Consumer Finance Loan Administrator

Job Responsibilities

• Assists the processors and underwriters with front-end and back-end process support, such as Mortgage recording, vehicle titling and recording, and collateral release.
• Supports all areas of lending as back up, to include check cutting, closing and funding.
• Maintains weekly production reporting for management and maintains processes and procedures for the department.
• Provides the highest level of quality service to each customer, both internal and external while achieving departmental metrics.
• Responds to, takes ownership of, troubleshoots and resolves difficulties, technical issues and questions from Flagstar customers and teammates in and efficient, timely and professional manners via the phone, email, bank CRM systems, Loans PQ, DNA, or other related systems.
• Works cohesively with the consumer finance performance manager to support various tasks related to consumer finance, to include internal and external audits, gathering reports and data for weekly and monthly reporting.
• (e.g., compliance/regulatory, internal, etc.).
• Escalation Management: Processes, responds, and manages the escalation process to include case management. Teammate will be point of contact for ensuring communication to client and teammate with accurate and timely resolution, managing inbox for ongoing issues.
• Communicates with other business units so that all customer service issues are resolved expeditiously, service level expectations are achieved, and issues are added and prioritized for LOB.
• System Support: Assist with maintaining LOB intranet site for accurate information related to rate sheets, job aids, and procedures and policies in a timely manner.
• Supports as a backup to the consumer finance system analyst for LOS update (Loans PQ).
• Manage NMLS registration for certified lenders for accuracy and compliance.

Job Requirements

• Education level required: High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent.
• Minimum experience required: 2+ Years of experience in a lending support role.
• Five years of customer service experience, preferably in Consumer Lending, Mortgage Lending and/or Branch Banking.