Call Center Consumer & Mortgage Lending Specialist

Full-time position.

Schedule

Training Schedule: Monday – Friday, 8:00 AM – 5:00 PM.

• Option 1: Monday, Tuesday, Wednesday, Friday 9:00 AM – 7:00 PM; Thursday off; Saturday 9:00 AM – 1:00 PM.
• Option 2: Monday, Tuesday, Wednesday, Friday 9:30 AM – 7:30 PM; Thursday off; Saturday 8:00 AM – 12:00 PM.
• Option 3: Monday, Tuesday, Thursday, Friday 9:30 AM – 7:30 PM; Wednesday off; Saturday 9:00 AM – 1:00 PM.
• Option 4: Monday, Wednesday, Thursday, Friday 9:00 AM – 7:00 PM; Tuesday off; Saturday 8:00 AM – 12:00 PM.

Responsibilities

• Greet members in a courteous, professional, and timely manner, providing prompt, accurate, and excellent member experience over the phone.
• Perform member verification to protect members’ confidential information.
• Demonstrate good time management skills with regard to calls waiting and loan volume; minimize hold times and consistently meet adherence standards both daily and monthly.
• Interview members over the phone to gather information necessary to accurately complete consumer and mortgage loan applications.
• Input and process all consumer and mortgage loan requests efficiently and free from errors.
• Provide clear and detailed answers regarding consumer and mortgage lending questions and the loan process.
• Determine and explain appropriate products to best meet the member’s needs.
• Understand and articulate loan terms, fees, and disclosures to members on consumer and mortgage products.
• Meet monthly personal and organizational goals.
• Calculate and explain complex lending ratios related to consumer and mortgage loans.
• Assess loan applications for possible cross-sell opportunities.
• Grant loan decisions as lending authority allows.
• Prepare and mail Regulation B letters advising members of additional information needed on home equity loans.
• Support and demonstrate Suncoast’s Cultural Beliefs.
• Maintain strong knowledge of consumer/mortgage loan policies, procedures, and regulatory requirements.
• Mentor other advocates within the department, assisting with skill development and increasing knowledge in products and services.
• Follow proper procedures and policies.
• Process member requests on their mortgage loan accounts, including payments, payoff quotes, re-amortizations, rate reductions, waiving escrows, preparation of amortization schedules, records research, and payment corrections.
• Assist members in problem-solving and finding ways to save on their current mortgage payments.
• Educate members on complex subjects such as simple daily interest, how interest is applied to their mortgage, and how payments are calculated.
• Perform escrow analysis: explain Tax and Insurance Account Disclosure Statement to members, including surplus, shortages, and deficiencies, and review annual changes to the member’s escrow account.
• Submit requests for subordinations, partial releases, co-borrower release, and mortgage modification requests.
• Handle complex calls and diffuse escalated member issues on both consumer and mortgage loans.
• Serve the community and actively participate in area events while representing the Credit Union.

Requirements

• High school diploma or equivalent.
• Two or more years’ experience in a financial institution or contact center preferred.
• Excellent time management skills with regard to loan volume and call volume.
• Must have or be working toward Senior Loan Advocate Lending Authority.
• Able to prioritize tasks, deal effectively with competing and changing priorities, and meet deadlines.
• Accurate, detail-oriented, and organized.
• Able to independently resolve non-routine problems and situations that require analysis to understand.
• Excellent knowledge and understanding of Credit Union products, services, policies, and procedures pertinent to the job.
• Excellent knowledge and understanding of regulatory compliance necessary to successfully perform job responsibilities.
• Excellent knowledge and understanding of all Credit Union computer systems and software applications required to perform job duties.
• Excellent verbal and written communication skills and interpersonal skills in order to interact professionally and effectively with members, staff, vendors, and government regulators.
• Able to explain practices, procedures, and policies to reach agreement with others.
• Works under limited supervision for routine situations.

This position requires registration as a mortgage loan originator with the Nationwide Mortgage Licensing System and Registry (NMLS). The employee must obtain a unique identifier before engaging in mortgage loan originator activities, maintain and renew the registration annually, provide updated registration information on a timely basis, and provide a unique identifier to consumers as required by applicable SAFE Act regulations and Suncoast Credit Union policies and procedures.

Benefits

Financial Well-Being

• Bonus Program up to 12%.
• 401K Matching up to 8%.
• Retirement Planning.
• Pay Increases based on Competency.
• Employee Loan Discounts.
• Flex Spending Accounts.

Wellness

• Medical Coverage.
• Dental and Vision Coverage.
• Access to 4,000+ Gyms.
• Mental Health Resources.
• PTO Wellness Days.
• Short Term and Long Term Disability Coverage.

Work-Life Balance

• 11 Paid Holidays.
• 3 weeks of Paid Time Off.
• 4 weeks of Paid Parental Leave.
• Birthday PTO.

Community Involvement

• Paid Volunteer Hours.

Growth

• Degree Assistance up to $5,000 per year.