Home Equity Mortgage Loan Processor

Home Equity Mortgage Loan Processor

Requirements

• Minimum of 2 years of mortgage experience
• Minimum of 2 years of customer contact experience
• NMLS licensed, if not licensed must be able to obtain license within 30 days of employment
• Ability to work well in a fast-paced, multi-task environment
• Self-starter that thrives in a team environment
• Strong organizational, problem solving and time management skills
• Professional communication both written and verbal

Responsibilities

• Ability to meet production, quality and service standards with emphasis on delivering exquisite customer service
• Manage a large pipeline of applications while meeting required service level agreements
• Responsible for thorough application review, collection, review and validation of all required documentation, including income calculation, following up with the customer within established timeframes and delivering a quality application to Underwriting
• Serve as a primary point of contact, providing customers with timely and periodic status updates of their loan application, returning all inquiry calls within service level agreement
• Accept incoming phone calls
• Make outbound phone calls to follow up on outstanding documents and provide updates on loan status
• Monitor and respond to incoming emails
• Monitor and respond to incoming voicemails
• Document all communication
• Focused on achieving customer delight through successfully establishing customer rapport, setting appropriate expectations, asking probing questions, relationship deepening and executing on all commitments
• Able to articulate difficult and/or complex information in a manner that is clear while conveying compassion to drive customer retention and sales partner confidence

Preferred Qualifications

No preferred qualifications provided.