Centralized Lending Specialist (Mortgage Loan Officer) - Bilingual Spanish Team - Chandler, AZ

About the role

This job is responsible for answering inbound calls and initiating outbound calls within a call center to assist new and existing clients with determining the best solution for financing the purchase of a home, refinancing an existing mortgage, or obtaining a new home equity line of credit. Key responsibilities include analyzing the clients' financial goals, determining the most optimal lending product solution, submitting the mortgage application, assisting clients with gathering supporting loan documentation, and keeping clients informed throughout the mortgage loan process. This position may be responsible for the provision of residential mortgage loans, and as such, is subject to SAFE Act registration requirements.

Responsibilities

• Provides exceptional client care
• Answers inbound calls and makes outbound calls to provide new and existing clients with guidance and advice to uncover lending needs and assist them with determining the best solution
• Utilizes multiple technology systems to assist customers and referral partners
• Leverages defined lending processes and policies to meet guidelines and manage risks
• Communicates consistently with clients and business partners through outbound calls, email, and online messaging systems throughout the lending process
• Identifies opportunities through conversations with clients to recommend the bank's products through partner referrals as part of one team that delivers exceptional client care

Requirements

• Has 1+ year sales and/or mortgage experience
• Bilingual – Spanish Required
• 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 suggest/promote alternative products or services
• Has ability to learn all platform systems utilized within the environment and/or aptitude in system technologies
• Has effective customer service skills with ability to manage the full client end-to-end origination experience and problem resolution at key points in lending process
• Has an ability to work under pressure during high volumes
• Has an ability to build and maintain positive rapport with service partners
• Can prioritize multiple competing tasks
• Has adaptability and is flexible to change
• Is a strong communicator, written, oral and non-verbal
• Demonstrates solid sales production over a sustained time frame
• Can be flexible to work weekends and/or extended hours as needed
• Communicates professionally, effectively and confidently and is comfortable engaging all clients over the phone
• Has an ability to handle multiple lines of business and models to support changing business needs
• Independently works with other 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.

Qualifications

• High School Diploma / GED / Secondary School or equivalent

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

Benefits

• Paid Time Off
• Tuition Reimbursement
• 401(k)
• Health, Dental & Vision
• Career Planning
• Child Care Reimbursement for Income-Eligible Employees