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FUNCTION: Working under the direction and guidelines established by the Mortgage Fullfillment Manager, provides superior customer service by responding to inbound and outbound telephone and/or email inquiries, requests and issues as well as proactively addressing customer concerns. Responsible for coordination and oversight of the complex and/or escalated file(s) which includes follow up/communication needed to get the file to closing on time.



Works closely with our borrowers to effectively communicate requirements and setting deadlines for all conditions associated with the Mortgage Request. Researches and resolves problems and errors by taking ownership and following through to resolution. Serves as a subject matter expert in devising new processes, recognizes gaps in the processes and makes recommendations for improvements.

Adheres to Critical Staffing Plan when necessary to ensure that all departmental service level agreements are met.

ACCOUNTABILITES:

Operations/Process:

• Communicates directly both written and verbally acting as a liaison between Bank customers and residential mortgage to obtain documentation necessary to underwrite and close loans.
• Coordinates and establishes closing dates with all parties to the transaction.
• Responds to inquiries from branch personnel and customers regarding the loan status.
• Maintains a high level of knowledge regarding all residential products, regulations, requirements in order to provide customers with detailed timely information.
• Understands business partner relationships and refers to other team members in accordance with Bank strategy.
• Interacts with departmental supervisors/managers, loan officers, customers, and other parties (i.e., appraisers) to expedite the loan closing as well as to ensure documentation is received timely.
• Evaluates updates/changes to processing, regulatory requirements and secondary market guidelines and informs the department of such changes and the impact on the department as well as to conduct all system testing
• Works with management in creating efficiencies and making the department more effective
• Collaborates with Mortgage Originations leadership to find efficiency within the process and helps develop ideas into process improvements.
• Authors new procedures and ensures existing procedures are current with all changes.
• Trains new employees ensuring they are proficient in all aspects of the Client Service Coordinator role
• Assist Mortgage Loan Officer liaison in training opportunities for the Mortgage Loan Officers

Compliance and Control:

• Assists in ensuring that the Bank is in compliance with local, state and federal regulations.
• Possesses a thorough knowledge of Bank policies, procedures and regulations.

General:

• Maintains flexibility with both work duties and assigned scheduling.
• Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.
• Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook.
• Performs additional duties as requested.

Competencies:

• Adaptability/Flexibility – Adapts to change, is open to new ideas, takes on new challenges.
• Initiative – Takes action; operates as a pro-active self-starter; acts on opportunities to improve.
• Integrity/Ethics – Deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, and conveys news good or bad with professionalism.
• Interpersonal Skills – Has excellent listening skills.
• Productivity – Manages time well, handles information flow well, accepts accountability.
• Teamwork – Promotes a team atmosphere, selflessly pitches in, shares information, partners well with others, willingly assists co-workers and shares responsibilities.

Knowledge/Skills/Experience Requirements:

Level III

• High School diploma required

• 2 year College, business or banking professional training/experience required or substantial banking experience 5+ years banking experience with focus in mortgage lending regulations, underwriting, processes and secondary market requirements.
• 5+ years of experience in outbound customer service communication with proven ability to assist and persuade customer/vendor in meeting requirements and addressing concerns
• Strong ability to multi-task in a fast-paced environment with defined deadlines
• Exceptional written and verbal communication skills.
• Demonstrated self-motivation, innovation and adaptability
• Proven ability to handle escalated issue both internally and externally while maintaining professionalism and collaboration

Physical Demands/Conditions Requirements:

• General office environment
• Moderate listing (to 35 lbs.) required. Moderate reaching, walking, sitting and standing required.

Equipment Used:

• General office equipment

External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.