Inside Sales, Mortgages
Equity Resources, Inc
Customer Service Specialist – Inside Sales
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 keep in touch, 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, set up a borrower call with the Mortgage Specialist to review options, and keep the borrower up to date throughout the loan process when appropriate.
- Follow-up and maintain contact with all borrowers who have applied for a prequalification until they find their home and apply for the mortgage financing.
- Contact previous customers to solicit future refinance or purchase business via purposeful contact attempts that provide value to the customer.
- Take applications as needed or direct the borrower to apply on our website.
- Communicate with borrowers throughout the application to closing phase, providing updates on loan progress and answering questions about the process.
- Follow-up with borrowers who have not completed the application process to answer their questions and encourage them to apply by providing information that implies necessary action such as rates are down, home prices have settled, special offer, etc.
- Utilize the computer through Encompass for communication and access of daily rates, credit reports, automated underwriting responses, and transmitting the loan to processing in addition, utilize ERMA (CRM system), Microsoft Co-Pilot, and other technology as appropriate to further position and company goals.
- 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 and contact attempts with previous customers via identified systems and update management as requested regarding progress.
- Handle customer complaints and take appropriate action to resolve them.
- Maintain high levels of customer service while managing each applicant's and support staff's expectations.
- Maintain knowledge of available loan products, processing procedures, and underwriting and general departmental guidelines.
- Maintain compliance with all Federal and State regulations, uphold our code of ethics, and complete annual state-specific Continuing Education requirements to maintain licensure in each applicable state.
- Support the company’s strong relationship of “raving fan service” culture through on-going customer contact, quality customer service, and superior product knowledge.
- 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 is required, with a 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 and 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.
