Client Success - Mortgage Specialist

Client Success – Mortgage Specialist

2-5 years of experience as a Loan Officer, Loan Processor or customer support, preferably in the mortgage industry.
Understanding of mortgage processes, terminology, and regulations (e.g. underwriting guidelines, TRID timelines, third party services, etc.).
Excellent verbal and written communication skills, with the ability to explain complex concepts clearly and concisely.
Strong analytical and problem-solving skills, with the ability to think quickly and handle challenges in a calm, professional manner.
High level of accuracy and attention to detail in handling customer inquiries and documentation.
Ability to handle multiple customer inquiries simultaneously and prioritize effectively in a fast-paced environment.

Respond to inbound customer inquiries via phone, email, and chat, addressing questions related to mortgage loans, applications, payments, refinancing, and more.
Diagnose and resolve customer issues, providing clear, accurate information, and escalate more complex issues when necessary.
Maintain detailed records of customer interactions and transactions, ensuring all inquiries are documented and follow-up actions are completed.
Provide step-by-step assistance to customers throughout the mortgage application and approval process, including document submission and loan status updates.
Work closely with underwriting, processing, and external loan officers to resolve customer queries and ensure timely updates.
Stay up-to-date with mortgage industry regulations and company policies to ensure compliance in all customer interactions.
Identify opportunities to enhance customer satisfaction through proactive communication, including follow-up on pending loan statuses and other inquiries.
Gather customer feedback and provide insights to the management team to improve processes, customer experience, and service offerings.

No preferred qualifications provided.