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About The Position
Acts as the initial contact for remote members with residential loan inquiries by assisting them in choosing the path that best suits their needs. Works to create an exceptional residential loan onboarding experiencing for all Home Equity and Home Refinance products by assisting remote members with the application process. Refers all First Mortgage purchase applications to the appropriate Mortgage Loan Officer (MLO). Proactively assists all digital Home Equity members with their application process.
Requirements
- Three years to five years of similar or related experience.
- A high school education or GED.
- Must be National Mortgage Loan Service (NMLS) registered to serve in this role.
- Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation.
- Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
- Good communication and listening skills.
- Proficient in Microsoft Office Applications and other software programs.
- Some adjusting or moving objects up to 30 pounds in all directions.
- Must be able to remain in a stationary position, often standing or sitting for prolonged periods.
- Repeating motions that may include the wrists, hands and/or fingers while using computer.
- Communicating with others to exchange information.
- Perceiving the nature of sounds at normal speaking levels or without correction.
- Ability to receive detailed information through oral communication, and make fine discernments in sound.
- Close and continuous visual acuity to perform activities such as: preparing and analyzing data and figures, transcribing, viewing a computer terminal, and extensive reading.
Responsibilities
- Accepts inbound residential loan calls reviewing and explaining loan options, rates and terms with members providing guidance on which products meet their needs.
- Inputs loan applications into the proper point of sale system to facilitate the loan process.
- Provides initial disclosures on Home Equity and Manufactured Home in a Park (MHIPs).
- Actively returns calls to members with residential loan inquiries within an established Service Level Agreement (SLA) that have entered through the remote or digital channels.
- Promptly responds to member requests, questions, and concerns by finding the appropriate solution.
- Assists members as quickly as possible and assists walk-in members whenever possible.
- Facilitates residential loan transactions by assigning the member to the appropriate Mortgage Loan Officer (MLO) for same day response.
- Promotes a culture of deepening participation by effectively and actively cross selling credit union products and services to meet each member’s needs.
- Proactively performs other duties as needed or assigned.
