Client Service Coordinator III

Bangor Savings Bank•Portsmouth, NH

11d•Onsite

About The Position

Working under the direction and guidelines established by the Mortgage Fulfillment Manager, this role provides superior customer service by responding to inbound and outbound telephone and/or email inquiries, requests, and issues, as well as proactively addressing customer concerns. The position is responsible for the coordination and oversight of complex and/or escalated files, which includes follow-up and communication needed to ensure the file reaches closing on time. The Client Service Coordinator III works closely with borrowers to effectively communicate requirements and set deadlines for all conditions associated with the Mortgage Request. This role researches and resolves problems and errors by taking ownership and following through to resolution. Additionally, the position serves as a subject matter expert in devising new processes, recognizing gaps in existing processes, and making recommendations for improvements. The role adheres to the Critical Staffing Plan when necessary to ensure all departmental service level agreements are met.

Requirements

High School diploma required
2 year College, business or banking professional training/experience required or substantial banking experience
5+ years banking experience with focus in mortgage lending regulations, underwriting, processes and secondary market requirements.
5+ years of experience in outbound customer service communication with proven ability to assist and persuade customer/vendor in meeting requirements and addressing concerns
Strong ability to multi-task in a fast-paced environment with defined deadlines
Exceptional written and verbal communication skills.
Demonstrated self-motivation, innovation and adaptability
Proven ability to handle escalated issues both internally and externally while maintaining professionalism and collaboration

Responsibilities

Communicates directly, both written and verbally, acting as a liaison between Bank customers and residential mortgage to obtain documentation necessary to underwrite and close loans.
Coordinates and establishes closing dates with all parties to the transaction.
Responds to inquiries from branch personnel and customers regarding loan status.
Maintains a high level of knowledge regarding all residential products, regulations, and requirements to provide customers with detailed, timely information.
Understands business partner relationships and refers to other team members in accordance with Bank strategy.
Interacts with departmental supervisors/managers, loan officers, customers, and other parties (e.e., appraisers) to expedite loan closing and ensure timely documentation receipt.
Evaluates updates/changes to processing, regulatory requirements, and secondary market guidelines, informing the department of such changes and their impact, and conducts all system testing.
Works with management in creating efficiencies and making the department more effective.
Collaborates with Mortgage Originations leadership to find efficiencies within the process and helps develop ideas into process improvements.
Authors new procedures and ensures existing procedures are current with all changes.
Trains new employees, ensuring they are proficient in all aspects of the Client Service Coordinator role.
Assists Mortgage Loan Officer liaison in training opportunities for Mortgage Loan Officers.
Assists in ensuring that the Bank is in compliance with local, state, and federal regulations.
Maintains flexibility with both work duties and assigned scheduling.
Interacts harmoniously and effectively with others, focusing on the attainment of bank goals and objectives through a commitment to teamwork.
Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook.
Performs additional duties as requested.