Draw Management Specialist

Duties & Responsibilities

• Manage incoming calls, emails, and other forms of communication from customers regarding their loans.
• Provide prompt, accurate, and courteous responses to address their questions, concerns, and requests.
• Strive to provide excellent customer experience and ensure elevated levels of customer satisfaction.
• Review loan documentation, construction loan agreements, and related paperwork to understand loan terms.
• Evaluate construction draw requests, including reviewing invoices, receipts, and supporting documents for accuracy, eligibility, and adherence to loan agreement guidelines.
• Analyze construction budgets, milestones, and disbursement schedules to ensure draw requests align with approved budgets and project progress.
• Order and review property inspections to verify completed work, assess construction progress, and ensure accurate representation of completed project stages in draw requests.
• Adhere to all regulatory requirements and company policies when handling customer interactions and loans processes.
• Maintain confidentiality and manage sensitive customer information securely.
• Identify and resolve customer complaints or problems related to loan applications, disbursements, repayments, or any other loan-related issues. Escalate complex issues to the appropriate departments or management, when necessary.
• Communicate with borrowers, contractors, and project managers to gather additional information, address discrepancies, request supporting documents, and resolve issues related to construction draw requests.
• Accurately maintain customer records, loan files, and documentation.
• Collaborate with internal teams, such as underwriting, loan operations, loan originators and servicing, to resolve customer issues efficiently.
• Contribute to the improvement and development of internal processes and procedures related to the construction draw process and overall customer experience.

Qualifications

• 2+ years of experience in a project management support position.
• Demonstrated experience using intermediate-level Microsoft Office suite, including spreadsheet and presentation software tools to report out data trends and analysis.
• Excel skills necessary – Yes – renew budgets – 7 rating)
• Demonstrated experience with applications such as SharePoint or other document management platforms.
• Managed projects in the past preferred, project management background exposure in construction draw disbursement.
• Demonstrated experience working across multiple disciplines, interdepartmental teams and engaging with internal and external suppliers and stakeholders.
• Ability to proactively manage time constraints, prioritize work, and resolve project related concerns through strong oral and written communication skills to effectively communicate at all levels in the organization.
• Excellent written and verbal communication skills.
• Strong ethics, people skills, communication, and the ability to effectively manage stress and engage in continuous learning.