Lock Desk Specialist

3 weeks ago

Middletown, United States Embrace Home Loans Full time
Job DescriptionJob DescriptionLock Desk Specialist

Location:

Middletown, RI (Hybrid Eligible – In Office 3 days)

Department:

Capital Markets

General Business Hours:

M-F: 9:00 a.m. – 5:00 p.m.

Shift:

M-F: 9:00 a.m. – 6:00 p.m. (1 hour break)

Managed by (Title):

Lock Desk Manager

Compensation Range:

$23.08 per hour - $27.88 per hour

FLSA Status:

Non-exempt

Last Updated:

5.22.2024

SUMMARY

Embrace Home Loans is looking for a full-time Lock Desk Specialist to join the Capital Markets team. Lock Desk Specialists are responsible for providing high end support to the Sales Force, adhering to and enforcing rate lock policies, and managing investor rate locks. Lock Desk Specialists continuously work to improve support and the pricing experience through automated solutions. This position has the opportunity to evolve into an analyst position.

KNOWLEDGE, EXPERIENCE AND SKILLS REQUIRED

Technical Knowledge, Years of Related Experience, Skills, Licenses, and Systems Experience

  • Education: Bachelor’s Degree In Economics, Finance, Business Administration, or Mathematics preferred
  • Experience: 1-3 years of work experience in a related field preferred
  • Skills: High learning agility and aptitude for proactive problem solving. Ability to work well under pressure, remaining flexible and adaptable to changing priorities. Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly without losing attention to detail. Ability to communicate complex subjects in layman’s terms. Ability to communicate and work well in a team.
  • License: N/A
  • Systems: Must have a proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.). Experience with Empower Loan Origination System, Compass PPE and/or Optimal Blue, Market Connectivity (MCT), or Business Intelligence (BI) tools is a plus.

TRAINING REQUIRED

Participate in additional training on sales, technology, products, procedures and pricing on an ongoing basis. Complete annual training as required by company policy and law on an annual basis in a timely manner.

RESPONSIBILITIES

Provide high end support to the Sales Force by responding to inquiries submitted through the ticketing system and via phone call. Support inquiries include, but are not limited to:

  • Questions on pricing, products, and policies
  • Assistance with initial locks, relocks, and extensions
  • Renegotiation requests
  • Price Exception requests

Administer pricing and rate lock training to newly on-boarded originators.

Assist the Capital Markets team with administrative tasks including Investor Rate Lock Management.

Assist with the daily rate sheet process and running re-prices.

Improve Lock Desk support through creative and automated solutions.

Identify potential risks and analyze the data to determine the root cause. Recommend process or system improvements to mitigate the risks.

Produce Ad Hoc Reporting and Pipeline Analytics

SPECIFIC ACTIVITIES

Attend and participate in all Monthly Awards Ceremonies, Corporate Gatherings & Training Events.

Read all newsletters and bulletins to remain current on corporate policies, procedures, and developments.

COMPETENCIES

Empowered: Operate effectively, even when things are not certain or the way forward is not clear.

Accountable: Take personal responsibility for decisions, actions, and failures and keep open to coaching, feedback and self-development.

Customer Focused: Build strong customer relationships and delivers customer-centric solutions

Collaborative: Work cooperatively with others across the organization to achieve shared objectives.

Communicative: Provide timely and helpful information to customers and teammates across the organization, verbally or in writing.

Tech Savvy: Adopt new technologies with a sense of vigor and excitement.

MEASUREMENTS OF SUCCESS

Highly motivated and innovative

Willingness to learn and work with others

Ability to identify gaps and make improvements to processes

Strong interpersonal skills

Commitment to customer service

WORK ENVIRONMENT AND DEMANDS Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

Office (Hybrid eligible – 3 days in office)

Possible Work Hazards:

Minimal

Physical Demands:

Light

OTHER CONSIDERATIONS/DISCLAIMERS

Job Description Disclaimer:

This job description is a general description of essential job functions. It is not intended as an employment contract, nor is it intended to describe all duties someone in this position may perform. All employees are expected to perform tasks as assigned by supervisory personnel, regardless of job title or routine job duties.

ADA Compliance:

Embrace Home Loans is an Equal Opportunity and ADA compliant Employer, committed to diversity in the workplace.

Disclaimer for Connecticut Applicants:

The applicant is not required to disclose the existence of any erased criminal history record information, erased criminal history record information are records pertaining to a finding of delinquency or that a child was a member of a family with service needs, an adjudication as a youthful offender, a criminal charge that has been dismissed or nolled, a criminal charge for which the person has been found not guilty or a conviction for which the person received an absolute pardon or criminal records that are erased pursuant to statute or by other operation of law, and

Any person with erased criminal history record information shall be deemed to have never been arrested within the meaning of the general statutes with respect to the proceedings so erased and may so swear under oath.

Work Location Information:

Embrace supports hybrid work where business needs allow, but is rebuilding a community that looks forward to collaboration within an office setting. All remote work, if allowed, must be performed in a state in which Embrace is registered to do business or presently open to payroll withholding, unemployment insurance as well as workers compensation. Those states are as follows: Alabama, Arizona, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Massachusetts, Maryland, Maine, Minnesota, Missouri, North Carolina, New Hampshire, New Jersey, New York, Ohio, Oregon, Rhode Island, South Carolina, Tennessee, Texas, Virginia, and West Virginia. Even if remote work is permitted, some presence in an office may be necessary based on needs, the nature of work, or in support of corporate sponsored events designed to build community. If your position requires an MLO license, you must be employed within commutable distance of an Embrace office (no home offices) and open to reporting to the office location when required.

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