Mortgage Call Center Representative (Finance)

Interacts with the member via telephone to gain knowledge and understanding of their mortgage related needs. Accurately and efficiently documents and processes member transactions including locking in interest rates upon member request. Promptly requests services and verifications required for loan approval. Assists the processing team with retrieval of documents to move mortgage loan into the processing stage and partners with loan processors to provide a seamless and exceptional member experience.

Job Description

Essential Duties and Responsibilities

• Manages a high volume of inbound and outbound calls in a timely manner
• Greets and authenticates members, assesses their needs and concerns; takes initiative to develop solutions and follow through to ensure member satisfaction; completes all necessary documentation.
• Documents and processes member transactions in a timely manner, including but not limited to; locking in interest rates per email or phone request of the member, taking applications via phone, and scheduling appointments for loan officers.
• Orders and prepares all necessary documentation for the loan package.
• Sets up multiple types of mortgage loans including VA, FHA, Conventional and USDA.
• Performs follow up for all pending orders to ensure information is gathered in correct time frame.
• Reviews files and places documents into appropriate folders; confirms all information in loan file is accurate and compliant with policy.
• Requests services (appraisal, title, flood certification, additional services as needed) verifications and corrections of multiple vendors as required.
• Submits file to Operations and assigns processor to the loan.
• Assists processor in getting conditions fulfilled.
• Maintains records of work performed utilizing the lending operating system to make notes in the appropriate file of most recent conversation with the member.

Company Wide Expectations

• Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.
• Delivers friendly, caring service to internal and external members.
• Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures.
• Follow all physical and online security procedures and maintain strict confidentiality of all member information.
• Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.
• Works scheduled hours and maintains punctuality.
• Performs other related duties as assigned or requested.

EDUCATION/EXPERIENCE

Minimum Qualifications

To perform this job satisfactorily, an employee must be able to carry out each essential duty competently. The requirements listed below are representative of the education, experience, skills and abilities required.

An equivalent combination of education and experience may be considered.

Education Requirements

Required - High School or GED

Required - Must be able to obtain National Mortgage Licensing System (NMLS) registration and/or meet Consumer Financial Protection Bureau (CFPB) guidelines for position.

Experience Requirement

Required - 1 Year - Prior customer service experience - preferably in Mortgage Lending

Preferred - Experience in a call center environment.

SKILLS/ABILITIES

• Effectively apply internal and external customer service practices and processes to meet quality service standards and achieve member satisfaction.
• Learn and apply information, on a wide range of mortgage related issues, services and regulatory compliance requirements, in order to assess member situations and develop solutions.
• Resolve problems utilizing advanced knowledge and experience.
• Ability to work in a fast paced environment
• Communicate in a professional manner and deliver information clearly and effectively. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations.
• Use correct English including spelling, grammar and punctuation.
• Operate computers and use business software and other standard office equipment.
• Understand and follow written and oral instructions.
• Set priorities and manage one's own time effectively.

PHYSICAL DEMANDS

Physical Demands Disclaimer

The physical demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

• Using hands repetitively to handle, feel or operate computers and other standard office equipment.
• Reaching with hands and arms.
• Intermittent lifting and carrying up to 25 pounds.
• Intermittent standing, sitting, walking, bending and climbing.

WORK ENVIRONMENT

Work Environment Disclaimer

An employee in this job will experience the following main work environments, others not listed may also be encountered on occasion;

Work Environment

Works in a high call volume, fast paced call center environment.

Redstone Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or status as an individual with disability. All qualified applicants will not be discriminated against on the basis of disability.

We are proud to be a Drug-Free and Tobacco Free Workplace.