Job Description: Job Summary The Business Partner Advocate 1 position will work closely with assigned Flagstar Wholesale Broker or Correspondent customers or within a team to be proactive in monitoring customer pipelines and own issues brought to them by customers/sales partners. The Business Partner Advocate 1 position utilizes the basic proficiency gained from experience in prior roles within a mortgage fulfillment and/or customer service environment as a baseline to expand knowledge on overall mortgage operations including file flow and specific business unit processes and procedures, and will serve as a relationship liaison between operations and our customers and sales partners (Account Executives, Loan Officers, Real Estate Professionals). Business Partner Advocates are expected to hold themselves accountable by taking ownership of all issues brought to their attention by customers, sales partners or internal departments, and provide timely resolution in a professional manner while maintaining a friendly and positive attitude. This role leverages tools that allows us to move beyond the standard inbound customer service model to a customer management model that utilizes proactive outbound communication to avoid non-value added contact and improve efficiency (thereby reducing unit cost). The Business Partner Advocate will proactively work with their assigned lenders to ensure a smooth process from submission review through funding, reporting any issues to the lender and sales team along with root cause analysis and prescriptive measures to prevent recurring issues. Advocates will specialize in the management of either brokers or correspondents. Advocates specializing in the management of broker customers are expected to be versed in the closing/funding process and those specializing in the management of correspondent customers are expected to be versed in post-close operations. Business Partner Advocates are expected to have a working knowledge of TRID compliance.
Monitors customer(s) pipeline(s) on a proactive basis and aggregates information to share with the customer which loans need their attention and/or internal escalations in an effective and efficient manner. Works closely with Underwriting Advocates and Underwriters to escalate and address complex and problem files. Responds to customer initiated needs via phone and email correspondence to answer general and complex questions about all facets of the mortgage origination process. Effectively managing these customers will reduce cycle times, and loan errors resulting in both a greater customer experience and increased profitability for Flagstar.
Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.
HS Diploma, GED or Foreign Equivalent
1-3 years of mortgage experience preferred
Exposure to as many areas of the mortgage process from origination through post-closing.
Microsoft Office Suite including Word and Excel
Ability to prevent situations from escalating by resolving in a one call resolution environment
Ability to make decisions (within parameters) that have an immediate impact on workflow and customer perception
Superior customer service skills
Excellent verbal and written communication skills
Knowledge of agency and investor guidelines and a functional knowledge of residential mortgage documents
Knowledge of government lending guidelines, preferred Familiar with internal procedures and processes, preferred
Highly self-motivated and organized with the ability to meet strict deadlines
Possesses positive, professional attitude to all external and internal customers