Responsible for handling member service calls in a prompt and courteous manner. Provide basic mortgage information including current interest rates, loan to value limits, etc. Administer interest rate lock requests to the lock desk. Facilitate member requests or electronic referrals to address questions and apply for a mortgage loan in a professional manner. Responsible to assist with set-ups of new applications, mortgage system daily tasks, promptly distribute and respond to member electronic request, assist with mortgage support duties, as well as other clerical functions as assigned. Follow mortgage lending compliance requirements. 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. Provide requested support and assistance for mortgage departments and other duties 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 applying for a mortgage loan 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. Complete accurate and detailed notes in mortgage and credit union system.
f. Completes set-up, assignment of new loan files in accordance with established policies and procedures including Electronic communication for compliance. and proper stacking order, As well as other related duties as assigned.
g. Facilitate and administer interest rate lock requests to the lock desk for and complete timely accurate disclosure delivery to member as required.
2. Assumes responsibility for establishing and maintaining effective business relations with members and mortgage industry professionals.
a. a. Receives incoming calls in a professional manner. Courteously answers questions or promptly refers to appropriate personnel.
b. Maintain timely outbound calls for mortgage requests to answer or assist members.
cb. Maintains and projects the Credit Union's professional reputation. Comply with established company dress code.
dc. 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.
4. Assumes responsibility for related duties as required or assigned.
a. Maintains a clean, secure, and well organized maintained work area.
b. Performs related clerical and administrative functions as required.
c. Stays informed of policy and procedure changes affecting the mortgage support team.
d. Actively and professionally cross-sells Credit Union services.
e. Completes special projects as assigned.
•High school graduate or equivalent.
•Computer training and course work in general office skills preferred.
•General knowledge of mortgage loan services and procedures helpful.
•Previous experience with a full service financial institution helpful.
•Previous experience in a call center helpful.
•Microsoft program (Excel, word)
•Excellent communication and public relations skills.
•Good organization skills and attentive to detail.
•Professional appearance, dress and attitude.
•Proficient typing abilities.
•Ability to cooperate and work well with others.
•Able to operated related computer applications.
•Ability to multi task.