The Home Equity Mortgage Loan Processor will:
Key Responsibilities:
Ability to meet production, quality and service standards with emphasis on delivering exquisite customer service
Manage a large pipeline of applications while meeting required service level agreements
Responsible for thorough application review, collection, review and validation of all required documentation, including income calculation, following up with the customer within established timeframes and delivering a quality application to Underwriting
Serve as a primary point of contact, providing customers with timely and periodic status updates of their loan application, returning all inquiry calls within service level agreement. Activities include:
Accept incoming phone calls
Make outbound phone calls to follow up on outstanding documents and provide updates on loan status
Monitor and respond to incoming emails
Monitor and respond to incoming voicemails
Document all communication
Focused on achieving customer delight through successfully establishing customer rapport, setting appropriate expectations, asking probing questions, relationship deepening and executing on all commitments
Ability to meet production, quality and service standards with emphasis on delivering exquisite customer service
Able to articulate difficult and/or complex information in a manner that is clear while conveying compassion to drive customer retention and sales partner confidence
Role Requirements:
This position requires a flexible schedule, including the ability to work evenings, weekends, and overtime as needed to meet business demands
Hours are typically 8 am - 5 pm PT or 9 am EST - 6 pm ET depending on your location and business needs
This is a remote opportunity; must be located within 100 miles of a local Accenture office