Call Center Consumer & Mortgage Lending Relationship Specialist

Suncoast Credit Union • Tampa, FL

447d • $45,760 - $64,480

About The Position

The MCC Consumer & Mortgage Lending Specialist plays a vital role in providing outstanding member service in accordance with Suncoast Credit Union standards. This position involves offering financial solutions and counseling to Credit Union members and prospective members via telephone, ensuring timely, accurate, and professional service while maintaining confidentiality. The specialist presents and explains lending products and services, assists members in initiating loan applications, and answers inquiries regarding consumer and mortgage loans, all while actively cross-selling Credit Union products and services.

Requirements

• High school diploma or equivalent.
• 2 or more years' experience in a financial institution or contact center preferred.
• Excellent time management skills with regard to loan volume and call volume.
• Must have or be working toward Senior Loan Advocate Lending Authority.
• Able to prioritize tasks, deal effectively with competing and changing priorities, and meet deadlines.
• Accurate, detail-oriented, and organized.
• Able to independently resolve non-routine problems and situations that require analysis to understand.
• Excellent knowledge and understanding of Credit Union products, services, policies, and procedures pertinent to the job.
• Excellent knowledge and understanding of regulatory compliance necessary to successfully perform job responsibilities.
• Excellent knowledge and understanding of all Credit Union computer systems and software applications required to perform job duties.
• Excellent verbal and written communication skills and interpersonal skills in order to interact professionally and effectively with members, staff, vendors, and government regulators.

Nice To Haves

• Experience in a call center environment.
• Knowledge of mortgage lending processes and regulations.

Responsibilities

• Greets members in a courteous, professional, and timely manner, providing prompt, accurate, and excellent member experience over the phone.
• Performs member verification to protect the members' confidential information.
• Demonstrates good time management skills with regard to calls waiting and loan volume.
• Minimizes hold times and consistently meets adherence standards both daily and monthly.
• Interviews members over the phone to gather information necessary to accurately complete consumer and mortgage loan applications.
• Inputs and processes all consumer and mortgage loan requests efficiently and free from errors.
• Provides clear and detailed answers regarding consumer and mortgage lending questions and the loan process.
• Determines and explains appropriate products to best meet the member's needs.
• Understands and articulates loan terms, fees, and disclosures to members on consumer and mortgage products.
• Meets monthly personal and organizational goals.
• Calculates and explains complex lending ratios related to consumer and mortgage loans.
• Assesses loan applications for possible cross-sell opportunities.
• Grants loan decisions as lending authority allows.
• Prepares and mails Regulation B letters advising members of additional information needed on home equity loans.
• Supports and demonstrates Suncoast's Cultural Beliefs.
• Possesses strong knowledge of consumer/mortgage loan policies, procedures & regulatory requirements.
• Acts as a mentor to other advocates within the department, assisting with skill development and increasing knowledge in products and services.
• Follows proper procedures and policies.
• Processes member requests on their mortgage loan accounts, including payments, pay off quotes, re-amortizations, rate reductions, waiving escrows, preparation of amortization schedules, records research, and payment corrections.
• Assists members in problem-solving and finding ways to save on their current mortgage payments.
• Educates members on complex subjects such as simple daily interest and how interest is applied to their mortgage, how payments are calculated.
• Explains Tax and Insurance Account Disclosure Statement to members, which can include surplus, shortages, and deficiencies, and reviews annual changes to the member's escrow account.
• Responsible for submitting requests for subordinations, partial releases, co-borrower release, and mortgage modification requests.
• Handles complex calls and diffuses escalated member issues on both Consumer/Mortgage.
• Serves the community and actively participates in area events while representing the Credit Union.

Benefits

• Bonus Program up to 9%
• 401K Matching up to 8%
• Retirement Planning
• Pay Increases based on Competency
• Employee Loan Discounts
• Flex Spending Accounts
• Medical Coverage
• Dental and Vision Coverage
• Access to 4,000+ Gyms
• Mental Health Resources
• PTO Wellness Days
• Short Term and Long Term Disability Coverage
• 11 Paid Holidays
• 3 weeks of Paid Time Off
• 4 weeks of Paid Parental Leave
• Birthday PTO
• Paid Volunteer Hours
• Degree Assistance up to $5,000 per year

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees