Home Equity Loan Processor

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

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 PST or 10 am - 7 pm EST depending on your location and/or business needs.
• This is a remote opportunity; must be located within 100 miles of a local Accenture office.
• Must be State NMLS licensed and have passed the Uniform State Test as additional licensure will be required.

Basic Qualifications

• Minimum of 2 years of mortgage experience
• Minimum of 2 years of customer contact experience

Professional Skills Requirements

• Ability to work well in a fast-paced, multi-task environment
• Self-starter that thrives in a team environment
• Strong organizational, problem solving and time management skills
• Professional communication both written and verbal