C2P Concierge Call Partner

The C2P Concierge Call Partner is responsible for executing structured, pre-closing concierge calls that serve as a mandatory final readiness checkpoint for all Construction-to-Permanent (C2P) loans, including Manufactured Housing (MH), Modular, FHA, Conventional, and VA construction.

Acting as a last-condition-to-close control function, this role ensures borrowers and builders are fully educated, aligned, and prepared prior to funding—reducing post-closing confusion, minimizing construction-phase risk, and supporting a consistent, high-quality experience across all C2P channels.

At UHM, we understand 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 Partner, regardless of their background, can grow and excel. We value diversity, educate on equity, and create inclusive partner opportunities to ensure that you know #UBelongAtUHM!

Key Responsibilities

Pre-Closing Concierge Call Execution (Core Function)

• Conduct required concierge calls prior to closing for all C2P loans
• Coordinate calls with borrower and builder jointly when possible, or separately when needed
• Execute calls using standardized, product-specific guides (MH, Modular, FHA, Conventional, VA)
• Serve as a final readiness and alignment checkpoint before loan funding

Borrower & Builder Education

• Clearly explain the full C2P lifecycle: closing, construction, draws, completion, modification
• Educate on:
  • Draw request and inspection process
  • Funding timelines and expectations
  • Interest accrual and payment responsibilities
• Tailor communication based on product type and borrower/builder sophistication

Expectation Setting & Alignment

• Define roles and responsibilities for borrower, builder, and lender
• Ensure borrower and builder are aligned on:
  • Construction timeline
  • Draw cadence
  • Communication expectations
• Eliminate misunderstandings before closing

Risk Identification & Escalation

• Identify potential risks, including:
  • Unrealistic timelines
  • Misaligned expectations
  • Financial misunderstandings
• Escalate concerns to Loan Officer and Operations prior to closing
• Prevent unresolved issues from entering the construction phase

Documentation & Control

• Document call completion, key acknowledgments, and identified risks
• Ensure all call components are completed per guide requirements
• Support audit, quality control, and compliance processes

Pipeline & Workflow Management

• Manage a pipeline of loans approaching closing across all C2P products
• Schedule and complete concierge calls within defined SLAs
• Coordinate with Loan Officers, builders, and operations teams
• Track call completion as a formal condition to close