Job Purpose:

This position will provide strategic support for our mortgage origination team by handling non-customer facing administrative tasks, assisting with existing loan inquiries and ensuring excellent support and service for our team which will result in an exceptional borrower experience. The role requires a highly organized, exceptional problem solver who is detailed oriented.

Job Duties:

• Will provide accurate and timely responses to client inquiries via phone, email, or other communication channels.
• Will be responsible for addressing inquiries from borrowers regarding their escrow accounts, including how funds are being allocated and any changes in escrow payments.
• Will assist borrowers with questions related to their mortgage payments, such as payment amounts, due dates, and payment methods.
• Will respond to inquiries from borrowers about their Form 1098 mortgage interest statement, including how to access it, understanding the information provided, and any discrepancies.
• Responsible for providing guidance to borrowers on the process for removing PMI once they have reached the required equity threshold, including required documentation and steps to initiate the removal process.
• Assist borrowers with questions related to loan modifications, including eligibility criteria, application process, and potential impacts on their loan terms, & partial releases.
• Will address inquiries from borrowers about their property title, including understanding title documents, resolving title issues, and coordinating with title companies as needed.
• Responsible for assisting borrowers with inquiries related to filing insurance claims for property damage covered by their homeowners insurance policy, including providing guidance on the claims process and required documentation.
• Will provide borrowers with copies of their payment history or loan statements for their records or for documentation purposes.
• Will process requests from borrowers to obtain a payoff amount for their mortgage loan, including providing the necessary payoff statement and coordinating with other parties involved in the transaction, such as title companies and closing agents.
• Collaborate with internal departments, such as Loan Operations and customer service, to resolve client inquiries and issues.
• Assist in the development and implementation of process improvements to enhance customer service and operational efficiency.
• Will lead the development of customer education around efficiently use of electronic processes.
• Will act as the subject matter expert in all systems - primarily Encompass and Salesforce, to provide support for the Mortgage Consultant team.
• Partner with Operations and Fulfillment to provide assistance and support with loan milestones, examples being: Automated Underwriting Systems, Vendor work orders, Closing Disclosure timing and tracking.
• Will perform special projects as assigned.

Education, Job Skills and Qualifications:

• High School Diploma or equivalent (i.e, GED).
• 2-3 years of prior mortgage banking experience required
• NMLS certification required
• Previous experience in processing first mortgage loans preferred.
• Excellent oral and written communication skills
• Excellent customer service skills.
• Ability to provide high accuracy and work quality with minimal supervision.
• Skilled knowledge of bank's systems including: Encompass and Salesforce.
• Team player

Basic Qualifications:

• High School Diploma or equivalent (i.e, GED).
• 2-3 years of prior mortgage banking experience.
• NMLS certification.

Equal Opportunity Employer M/F/Disabled/Vet;
If you are unable to complete this application due to a disability, contact to ask for an accommodation, alternative application process, or other inquiries.