve common goals.

Career Growth Opportunities

At arenaflex, we believe in investing in our employees' professional development. As a TPO Customer Service Specialist, you'll gain invaluable experience in the mortgage industry's Third Party Origination channel—a sector that's experiencing tremendous growth and demand. This role provides a strong foundation for advancement into:

• Senior TPO Specialist positions


• TPO Account Management roles


• Operations Team Leadership positions


• Training and Development coordination


• Compliance and Quality Assurance roles

You'll have access to ongoing training programs, mentorship opportunities, and the chance to expand your mortgage industry knowledge through hands-on experience with industry-leading tools and processes.

Work Environment & Culture

Join a team that genuinely cares about your success and well-being. At arenaflex, you'll find:

• A supportive and inclusive work environment where your voice matters


• Collaborative team dynamics and open communication


• Access to modern tools and technology to help you succeed


• Recognition programs that celebrate individual and team achievements


• Work-life balance initiatives designed to prevent burnout


• A commitment to diversity, equity, and inclusion in everything we do

Compensation & Benefits

We recognize that our team members are our greatest asset. arenaflex offers a competitive compensation package that includes:

• Competitive base salary commensurate with experience


• Annual performance bonuses and incentives


• Comprehensive health, dental, and vision insurance


• 401(k) retirement plan with company matching


• Paid time off and holidays


• Professional development and continuing education opportunities


• Employee assistance program for personal and professional challenges

Join the arenaflex Family

If you're ready to take the next step in your career and make a meaningful impact in the mortgage industry, we encourage you to apply today! At arenaflex, you'll find more than just a job—you'll find a career where you can grow, thrive, and belong.

We're excited to review your application and learn how your skills and experience can contribute to our continued success. Apply now and become part of a team that's committed to excellence, innovation, and creating lasting partnerships with our TPO network.

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 U.S.