Responsible for handling member service calls in a prompt and courteous manner. Provide basic information including current interest rates, loan to value limits, etc. Administer interest rate lock request and prepare accurate timely disclosure for review. Facilitate members in scheduling appointments with Mortgage Loan Originators in branches or via telephone, as well as onsite. Responsible to assist with set-ups of new files, mortgage system daily tasks, assist with mortgage support duties, as well as other clerical functions as assigned. Responsible to coordinate schedule with other mortgage support team staff to provide adequate support as needed. Complete assigned reports, tracking stats and referrals accurately and timely as assigned.
1. Assumes responsibility for the effective performance of mortgage support team functions.
a. Receives and assists member telephone questions or concerns in a professional manner.
b. Responsible to log into and out of mortgage call system by designated times each day. Coordination with other mortgage support team personnel is critical.
c. Courteously and professionally provides information to members regarding mortgage interest rates, loan to value limits, term of mortgage loans offered, closing cost estimates, and other information as deemed appropriate for employee’s level of mortgage experience and knowledge.
d. Assists members in scheduling appointments with a mortgage loan officer. Paying special attention to location and most convenient time for member and mortgage loan originator.
e. Records and relays messages and requested information via e-mail to mortgage loan originators or at members’ request, transfer member to mortgage loan originators voice messaging system to leave a detailed message.
f. Completes set-up of new loan files in accordance with established policies and procedures including arranging file in proper stacking order, As well as other related duties as assigned.
g. Facilitate and administer interest rate lock request and complete timely accurate disclosure for review prior to delivery to member.
2. Assumes responsibility for establishing and maintaining effective business relations with members and mortgage industry professionals.
a. Receives incoming calls in a professional manner. Courteously answers questions or promptly refers to appropriate personnel.
b. Maintains and projects the Credit Union's professional reputation. Comply with established company dress code.
c. Arrives and ready to receive telephone calls at open of business.
3. Assumes responsibility for establishing and maintaining effective coordination and working relations with area personnel and management.
a. Assists and coordinates mortgage support team personnel as needed.
b. Communicates with area personnel and management regarding activities and significant problems.
c. Completes records and reports promptly and accurately.
d. Attends and participates in meetings as required.