JOB FUNCTION / SUMMARY:
The Mortgage Fulfillment Center Representative 3 assists in the processing of Mortgage applications generated through the financial centers and online; may be responsible for most complex loans handled through the Contact Center. This position is responsible for communicating with customers and internal associates to gather the necessary information to ensure applications are complete, to inform on progress of the application, and to assist in scheduling closings.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Identifies client’s needs and selecting loan product types.
Ensures loan applications are completed accurately.
Properly edits customer disclosures.
Strictly adheres to agent call center performance standards, which includes call management, schedule adherence, and satisfactory customer service.
Meets NMLS license and individual state licensing requirements, which includes passing tests and on-going training.
Production performance standards include, but not limited to opportunities taken (Inbound calls and/or web lead submissions), conversion to application percentages, pull-through to funded unit percentages, loan application quality, and call monitoring for compliance purposes accepting, reviewing, and pre-qualifying customer loan applications.
MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE:
High School Diploma or equivalent; NMLS license preferred.
5+ years mortgage or sales originations experience in a call center environment.
Strong understanding of end-to-end mortgage process and products.
Advanced knowledge of Mortgage related state and Federal Regulations.
Ability to adapt to change and partner with key stakeholders to develop actionable plans.
Excellent organizational skills and attention to detail.
ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS:
Ability to travel if required to perform the essential job functions.
Ability to work under stress and meet deadlines.
Ability to operate related equipment to perform the essential job functions.
Ability to read and interpret a document if required to perform the essential job functions.
Ability to lift/move/carry approximately 10 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an “undue hardship” then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.
Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.