Customer Service Specialist – Inside Sales
Equity Resources, Inc
Inside Sales, Mortgages
Equity Resources, Inc
full-time
Posted on:
Origin: • 🇺🇸 United States • Ohio
Visit company websiteJob Level
JuniorMid-Level
About the role
- Contact previous customers and prequalified borrowers via outreach sales calls, emails, text messages, etc. to solicit referrals, solicit new applications, and ask how servicing is being handled.
- Solicit business by contacting prequalified applicants to keep in touch, take applications, price the loan, and set up borrower calls with the Mortgage Specialist to review options.
- Follow-up and maintain contact with all borrowers who have applied for a prequalification until they find their home and apply for mortgage financing.
- Take applications as needed or direct the borrower to apply on the website; follow-up with borrowers who have not completed the application process to answer questions and encourage completion.
- Communicate with borrowers throughout the application-to-closing phase, providing updates on loan progress and answering process questions.
- Utilize Encompass for communication and access of daily rates, credit reports, automated underwriting responses, and transmitting the loan to processing; utilize ERMA (CRM), Microsoft Co-Pilot, and other technology as appropriate.
- Analyze borrower’s financial status, credit, and property evaluations to determine feasibility of granting the mortgage loan.
- Schedule meetings between the borrower and Mortgage Specialist to review options; continuously track results from all contact attempts and update management as requested.
- Handle customer complaints and take appropriate action to resolve them; maintain high levels of customer service while managing expectations.
- Maintain knowledge of available loan products, processing procedures, underwriting and general departmental guidelines; maintain compliance with Federal and State regulations and complete annual Continuing Education requirements.
- Support the company’s relationship of “raving fan service” through ongoing customer contact, quality customer service, and superior product knowledge.
- Perform any other duties as assigned.
Requirements
- Bachelor’s degree in Business, Finance, Administration, or related field (or equivalent experience).
- Possession of appropriate state-specific mortgage banking license(s) or ability to pass National Mortgage Licensing Exam and obtain appropriate state-specific mortgage banking licenses within an acceptable timeframe (60 days). Assistance will be provided.
- Minimum of 2 years prior experience in a role entailing customer service and/or sales responsibilities; preference for prior call experience, especially in a call center.
- Credit history must be in Good Standing, with no recent bankruptcy filings, no accounts in collections, and payments in current status which can be verified by a current Credit Report.
- Ability to learn, retain, and apply knowledge of mortgage lending guidelines, including conventional, government, and federal regulations, as well as residential processing, underwriting, and closing procedures.
- Proficient in Microsoft Word, Excel, Outlook; Encompass experience is preferred.
- Strong verbal and interpersonal skills with a pleasant, professional and energetic phone presence; must be comfortable with and enjoy talking all day.
- A persuasive communicator with a sales-driven mindset; team-oriented with strong customer service and organizational skills.
- Strong reading comprehension and written communication skills.
- Independent problem-solver with sound judgment; able to follow detailed written and verbal instructions; energetic, competitive, and self-motivated.
- Maintain compliance with all Federal and State regulations, uphold code of ethics, and complete annual state-specific Continuing Education requirements to maintain licensure.
