Customer Advocate Representative
Shift - 8:30am-5:30pm or 9:00am-6:00pm (allowed to choose) - start off working remotely until state reopens - then will report to an office. Some OT and possible weekend required occasionally - not weekly.
The Customer Advocate is responsible for processing loan applications in compliance with mortgage lending and applicable investor guidelines. Performs duties such as analyzing the loan application, assessing creditworthiness and the likelihood that a loan applicant will be able to repay the debt, analyzing the AUS /Guidelines as they pertain to the loan product and sales structure, reviewing title commitments and fees, ordering subordinates and allocating fees properly in the system. Responsible for monitoring the loan process and managing the proper expectations with the client and the sales staff through closing. Based on these assessments, the Customer Advocate makes mortgage loan recommendations for all Government and Conforming Full Doc products. The Customer Advocate works on a blend of all products based on pipeline management ability.
Essential Job Functions include:
1.Excellent Customer Service. The Customer Advocate is the primary customer contact, and may act as liaison between the borrower, underwriter and loan advisor. Is required to provide periodic status updates, and timely return all incoming inquiry calls.
2.Verifies, compiles, and types application information for mortgage loans and or titles: Performs a general evaluation of the residential loan application file to verify that application data is complete and meets established standards, including type and amount of mortgage, borrower assets, liabilities, and length of employment and marital status.
3.Recommends that title and loan not meeting standards be restructured or denied.
4.Calls specified companies to obtain property abstract, survey, and appraisal.
5.Informs supervisor of discrepancies in title or survey.
6.Prepares loan for Initial Closing Disclosure issuance.
7.Submit to Underwriting when Appraisal, Title and Credit are in.
8.Provides quality loan processing, reviewing files for adherence to underwriting standards, and ensuring completeness prior to submission for underwriting for approval.
9.Types and mails approval and denial letters to applicants.
10.Submits approved mortgage loan file to the Mortgage Loan Closer for settlement.
11.Records data on status of loans, including number of new applications and loans approved, canceled, or denied, using computer.
12.Responsible for 40 loan inventory, with 20 loan closings per month.
13.Utilize Appointment Model.
14.Provide Feedback to Loan Credit Advisor on loan quality.
15.Train employees involved in the process how to handle all products.
Other Related Duties:
Performs other related duties as assigned.
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
1.Outstanding communication and customer service skills
2.Excellent attention to detail
3.Well versed in the mortgage process flow and established SLA-s
4.Highly skilled on the phone, very organized and able to handle the overall customer experience with outstanding service.
Education and/or Experience:
1.High school diploma or general education degree (GED)required, BA Preferred
2.Prior experience (1-3 years) as a mortgage loan processor or similar position
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to carry out detailed written and/or verbal instructions. Ability to solve problems involving concrete variables in standardized situations. Ability to define problems, collect data, establish facts, and draw valid conclusions.
Certificates, Licenses, Registrations:
Direct Hire - Benefits:
-401(k) Match Program
-Paid Holidays/Floating Holidays
-25 Fun Days throughout the Year
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