Description:
This job is responsible for answering inbound calls and initiating outbound calls within a call center to assist new and existing clients with determining the best solution for financing the purchase of a home, refinancing an existing mortgage, or obtaining a new home equity line of credit. Key responsibilities include analyzing the clients financial goals, determining the most optimal lending product solution, submitting the mortgage application, assisting clients with gathering supporting loan documentation, and keeping clients informed throughout the mortgage loan process. This position is subject to SAFE Act registration requirements. Pursuant to the SAFE Act requirements, all employees engaged in residential loan mortgage originations must register with the federal registry system and remain in good standing. Since this position requires SAFE Act registration, employees are required to register and to submit to the required SAFE Act background check and registration process. Failure to obtain and/or maintain SAFE Act registration may result in disciplinary action up to and including termination.

Responsibilities:

Provides exceptional client care
Answers inbound calls and make outbound calls to provide new and existing clients with guidance and advice to uncover lending needs and assist them with determining the best solution
Utilizes multiple technology systems to assist customers and referral partners
Leverages defined lending processes and policies to meet guidelines and manage risks
Communicates consistently with clients and business partners through outbound calls, email, and online messaging systems throughout the lending process
Identifies opportunities through conversations with clients to recommend the bank's products through partner referrals as part of one team that delivers exceptional client care

Required Qualifications:

Has 1+ year of home loan origination and mortgage experience
Bilingual – Spanish Required
Has a strong relationship-deepening and client care mentality
Actively listens to the client to determine their needs and goals and has a desire to interact with clients proactively.
Has an ability to assess client needs and suggest/promote alternative products or services
Has ability to learn all platform systems utilized within the environment and/or aptitude in system technologies
Has effective customer service skills with ability to manage the full client end-to-end origination experience and problem resolution at key points in lending process
Has an ability to work under pressure during high volumes
Has an ability to build and maintain positive rapport with service partners.
Can prioritize multiple competing tasks.
Has adaptability and is flexible to change.
Is a strong communicator, written, oral and non-verbal.
Demonstrates solid sales production over a sustained time frame.
Can be flexible to work weekends and/or extended hours as needed.
Communicates professionally, effectively and confidently and is comfortable engaging all clients over the phone.
Has an ability to handle multiple lines of business and models to support changing business needs.
Independently works with other business partners to expedite post-sale issues or problem resolution
Has the ability to effectively balance performance, operational risk, and client relationship care.
Demonstrates a commitment to professional ethic and is thorough and thoughtful in incorporating relevant regulatory due diligence as well as complying with all Federal and State Compliance policies.

Desired Qualifications:

Has knowledge of loan products (Conventional, Jumbo and Government)
Can analyze financial and credit data to advise clients of product/pricing policies and guidelines and gather any additional required information.
Familiarity with FHA and HUD guidelines.
Knowledge of processing underwriting and/or closing procedures/federal lending regulations governing real estate lending.
The ability to analyze and comprehend complex financial data and provide financial alternatives.
Strong consultative skills including the ability to ask critical questions to identify opportunities

Skills:

Attention to Detail
Client Solutions Advisory
Customer and Client Focus
Oral Communications
Written Communications
Client Management
Loan Structuring
Pipeline Management
Problem Solving
Collaboration
Credit Documentation Requirements
Critical Thinking
Referral Identification
Referral Management

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:
1st shift (United States of America)

Hours Per Week:
40