Mortgage Loan Processor Assistant

Employment Type: Full-time

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Position Overview

This role involves interacting with members via telephone to understand their mortgage-related needs. The position is responsible for accurately documenting and processing member transactions, including locking interest rates. The Mortgage Loan Processor Assistant will also request necessary services and verifications, and assist the processing team with document retrieval to move mortgage loans into the processing stage, ensuring a seamless and exceptional member experience.

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Responsibilities

• Manages a high volume of inbound and outbound calls in a timely manner.
• Greets and authenticates members, assesses their needs and concerns, and takes initiative to develop and follow through on solutions to ensure member satisfaction.
• Completes all necessary documentation for member interactions.
• Documents and processes member transactions promptly, including locking interest rates per member request, 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 within the correct timeframe.
• Reviews files, places documents into appropriate folders, and confirms all information in the loan file is accurate and compliant with policy.
• Requests services (appraisal, title, flood certification, additional services as needed) and verifications from multiple vendors.
• Submits files to Operations and assigns a processor to the loan.
• Assists the processor in fulfilling loan conditions.
• Maintains records of work performed using the lending operating system, making notes in the appropriate file of the most recent conversation with the member.

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Company Wide Expectations

• Maintain a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.
• Deliver friendly, caring service to internal and external members.
• Comply 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.
• Complete all required regulatory and compliance training and maintain required knowledge of Credit Union products and services.
• Work scheduled hours and maintain punctuality.
• Perform other related duties as assigned or requested.

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Requirements

Minimum Qualifications:

• High School Diploma or GED.
• Ability to obtain National Mortgage Licensing System (NMLS) registration and/or meet Consumer Financial Protection Bureau (CFPB) guidelines for the position.
• Minimum 1 year of prior customer service experience, preferably in Mortgage Lending.
• Experience in a call center environment is preferred.

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 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.

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Salary: [Salary information not provided] Location Type: [Location Type not provided]