As part of the Commitment Desk, this person will act as the primary contact that outside customers have with the Correspondent Lending division. This role will work closely as a team with Operations, Underwriting, Funding, Capital Markets, and Sales to ensure the risk is mitigated; profitability is maintained and at the same time customer expectations, both internal as well as external is not only being met, but exceeded. The Primary job focus is answering the incoming customer phone lines and solving customer's loan problems. Additionally, this person will be handling manual registration and pricing issues. This role is also responsible for assisting internal customers with problem resolution.
Job Functions and Responsibilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily:
Assists customers with registering and locking individual mandatory and best effort flow commitments
Execute Live Mini Bulk Bids Daily/ Ability to maintain a pipeline of 50+ Sellers Daily
Directly work with Correspondents on Bulk Bids
Allocate commitments within LOS
Provide color execution to management
Develops a full understanding of the correspondent lending product menu, product guidelines and product pricing and be able to discuss with and explain to customers
Determine product eligibility and price loan commitments, while entering and/or changing loan data.
Exercises and upholds the company's policies and procedures in pricing commitments, extensions, re-pricing, and negotiations for the purpose of controlling the company's exposure and hedging risks
Researches and evaluates post funding adjustment request from correspondents, sales
Handles escalated customer service issues, pricing exceptions and other special negotiations
Managing extremely high call volume with varying degrees of urgency
Special projects as required
To perform this job successfully, an individual must have the following education and experience:
High School degree, or equivalent, required. College degree preferred
4 years of experience working in a Call Center environment. Outside Sales, Retail, Customer Service experience preferred.
Mortgage Banking, Banking, or Finance experience helpful
Ability to work in a fast paced, demanding, customer focused environment
Excellent oral communication skills
Excellent organizational skills and time management skills
Ability to pay attention to details
Strong analytical skills
Strong math skills
Ability to work closely as a member of a team
Ability to learn internal computer software
Experience with Microsoft Office Suite (Word, PowerPoint, Excel, Outlook, etc)
Training / Licensing Requirements:
Must pass the Company's Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.