Job Description:
This job is responsible for working in a national inbound contact center and providing comprehensive home equity lending guidance and solutions to prospective borrowers. Key responsibilities include taking client calls to uncover their life priorities, financing objectives, and home equity lending needs, and structuring home equity loan solutions by leveraging defined processes and tools. Job expectations include connecting with clients to execute consistent follow-up routines and partnering with key functions to proactively manage priority milestones. This position is subject to SAFE Act registration requirements. Pursuant to the SAFE Act requirements, all employees engaged in residential loan mortgage originations must register with the federal registry system and remain in good standing. Since this position requires SAFE Act registration, employees are required to register and to submit to the required SAFE Act background check and registration process. Failure to obtain and/or maintain SAFE Act registration may result in disciplinary action up to and including termination.

Responsibilities:

• Provides end-to-end comprehensive lending guidance and solutions to prospective borrowers by uncovering their life priorities and determining client financing objectives
• Answers inbound calls and make outbound calls to provide new and existing clients with guidance and advice to uncover lending needs and assist them with determining the best solution
• Works with clients and business partners throughout the loan process to ensure consistent client communication and follow ups are conducted
• Partners with key functions across home lending to proactively manage priority milestones within the loan process
• Maintains and applies knowledge of home equity lending policies, procedures and regulatory requirements, changing market conditions, and business trends to prospective and existing bank clients when providing sales and service solutions
• Recommends additional bank products based on client’s needs through partner referrals
• Demonstrates a commitment to professional ethics, conforms to all Federal and State compliance policies, and adheres to Home Mortgage Disclosure Act (HMDA) requirements

Required Qualifications:

1+ year of customer facing and/or customer contact center experience
Has a strong relationship-deepening and client care mentality
Actively listens to the client to determine their needs and goals and has a desire to interact with clients proactively
Has an ability to assess client needs and recommend products or services
Has an ability to learn all platform systems utilized within the environment and/or aptitude in system technologies
Has an ability to work under pressure during high volume periods
Has an ability to build and maintain positive rapport with service partners
Can prioritize competing tasks
Has adaptability and is flexible to change
Is a strong communicator, written, oral and non-verbal
Can be flexible to work weekends and/or extended hours as needed
Communicates professionally, effectively and confidently and is comfortable engaging clients over the phone
Has an ability to handle multiple business models to support changing business needs
Works effectively with business partners to expedite post-sale issues or problem resolution
Has the ability to effectively balance performance, operational risk, and client relationship care
Demonstrates a commitment to professional ethic and is thorough and thoughtful in incorporating relevant regulatory due diligence as well as complying with all Federal and State Compliance policies

Desired Qualifications:

1+ years of sales experience
Thorough knowledge of mortgage products and programs
Experience analyzing complex financial and credit data used to advise clients of product/pricing policies and guidelines, as well as gathering any required information or documentation
Knowledge of processing, underwriting, and closing procedures, and federal lending regulations governing real estate lending
Strong consultative skills including the ability to ask critical questions to identify opportunities We’re a culture that
Is committed to building a workplace where every employee is welcomed and given the support and resources to build and advance their careers. Along with taking care of our clients, we want to be a great place for people to work, and we strive to create an environment where all employees have the opportunity to achieve their goals
Believes diversity makes us stronger so we can reflect, connect to and meet the diverse needs of our clients around the world
Provides continuous training and developmental opportunities to help employees achieve their goals, whatever their background or experience.
Is committed to advancing our tools, technology, and ways of working. We always put our clients first to meet their evolving needs
Believes in responsible growth and is dedicated to supporting communities around the world by connecting them to the lending, investing and giving they need to remain vibrant and vital.

Skills:

Attention to Detail
Client Solutions Advisory
Customer and Client Focus
Oral Communications
Written Communications
Client Management
Loan Structuring
Pipeline Management
Problem Solving
Collaboration
Credit Documentation Requirements
Critical Thinking
Referral Identification
Referral Management

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:
1st shift (United States of America)

Hours Per Week:
40