Call Center Consumer & Mortgage Lending Relationship Specialist

Suncoast Credit Union•Tampa, FL

13d•Onsite

About The Position

The MCC Consumer & Mortgage Lending Specialist plays a vital part in providing outstanding member service in accordance with Suncoast Credit Union standards. Provides financial solutions and counseling for Credit Union members and prospective members via the telephone in a timely, accurate, professional, and courteous manner, and respects the confidentiality of members. Presents and explains to members and prospective members the lending products and services provided by the Credit Union and its affiliates. Assists members in meeting their financial needs by initiating consumer and mortgage loan applications in compliance with the Credit Union’s lending policies and procedures. Also answers member loan inquiries regarding new and existing consumer and mortgage loans. Actively cross-sells 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. Able to explain practices, procedures, and policies to reach agreement with others.
Works under limited supervision for routine situations.
This position requires the employee to register as a mortgage loan originator with the Nationwide Mortgage Licensing System and Registry (NMLS). The employee will obtain a unique identifier from the registry before engaging in mortgage loan originator activities. The employee must maintain and renew the registration annually, provide updated registration information with the registry on a timely basis, and provide a unique identifier to consumers as required by applicable SAFE Act regulations and Suncoast Credit Union policies and procedures.

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.
Able to provide clear and detailed answers regarding consumer and mortgage lending questions and the loan process.
Able to determine and explain appropriate products to best meet the member’s needs.
Understand and articulate loan terms, fees and disclosures to members on consumer and mortgage products.
Meets monthly personal and organizational goals.
Ability to calculate and explain complex lending ratios related to consumer and mortgage loans.
Ability to assess loan applications for possible cross-sells opportunities.
Grants loan decisions as lending authority allows.
Prepare and mail Regulation B letters advising members of additional information needed on home equity loans.
Supporting and demonstrating Suncoast’s Cultural Beliefs.
Strong knowledge of consumer/mortgage loan policies, procedures & regulatory requirements.
Takes on the role of mentor to other advocates within department, assisting with skill development and increasing knowledge in products and services.
Follows proper procedures and policies.
Process member requests on their mortgage loan accounts, including but not limited to, payments, pay off quotes, re-amortizations, rate reductions, waiving escrows, preparation of amortization schedules, records research and payment corrections.
Assist member's problem solve and finds ways to save on their current mortgage payments.
Must be able to educate member's on complex subjects such as simple daily interest and how interest is applied to their mortgage, how payments are calculated.
Escrow Analysis: explain Tax and Insurance Account Disclosure Statement to members, which can include surplus, shortages and deficiencies and review annual changes to the member's escrow account.
Responsible for submitting request for subordinations, partial releases, co-borrower release and mortgage modification requests.
Able to handle complex calls and diffuse escalated member issues on both Consumer/Mortgage
Serving the community and actively participating in area events while representing the Credit Union