Mortgage Loan Operations Specialist
2 weeks ago
The Loan Processor is the primary point of contact for our customers during the mortgage fulfillment process, responsible for delivering exceptional customer care and ensuring a high level of customer satisfaction. This role is a hybrid position located in Chandler, AZ.
Key Responsibilities- Customer Advocacy: 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.
- Workflow Management: Complete all work within established workflow processes and policies/procedures, ensuring timely and efficient loan processing.
- Documentation and Communication: Properly document all customer interactions and communications in BOSS – Director and Encompass, our Loan Origination System.
- Knowledge and Expertise: Be well-versed and knowledgeable of all workflow processes and policies/procedures, ensuring seamless loan processing and customer satisfaction.
- Outbound Calls and Communication: Complete all required outbound calls for loans in your workflow, including welcome calls, status calls, CD calls, closing coordination, and other necessary communications.
- Performance Metrics: Meet/exceed performance goals, objectives, and key metrics as outlined in the scorecard.
- Customer Escalations: Promptly respond to customer emails and inbound calls within established SLAs, taking full ownership of assigned pipeline and proactively managing to resolve any customer escalations.
- Pipeline Management: Complete weekly pipeline reviews to ensure all assigned loans are progressing per schedule, identify any issues/problems, and provide status updates, address concerns/questions/issues, and determine specific actions needed to improve overall cycle times and customer satisfaction.
- Collaboration and Feedback: Provide loan status updates to the organization's sales force and management as needed, engage on complex or unique issues to effectively resolve, and provide feedback to management on how to improve workflows and processes to deliver improved service to our customers.
- Continuous Improvement: Constantly learn and improve from established feedback loop routines to complete tasks correctly and in a timely manner.
- Education: High school diploma or GED required; Associate's degree in accounting, finance, or business preferred.
- Experience: Minimum of 1+ years loan processing experience preferred.
- Communication Skills: Excellent written and verbal communication skills required.
- Knowledge and Skills: Familiarity and knowledge of government and/or agency loan programs and guidelines a plus; excellent computer skills, including proficiency with originations systems and Microsoft Office products; Encompass Loan Origination System experience a plus.
- Flexibility: Willingness to work a flexible schedule with the possibility of overtime and weekend rotations.
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