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Mortgage Loan Processor

2 months ago

Lake Forest, United States Mr. Cooper Full time

The Loan Processor is the primary contact for our customer during the mortgage fulfillment process and is responsible for delivering the highest level of customer care for every Cooper Customer The Loan Processor ensures a high level of customer satisfaction by setting proper expectations, managing inbound and outbound customer communications within SLA’s, and resolving all customer concerns regarding their mortgage application through funding of the customer’s new loan. This is a hybrid role located in Lake Forest, CA.


Responsibilities:

  • Act as a customer advocate and single point of contact for assigned customers to generate the highest level of customer satisfaction through differentiated world class service.
  • Complete all work within established workflow processes and policies / procedures.
  • Properly document BOSS – Director and our Loan Origination System (Encompass) with notes resulting from communication with customers.
  • Be well versed and knowledgeable of all workflow process and policies and procedures
  • Complete all required outbound calls for loans in your workflow including: Welcome Calls, Status Calls, CD Calls, Closing Coordination, etc.
  • Meet / exceed Performance Goals / Objectives / Key Metrics per scorecard.
  • Promptly respond to customer emails / inbound calls within established SLAs.
  • Takes full ownership of assigned pipeline and manage proactively to resolve any customer escalations. Follow through and resolve all identified issues within specified SLA’s.
  • Complete weekly pipeline reviews to ensure all assigned loans are progressing per schedule and to identify any issues / problems that need to be escalated for timely resolution. provide status updates, address concerns/ questions / issues and determine specific actions needed to improve overall cycle times & customer satisfaction.
  • Provide loan status updates to organization’s sales force & management as needed and engage on complex or unique issues to effectively resolve as required.
  • Provide feedback to management on how to improve workflows & processes to deliver improved service to our customers.
  • Constantly learn and improve from established feedback loop routines to complete tasks correctly and in a timely manner.
  • All other responsibilities as assigned.


Experience & Qualifications

  • High school diploma or GED required - Associate’s degree in accounting, finance, or business preferred.
  • 1+ years loan processing experience preferred
  • Must have excellent written and verbal communication skills.
  • Familiarity and knowledge of government and/or agency loan programs and guidelines a plus.
  • Excellent computer skills required including proficiency with originations systems and Microsoft Office products. Encompass Loan Origination System experience is a plus.
  • Applicants must be willing to work a flexible schedule with the possibility of overtime and weekend rotations.