Mortgage Concierge Specialist

About Working at Commerce

Building a career here is more than just steps on a ladder. It's about helping people find financial safety and success, helping businesses thrive, and making sure people and their money are taken care of. And our commitment doesn't stop there. Our culture is about our people, the ones in our communities and the ones that work with us.

Here, you'll find opportunities to grow and learn, to connect with others, and build relationships with the people around you. You'll have the space and resources to grow into the best version of yourself. Because our number one investment is you.

Creating an award-winning culture doesn't come easy. And after 160 years, we know Commerce Bank is only at its best when our people are. If this sounds interesting to you, keep reading and let's talk.

Compensation Range

Hourly: $ $24.00 (Amount based on relevant experience, skills, and competencies.)

About This Job

The main purpose of this job is to assist the Commerce Bank Mortgage sales channels and Retail branches by improving the customer experience, conversion on branch referrals, and communication with the sales team and branch network.

The Mortgage Concierge Team Member assists the Commerce Bank Mortgage sales channels and Retail branches by improving the customer experience, conversion on branch referrals, and communication with the sales team and branch network. You'll be responsible for maximum speed-to-market when coordinating lead management and referring mortgage sales opportunities.

Essential Functions

• Act as a liaison between the branch network and the mortgage department
• Monitor a mortgage hotline number and delegate all uncovered lead opportunities to the appropriate Mortgage Banker per customer preference
• Manage the inbound application watch list and inbound chat opportunities to delegate to the appropriate team member per customer preference
• Manage and respond immediately to inbound contact forms and delegate to the appropriate Mortgage Banker
• Communicate referred leads with referring party and branch leadership all the way through final lead disposition
• As needed or if required, analyze applicants' financial status, creditworthiness, and property evaluation to determine eligibility and feasibility of granting home loans
• Provide timely communication updates to sales teams, branch networks, and all other functional areas of mortgage as needed in accordance with established service level agreements and compliance industry regulations. This includes but is not limited to standard policy-required applicant correspondence regarding needed file documentation, looming deadlines, general milestone communication points and decisions.
• Adhere to established reporting for concierge team members e.g. Opportunity Funnel, Conversion, Engagement Rate Score
• Coordinate with Mortgage Bankers on pre-approvals to follow-up on, communicate with, and action in the lead management system
• Perform other duties as assigned

Knowledge, Skills & Abilities Required

• Ability to adhere to CBI Code of ethics, Do not Call Regulations, Privacy and Opt-Out procedures, HMDA data collection, Suspicious Activity procedures, Adverse Action requirements, Equal Credit Opportunity Act (ECOA), Fair Housing Act (FHA), Commerce's pricing policies, and all Fair Lending policies and procedures
• Ability to possess and maintain a NMLS number
• Ability to deliver best in class client care to staff referral pipeline and clients utilizing the lead management data base
• Proven track record for providing exceptional internal and external customer service
• Ability to work independently while leading and exceeding goals and processing deadlines
• Motivated and organized self-starter with strong attention to detail and the ability to manage multiple priorities
• Inquisitive, agile and strong team player with excellent written, verbal and interpersonal communication skills
• Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values
• Advanced level proficiency with Microsoft Word, Excel and Outlook

Education & Experience

• Associate's degree in Business or equivalent combination of education and experience required
• 1+ year banking or financial services experience required
• Experience using a mortgage loan origination/processing and automated underwriting system required
• Experience using Encompass and Velocify systems preferred

For this position, federal regulations require Commerce Bank to prepare an investigatory consumer report which will disclose credit history. If you express interest in and are considered for this position, you'll be asked to authorize that report.

• Hybrid Schedule: In office 2 days per week

***For individuals applying, assigned and/or hired to work in areas with pay transparency requirements, Commerce is required by law to include a reasonable estimate of the compensation range for some roles. This compensation range is for the Mortgage Concierge Specialist job and contemplates a wide range of factors that are considered in making compensation decisions, including but not limited to location, skill sets, education, relevant experience and training, licensure and certifications, and other business and organizational needs. The disclosed range estimate has not been adjusted for any applicable differentials (geographic, bilingual, or shift) that could be associated with the position or where it is filled. At Commerce, compensation decisions are dependent on the facts and circumstances of each situation. A reasonable estimate of the current base pay is $20.90 to $24.00 per hour.

The candidate selected for this position may be eligible for the following employment benefits: employer sponsored health, dental, and vision insurance, 401(k), life insurance, paid vacation, and paid personal time. In addition, we offer career development, education assistance, and voluntary supplemental benefits. Click here to learn more.

Location: 922 Walnut St, Kansas City, Missouri 64106

Time Type:

Full time