This position is responsible for handling a variety of complex customer and operational transactions. Must comply with all BSA/AML requirements as well as any mandatory changes. The following job functions are not all-inclusive. The associate will be required to perform other job-related tasks/responsibilities requested by the manager. Job duties may change as required by needs of company. Must complete all required industry and compliance training. Manage loan pipelines and provide client support to get loans cleared-to-close (CTC) within expected turn-times.
Direct Supervisory Report(s): not applicable
A. Work directly with clients to provide training and daily support for loan delivery.
B. Primary contact for Brokers, Correspondents, and Account Executives (AEs).
C. Engage in verbal and written communication with AEs and Brokers.
D. Assist with rates and lock extensions.
E. Index and review trailing documents (conditions) for completeness, and update LOS systems accordingly.
F. Check to ensure 4506T transcripts are ordered.
G. Look over conditions to task and assign the file to Junior or Senior Underwriter for condition review.
H. Request additional items from Brokers at the request of AEs, Underwriters or Closers.
I. May sign off on non-UTR conditions within Customer Service Representative authority.
J. Handle customer and AE status inquiries.
K. Run flood certification and update information in the system.
L. Assist customers with system support (i.e. Broker Portal etc.)
M. Operations support may include the following:
a) Index unfiled documents, prior to the loan being CTC.
b) Review documents and conditions submitted electronically and notify appropriate parties.
c) Task file to Underwriter or Closing Department.
d) Update system notes with relevant information or comments about the transaction.
e) Complete checklists or worksheets as required.
f) Send status updates to AEs and customers via email, task, or other communication
g) Prepare files for doc drawer.
N. Pull daily pipeline report in conjunction with the following activities:
h) Monitor aged files, follow-up on conditions, and rate lock expirations.
i) Call Brokers when expiration dates are pending, if asked
j) Assist Branch Operations with suspended pipeline report to ensure loans do not exceed 30 days without a credit decision.
k) Assign loans that are aged for cancellation or denial.
l) Follow-up on suspense conditions.
m) Assists AEs and Operations staff with file flow and priority and status calls to Brokers.
n) Work closely with customers in order to get loans cleared-to-close within in expected turn-times.
A. High school diploma or equivalent required; College degree preferred
B. 3 years of mortgage operations experience preferred.
C. Fundamental understanding of loan program products, services, and policies
D. Demonstrated skill in monitoring and overseeing loan production pipeline
E. Experience with Loan Origination Systems (LOS) such as Encompass, Calyx
F. Proficiency with computer systems including MS Office (Word, Excel, and Outlook) and Internet browsers
G. Excellent written, verbal, and interpersonal communication skills
H. Strong attention to detail and ability to efficiently and consistently produce accurate work
I. Solid organizational and problem-solving skills
J. Capability of multi-tasking in fast-paced environment with heavy volume of transactions
K. Proven aptitude to work in both a team and individual environment
L. Sound judgment skills essential to making quick decisions within written policy and standard operating procedures essential
M. Flexibility and time management skills
A. Achievement Orientation
C. Client Focus
D. Decision Making
The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORKING ENVIRONMENT AND CONDITIONS
A. Typical office environment with exposure to moderate noise levels.
B. Ability to sit for long periods of time.
C. Frequent use of computer, calculator and other office equipment.
D. The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.