Call Center Manager
Lead Bank
Wholesale Mortgage Account Manager
Better
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Communicating directly with Brokers and at times, customers to ensure an efficient and positive experience
- Serve as a point of contact for clients, answering questions and providing updates on the status of their application throughout the process.
- Conducting follow-up and follow-through communication with various third parties to ensure quick and efficient closings
- Proactively managing a pipeline in a timely, accurate and efficient manner, ensuring promptness in communicating with all internal and external parties
- Guiding borrowers from the point of underwriting approval to funding
- Reviewing open tasks, loan applications, Credit, Income, and Asset documents for completeness
- Navigating Suspense decisions and proposing resolutions to the Broker
- Adequately preparing loans for Final Underwriting Review
- Communicating with customers regarding requirement to close such as credit documentation, and compliance timing requirements to adhere with mortgage guidelines
- Ensure that all loan applications and processes comply with relevant lending regulations and Figure's internal guidelines
- Identifying ways in which we can improve Broker and customer experience
Requirements
- 3+ years of mortgage processing experience
- 1+ years wholesale experience
- Experience processing HELOC, HELOAN mortgages
- Knowledge of HELOC/HELOAN product guidelines
- Proven ability to effectively manage a high-volume pipeline of files and customers
- Ability to troubleshoot and solve problems independently
- Ability to maintain composure in a fast-paced environment
- Strong communication, organization, and time management skills
- Approaches work with empathy, humility and accountability
